Complaints Procedure

We hope that our customers will be fully satisfied with Opal’s service at all times. However, we do understand that very occasionally there may be times where we have fallen short and not met your expectations.

In these circumstances, we will endeavour to put things right as quickly as possible and resolve any issue to your complete satisfaction. If you do have a problem which you wish to formally escalate then please contact us as soon as possible by following the steps below.

Step 1

Making a Complaint

How to contact Opal:

  • Call our customer service team on 0300 400 4444 during office hours
  • Send an e-mail to enquiries@opalgas.com
  • Send a letter to  Opal Gas Ltd, PO Box 818, Harrogate HG1 9XE

Our office hours are between 9 am and 5 pm, Monday to Friday (excluding bank holidays).

We will try to resolve the complaint immediately but if this isn’t possible we will give you a contact name and reference number. We will record the nature of the complaint and we will inform you of what will happen next and an indication of how long it will take to resolve. We will aim to reach a resolution within 5 working days.

Step 2

Escalating the Complaint

In the event that your complaint has not been resolved within 5 working days we will contact you by phone or e-mail and give you an update about what we plan to do next. Sometimes further investigation is required which can take up to 8 weeks, especially if we need to obtain information from third parties or other industry participants.

Following a full investigation we may take some or all of the following actions:

  • Issue an apology to you
  • Provide you with an explanation of the circumstances
  • Advise a solution
  • Offer you a goodwill gesture or compensation

Step 3

Final Process

In the unlikely event that you are still not happy following the full investigation or your complaint has not been resolved within 8 weeks from the initial point of contact, you have the right to take your complaint to the Energy Ombudsman.

You can contact the Ombudsman as follows:

  • Phone: 0330 440 1624
  • Text Phone: 0330 440 1600
  • Fax: 0330 440 1625
  • Email: osenquiries@os-energy.org
  • Post: Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF

You will find the Ombudsman’s factsheet, which gives you full details of their services and how they can help, on the website www.ombudsman-services.org/energy.

The Ombudsman offers free, independent advice and will investigate the complaint on your behalf. Its final conclusions are binding on Opal but not on you as a customer.