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:0800 032 4567 (Customer Services);
• Email: furtherinfo@firmusenergy.co.uk
• 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:

• Telephone: 0800 121 6022
• Email: contact@consumercouncil.org.uk
• Website: www.consumercouncil.org.uk

By audiotape or letter: The Consumer Council, Floor 3, Seatem House, 28-32 Alfred street, Belfast, BT2 8EN