How to Submit a Complaint
If you’re a tenant or customer experiencing an issue, we encourage you to contact us as soon as possible. You can submit your complaint through the following convenient channels:
Phone: Call our support line at 0191 429 0901. Our team is generally available Monday to Friday from 9:00 AM to 5:00 PM (excluding public holidays) to discuss your concerns directly.
Email: Send your details via our Contact Form. This allows you to provide a written record and should you wish to send any relevant files/documents/images/videos, please request our email address via the contact form.
To help us investigate and resolve your complaint efficiently, please include the following information:
Your full name
Your address (including postcode)
Contact details (phone number and email)
A detailed description of the issue, including dates, times, and specifics Any supporting evidence, such as photos, videos, emails, or other correspondence will need to be sent via email, so please request this and we will happily provide the best address related to your issue.
What Happens Next?
Once we receive your complaint:
Acknowledgment: We’ll confirm receipt within 2 business days and provide a reference number for tracking.
Investigation: Our team will review the details and may contact you for additional information.
Resolution: We aim to resolve most complaints within 10 business days. If more time is needed, we’ll keep you updated on progress.
Escalation: If you’re not satisfied with the outcome, you can request a review by a senior manager or escalate to an independent ombudsman, such as the Energy Ombudsman (details available upon request).
Your satisfaction is our priority, and we use feedback to continually improve our services. Thank you for choosing GEC Power for your home energy needs.