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Making a Complaint

This note provides you with everything you need to know about making an enquiry. It also describes our complaints handling procedure in the event that you wish to lodge a complaint.

Contents

  1. What you can expect from us
  2. How to make an enquiry or complaint
  3. Our complaints handling process
  4. What happens if you are still unhappy

If you are a Northern Ireland Housing Executive tenant with an enquiry or complaint about a contractor working on their behalf, you should contact your local Housing Office.

If you have an enquiry or complaint about your gas bill or gas meter reading, you should contact your natural gas supplier.

1. What you can expect from us

  • We always aim to respond promptly to your enquiry or complaint.
  • We will treat you with courtesy at all times.
  • We will treat in confidence any personal details you give us as required under the Data Protection Act 1998.
  • We will do our best to resolve your enquiry or complaint the first time you contact us.
  • We will explain any action we intend to take to resolve your enquiry or complaint.
  • If we need more time to look into your enquiry or complaint, we will keep you informed about our progress.
  • If you are making a complaint we will do our best to resolve it as quickly as possible.
  • If you are not satisfied with the way we handle your complaint, we will tell you about other steps you can take.

2. How to make an enquiry or complaint

When you tell us about your enquiry or complaint, we will strive to solve it straight away, even during the call if you contact us by telephone. First class customer service is vital to us. If we fail to offer excellent customer service, we try to fix this.

You can contact us by telephone, online or in writing:

Telephone     03454 55 55 55*

Online            online

Writing           Customer Services Manager
Phoenix Natural Gas Limited
197 Airport Road West
Belfast
BT3 9ED

Fax                028 9055 5500

3. Our complaints handling procedure

If you wish to lodge a complaint and we cannot resolve it immediately, we will give you a reference number (quoting this when you contact us helps us provide a more efficient service).

We will pass your complaint to the relevant departmental manager and aim to respond to your complaint within ten working days of recording it. If we need more time to look into your complaint, we will agree this with you and keep you fully informed of our progress.

Where an initial response has been provided, we will provide a substantive response within 20 working days of recording it.

In the unlikely event that we cannot reach agreement on a satisfactory resolution at this stage, we will endeavour to fully resolve your complaint within three months.

4. What happens if you are still unhappy

If you are still unhappy after giving us the opportunity to resolve your complaint, you can contact the Consumer Council for Northern Ireland for free independent advice. The Consumer Council will act on your behalf and liaise directly with us. You can contact the Consumer Council’s consumer support team on 0800 121 6022 or write to them at:

Consumer Council for Northern Ireland
Floor 3, Seatem House
28-32 Alfred Street
Belfast
BT2 8EN

5. The Phoenix Natural Gas Standards of Service

Phoenix Natural Gas is committed to delivering a high quality service to its customers. Under the Gas (Individual Standards of Performance) Regulations (Northern Ireland) 2014, all gas companies in Northern Ireland must observe a set of Guaranteed Standards of Service. The Phoenix Natural Gas Notice of Rights (“Notice of Rights”) explains the individual standards of performance you can expect from us and outlines the compensation you could receive if we fail to deliver these standards.

The Phoenix Natural Gas Notice of Rights and Standards of Service documents can be accessed online at Standards Of Service



*Calls to 0345 numbers are charged at the same rate as calls to standard landline numbers starting with 01 and 02. The cost will be the same if you are calling from a landline or mobile. If you have 'free' minutes as part of your mobile phone tariff then calls to 0345 numbers should come out of that and there should be no additional charges on your bill.

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Installing natural gas central heating does eliminate the need for a separate hot water tank, so it is possible to free up some space where the hot press currently exists. However, it is not a requirement of installing natural gas central heating that your hot water tank is removed, so it is entirely your choice.

Homeowners installing a new central heating appliance will be required to make an application to the Builiding Control department of their local council prior to work commencing.

Once you have requested your connection to the natural gas network, it can take up to 15 working days to get a planned connection date. Your natural gas connection is installed over approximately 5 working days, which includes re-instatement on private and public property.  The final stage is the internal installation completed by your installer which (depending on the work involved) can take on average 3 working days.

Currently Phoenix Natural Gas offers a free connection to the natural gas network, worth up to £750.  Work to install your natural gas appliance, e.g. central heating or gas fire is carried out by an independent Gas Safe registered installer.  Details of these installers can be found here.

There would be more energy saving benefits to change everything at once, but we realise that family budgets may prevent this. It is possible to change over in stages, as financial considerations allow.

As with any major home improvement there will be an element of disruption, although both Phoenix Natural Gas and Gas Safe registered installation companies (registered with Phoenix Natural Gas) will aim to keep this to an absolute minimum.

The network operator provides and maintains the natural gas network.  The supplier buys gas which they then sell to consumers via the network operator’s network.  Your supplier is your first point of contact for billing queries and payment card requests.

Phoenix Natural Gas is the gas transporter and network operator.  We do not supply natural gas.  Details of gas suppliers in the greater Belfast area can be found here.

This section is currently under review.

Please call your gas supplier or 03454 55 55 55 for help and advice.

We apologise for any inconvenience caused.

 

Phoenix Natural Gas is the network operator and not the gas supplier.  Therefore, you will need to speak to your gas supplier.  Details of suppliers can be found here.

On occasion Phoenix Natural Gas will need to carry essential maintenance on the gas meter.  We will endeavour to notify you of this to enable access to your gas appliances after the work is carried out. However, we know that this is not always convenient for consumers. 

If we have been at your property and left a no access card this will give the appropriate number to call to get your gas switched back on.  If you have any questions regarding this please contact our customer services team on 03454 55 55 55.

Natural gas is the fuel of choice for many consumers across Europe with 20 million customers in Great Britain alone. Phoenix Natural Gas continually monitors the system for safety and operates a 24-hour emergency response service, 365 days a year. All gas appliances should be correctly installed by a Gas Safe registered installation company and should be checked annually.

Natural gas is a very convenient, clean and versatile fuel. But like all fuels it must be handled wisely to ensure its safety and efficiency. If you think you smell gas, you should contact the 24-hour gas emergency service on 0800 002 001 or click here for further advice.

 

No. All installers who are eligible to carry out natural gas work have been registered with Gas Safe Register, which is the national watchdog for gas safety in the UK. Many of these installers will also be registered with Phoenix Natural Gas, which ensures that you can take advantage of our many offers and incentives for new customers switching to natural gas.

A number of installation companies offer a finance facility which allows you to install a new high efficiency natural gas system and spread the cost of installation over a fixed number of months.

For more information on Finance please click here.

For a full list of Phoenix registered installers please click here.