Product & Service Complaints

Appliances
Contact your retailer to complain about appliance issues, and if they cannot assist you, contact the manufacturer or distributor, who should be listed on the guarantee.

Gas supply
If you have a problem with the gas company, in the first instance, you should make a formal complaint to your gas retailer’s in house gas complaints process.

Ensure that your complaint is clearly stated, and also make sure that the word “complaint” is used so that the company will be sure that you have instigated a formal complaints process.

The company then has 20 working days to respond to your complaint.

If the complaint is not resolved to your satisfaction, you may then take your complaint to the Electricity and Gas Complaints Commissioner.

There are instances where you might want to completely resolve your complaint with your local gas company directly. The Commission is not responsible for issues prior to 1 April 2005, and some gas companies are not members of the Electricity and Gas Complaints Commissioner Scheme. In these cases, you might want to contact your local Community Law Centre, Citizens’ Advice Bureau or even your local MP.

Service providers
If you have a problem with the work your gasfitter has conducted, first try to discuss the matter with them. Often issues can be resolved quickly and easily with good communications with your contractor. Be honest and explain exactly what you are not happy with and why.

Should the situation not be resolved, you may wish to make a formal complaint to the Plumbers, Gasfitters and Drainlayers Board. A complaint must to be in writing with relevant contact details for you and the contractor who carried out the work in question. Please explain clearly what the problem is.

The complaints process is clearly laid out on the PG&D Board website.