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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: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:

By audiotape or letter: 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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How do you pay for your natural gas?

By Credit

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Yes
or

With a Pay as You Go card

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

Yes

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.

or

Large Business


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

Make sure you have your bank details and SMP number ready

Bank details

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&

SMP Number

This is the number usually at the top right of your bill

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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