In the event that you're not happy with our initial 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
You can also contact us by calling us or submitting a query online.
If following a review and formal response, you're 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 complaints 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
Telephone: 1800 404 404
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
Where can I find further information on your codes of practice and customer charter?