How Do I Make A Complaint

At the GMG Energy Club, we strive to offer the highest level of quality and excellence at each stage of your journey with us and always aim to continuously improve our services. All complaints will be treated with courtesy and respect.

If something doesn’t quite meet your expectations, please see below the steps in which we will take and the timescales for each point. A complaint might be resolved for example by apologising, making a goodwill gesture or giving compensation.

If you would like to raise a complaint, you can let us know by phone, e-mail or post.

  • Phone – 0844 406 8541 opt 2
  • E-mail – [email protected]
  • Post -  GMG Energy Club 207 Knutsford Rd, Grappenhall, Warrington WA4 2QL

What will happen next?

  1. We will write to you to acknowledge receipt of the complaint within 5 working days.
  2. Should a resolution not be made within 5 working days, we will investigate further and update you within 15 days of the initial complaint, advising you of our progress and the expected timescales to propose a resolution.

  3. If your complaint is particularly complex, it may take up to 8 weeks to fully investigate. If we have been unable to agree on a resolution at this point, we will provide you with our final response. This is known as a ‘Deadlock’ letter.

What do I do if I am not satisfied?

If you are still not satisfied with the resolution, you can contact the Ombudsman Services Energy who can investigate the complaint further for you. This service is free and impartial.

Their contact details are:

  • Phone – 0330 440 1624
  • Website –
  • Post – Ombudsman Services Energy, P.O. Box 966, Warrington, WA4 9DF
  • E-mail – [email protected]


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