I’m not happy with the way my complaint was resolved, what do I do?

 In the event that you are not happy with our response to your complaint, or the way it was handled, you may request that your complaint be escalated, or you may write to:  

Customer Care Department  
PO Box 10943  
Dublin 2.  

You can also email us on customercare@bordgais.ie   

If following a review and formal response, you are still not satisfied that your complaint has been dealt with, then the matter can be referred to the Commission for Regulation of Utilities (CRU) for a final review. The CRU operates as an independent review body and issues rulings on complaint on a case by case basis.  

Your complaint may only be handled by the CRU after it has gone through Bord Gáis Energy’s full complaints handling procedure.  

The office of the Commission for Regulation of Utilities can be contacted by the following means:  

Customer Care Team  
Commission for Regulation of Utilities  
P.O. Box 11934  
Dublin 24   

Telephone: 1800 404 404  
Fax: 01 4000 850  
Email: customercare@cru.ie  
Web: www.cru.ie/home/customer-care   

The CRU cannot deal with complaints in relation to gas boiler installation, the conduct of Registered Installers or Natural Gas Finance Limited. Please refer unresolved complaints in relation to these to:  
Competition and Consumer Protection Commission
PO Box 12585 Dublin 1
Tel: 01 402 55 55
Web: www.ccpc.ie