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Raising A Complaint

Our teams work their hardest to provide all customers with a complete customer experience of quality. We do understand that, on occasion, we may miss the mark which raises a cause for complaint.

If you do wish to raise a complaint, please complete the contact form below.

For any invoice or holdings disputes, please email ORDERGDC@gasdirectcymru.co.uk.

Our Service Level Agreement

We ensure all complaints are dealt with fairly and consistently. We want to understand where we have not met your expectations to help us provide and improve our service moving forward.

Once we have received a complaint, we endeavour to achieve a positive outcome as soon as reasonably possible.

Below we have outlined the maximum number of days we aim to have your complaint dealt with by.

Product Complaints
30 working days

Service Complaints
10 working days

All Other Complaints
10 working days

    Raise A Complaint

    We endeavour to investigate and respond to your complaint as soon as possible.

    To be able to assist you fully with your complaint, we require the following information:

    • Full Name

    • Contact Number

    • Ship To Number

    • Address

    • Postcode

    • Details About Your Complaint

    If you are a customer of Gas Direct or SIG, please email us here.

    If you are a customer of Gas Direct Cymru, please email us here.

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