Help & Advice Tip: My Pay-As-You-Go Top-Up meter is not working! I have no heating. My meter has error codes. Please Help!

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General Enquiries

How do I make a complaint?

We're here to help

At firmus energy, we know that sometimes things can go wrong and we take complaints very seriously. If you are unhappy with any level of our service or wish to make a complaint, please contact us.

How to make a complaint

You can make a complaint by contacting firmus energy by the following means:

  • Telephone: 0330 024 9000 (Customer Services);
  • Email:
  • By audiotape or letter: Complaints Administrator, firmus energy, A4 & A5 Fergusons Way, Kilbegs Road, Antrim, BT41 4LZ

Taking a complaint further...

If having discussed the matter and received a formal response, you feel that your complaint has still not been satisfactorily resolved, you may, refer the matter to the Consumer Council. The Consumer Council will investigate your complaint on your behalf and at no cost. This does not affect your statutory right to go to court if you deem the solution unsatisfactory. See contact details below:

The Consumer Council

Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN



Didn't find the answer you were looking for? Ask a Question

The response time for reply to your query is 24 hours (Excluding weekends and Bank Holidays).
If you have an Urgent Query, please contact our customer services team on: 0330 024 9000

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What kind of business are you?

Why am I having to do this?

To give you the most accurate information for your town and county, please enter your postcode below.

How do you pay for your natural gas?

By Credit

Do you receive a monthly bill for your energy usage?


With a Pay as You Go card

Do you purchase a top-up card for your energy?


What kind of business are you?

Small or Medium Business

Small businesses spend about £2,600 or less per bill. Medium businesses spend about £35,000 or less per bill.


Large Business

Large businesses spend about £250,000 or less per bill

Make sure you have your bank details and SMP or meter serial number ready

Bank details

All we need is your account number and sort code *


SMP Number

This is the number usually at the top right of your bill or on your connection paperwork

Okay, I have them

If your account requires 2 signatures, or you are not the bank account holder, please call us first on 0330 024 9000
If you don’t have this number, call our switch team on 0330 024 9000