YOUR CONCERNS MATTER TO US

At Gazprom Marketing and Trading Retail (GMTR) we strive to achieve the very highest standards in customer service. Occasionally circumstances arise where those standard may not be met. If this occurs we want to know.This guide covers your rights and our responsibilities when handling your complaint.

GETTING IN TOUCH

When contact is made, please provide as much information as possible to allow us to resolve your issue. To ensure that you can contact us in the manner that suits you, please use any of the following methods:

Phone: 0845 230 0011
Website: www.gazpromretail.co.uk
Post: Gazprom Marketing & Trading Retail Ltd,
Customer Relations,
5th Floor, Bauhaus,
27 Quay Street,
Manchester, M3 3GY

STAGE ONE : INITIAL CONTACT

When contact is made, please provide as much information as possible to allow us to resolve your issue. We will endeavor to resolve your issue immediately If we cannot do so, then we shall provide you with a contact name and reference number to ensure you can easily get in touch. We will also provide regular updates to ensure that you stay in the picture.

STAGE TWO : ESCALATING YOUR QUERY

In the rare instance where our response is unsatisfactory, or you have not receive a resolution within four weeks, you may escalate your concern. You should have been sent a communication detailing the senior manager to contact, but if you have not done so ask to speak to management The manager will do everything they can to resolve your issue speedily and without delay. In any event you should expect a resolution within 2-4 weeks of escalation and no more than six weeks after your initial concern. Again depending on the on circumstances we may provide the following:

* An explanation of the circumstances around the complaint
* An apology
* Compensation

STAGE THREE : ARBITRATION

You have the right to refer your complaint to an independent arbitrator, the Energy Ombudsman after we have provided a final resolution or have not resolved your complaint within 8 weeks.The Energy Ombudsman is an impartial arbiter specialising in resolving energy customer complaints. They can be contacted by telephone on 0845 055 0760 or 01925 530 263 or by email: enquiries@energy-ombudsman.org.uk

For clear, practical consumer advice, call Consumer Direct on 08454 04 05 06 or visit www.consumerdirect.gov.uk