We'd like you to be happy with our service. However, we know that sometimes things can go wrong. If you have a complaint, we’ll do everything we can to resolve it with you as quickly as possible.
Let us try and resolve your problem
Please give us the chance to put things right by contacting our Customer Services Team.
Call us on 0330 100 8100
Opening hours: Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm.
Contact us online: Use the Live chat option below.
If you’d prefer to visit one of our offices and speak to someone face-to-face, please call us. We’ll be happy to arrange a meeting with you.
Write to us: Customer Services npower PO Box 583 Hull, HU5 1YU.
If you call us, of course we’ll apologise straight away. We’ll do what we can to resolve the problem there and then, but if our Customer Service advisers can’t do that, or if you contact us by post or email and we can’t answer your query, we’ll pass the information over to our Complaints Team immediately (see step 2).
We’ll open a case and assign a dedicated case handler
Our Complaints Team will open a case and give you a reference number, usually within five working days. Your dedicated case handler will investigate your complaint in detail, and they’ll work with you to resolve your problem as quickly as possible. We’ll usually do this within 28 working days, but if it takes longer than this we’ll tell you how long it’s likely to take and keep you informed of our progress throughout. If our Complaints Team can’t agree a solution with you, they’ll pass your complaint to our Complaints Manager (see step 3).
Our management will review and investigate
Our Complaints Manager will review the actions we’ve taken and any letters, emails and phone calls between us. They’ll also review the way we’ve handled your complaint if you tell us you’re not happy. They’ll usually do this within five working days.
If we’ve investigated everything and still can’t agree a way forward, we’ll send you our ‘final position’ letter (also called a ‘deadlock’ letter). If you’re a microbusiness customer, you have the right to take your complaint to the Energy Ombudsman, and this letter will tell you how to contact them.
If we haven’t been able to resolve your complaint within eight weeks we’ll send you our ‘eight week’ letter. If you’re a microbusiness customer, you have the right to take your complaint to the Energy Ombudsman, and this letter will tell you how to contact them.
Microbusiness Customers Independent review
If you’re a microbusiness customer and we’ve sent you our ‘final position’ letter or we haven’t been able to resolve your complaint within eight weeks, you can take your complaint to the Energy Ombudsman. The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It’s free to use their services, and they’re totally independent – so they don’t take sides, and they make their decision based only on the information available.
If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what’s gone wrong, correct the problem and give you a financial award. You don’t have to accept their decision.
What is a Microbusiness customer?
Microbusiness customers are defined by energy regulator Ofgem as businesses that use not more than 100,000kWh of electricity per year, or not more than 293,000kWh of gas, or have fewer than 10 employees (or their full-time equivalent) and an annual turnover or annual balance sheet total of €2 million or less).
Ways to contact the Ombudsman Service:
- Visit ombudsman-services.org/energy
- Email email@example.com
- Call 0330 440 1624
- Textphone 0330 440 1600
Contact Citizens Advice if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official source of free and independent energy advice and support and can be contacted at any stage during your complaint .
- Visit citizensadvice.org.uk/energy
- Call the Citizens Advice consumer service on 0808 223 1133 (calls are free).
Can't find your answer online?
Live Chat opening times: Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm. To get you to the right person faster, please have your account number handy when you contact us.