Call us
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Complaints Procedure
CNG Switch aims to handle complaints clearly, fairly and professionally.
CNG Switch aims to provide clear, professional and adviser-led business energy support. If you are unhappy with any aspect of our service, we encourage you to contact us so the matter can be reviewed properly.
Clear complaints process
Written response route
Escalation information
How to raise a complaint
Tell us what has happened so we can investigate properly
If you feel that we have not achieved the level of service you require, please let us know. You can contact us by phone, email or post.
Email us
Please email your complaint to:
Write to us
CNG Switch Limited
1 Cardale Park
Beckwith Head Road
Harrogate
North Yorkshire
HG3 1RY
What happens next
How CNG Switch reviews and handles complaints
We aim to resolve complaints as quickly and effectively as possible. If your complaint cannot be resolved at the first point of contact and needs further investigation, we will keep you informed and explain when we aim to provide a resolution.
✔ We will review the details of your complaint carefully
✔ We will keep you updated if further investigation is needed
✔ We aim to deal with complaints within 20 working days where possible
✔ If a matter is complex, we aim to provide a resolution in less than 8 weeks
Information to include
To help us investigate, please include your business name, contact details, account or supplier information if relevant, and a clear explanation of what has happened.
If you remain unhappy
Independent advice and escalation
If you remain unhappy following our response, you may wish to seek independent advice or review external escalation options where appropriate.
Ombudsman Services
Ombudsman Services provides a free service at no cost to you.
Keep records
Keep copies of emails, letters, bills, contracts and any supplier communications connected to your complaint.
Contact route
For complaint matters, please use complaints@cngswitch.co.uk so your enquiry is directed correctly.
Need to raise a complaint?
Please contact us with the details of your complaint so we can review the matter properly.
Clear process
Written contact route
Independent escalation information