How do I make a complaint?
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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: firstname.lastname@example.org
- By audiotape or letter: Complaints Administrator, firmus energy, A4 & A5 Fergusons Way, Kilbegs Road, Antrim, BT41 4LZ
Taking a complaint further...
If, for whatever reason, you remain unhappy, having given us a reasonable opportunity to resolve the complaint, then the matter can be referred to the Consumer Council (CCNI).
The Consumer Council is an independent consumer organisation, working to bring about change to benefit Northern Ireland’s consumers. We would appreciate if you contact the Consumer Council after we have been given the opportunity to resolve the complaint through firmus energy’s full complaint handling procedure.
The Consumer Council can be contacted by the following means:
By audiotape or letter: The Consumer Council, Floor 3, Seatem House, 28-32 Alfred street, Belfast, BT2 8EN
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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