Complaints
If you have a complaint or problem, we want to fix it.
In the first instance, we want to help resolve your issue. Often a quick chat with us may be all that is required to resolve your concerns.
If you would like to make a complaint, please phone our Customer Care Team or fill out our enquiry form with your details (selecting complaints as the enquiry option).
They’ll take personal responsibility for ensuring your complaint is investigated promptly and resolved as quickly and fairly as possible.
We aim to resolve all complaints within 20 days.
If your complaint can't be resolved...
If your complaint isn’t resolved by us to your satisfaction, you can ask Utilities Disputes Ltd to look into electricity related complaints, or contact the Telecommunication Dispute Resolution Scheme for fibre network related complaints.
Utilities Disputes Limited
If we can’t reach an agreement on a complaint about our electricity network, you can contact Utilities Disputes Limited who are a free and independent complaints resolution service.
Telecommunication Dispute Resolution Scheme
Northpower Fibre is a member of the Telecommunication Dispute Resolution Scheme, which helps customers resolve disputes about telecommmunication services.