Making a complaint

If you're unhappy with one of our services, you can make a complaint using the options below. We can accept complaints from our customers and anyone affected by one of our services.

You'll also find information about what happens next, our response times and what you can expect from us.

How do I make a complaint?

What happens after I make a complaint?

Once we receive your complaint, we'll give you a reference number, acknowledge it within 5 working days and start looking into what has happened. We will:

  • investigate the issues you've raised
  • keep you updated on our progress
  • explain our decision and any actions we'll take
  • work with you to resolve the complaint where possible

We'll aim to provide a response within 10 working days and let you know if we need more time.

Our Complaints Policy explains our complaint stages, response times and how we'll work to resolve your complaint fairly and consistently.

Read SNG's Complaints Policy


What can you expect from us?

Our Complaints Promise explains how we'll handle your complaint and the service standards we're committed to providing.

Read SNG's Complaints Customer Promise


What if I'm not happy with the outcome?

If you're unhappy with our response, you can ask us to review your complaint - a senior manager will review the complaint, the outcome and any additional information you've provided.

If you're still unhappy with our final response, you can ask an independent organisation to review your complaint. If you need support or advice, contact your local Citizens Advice or another independent advice service.

Find out how to escalate your complaint


Can I claim compensation?

In some circumstances, you may be able to claim compensation if we've failed to deliver a service.

When considering a claim, we'll look at factors such as:

  • the impact on you
  • how long you've been affected
  • how quickly the issue was resolved
  • any significant distress caused
Read SNG's Compensation Policy for more details