how to make customer services listen to your complaint

It can be hard to get your complaint heard, and even harder to get it resolved. Below, we explain everything you need to know to effectively complain to Npower, including the relevant addresses and social media pages. 

How to complain directly to Npower

Npower’s customer service team is on 0800 073 3000.

You can also email complaints@npower.com or write to Complaints Team, Npower, PO Box 177, Houghton-le-Spring, DH4 9AQ​

It this route doesn’t work, the next step is to contact the Customer Relations Team. They will have been handed any unresolved complaints, but you can follow up with them on 0800 316 9328 or by emailing customer.relations@npower.com. 

It used to be worthwhile sending a letter to the CEO marked “private and confidential”, but this isn’t as effective as it used to be now that so many people use it. However, the CEO of Npower, Paul Coffey, can be contacted on paul.coffey@rwenpower.com. For more chief executive information visit: ceoemail.com 

How to complain via social media

Try contacting the supplier on its Facebook page.

Energy ombudsman

If your complaint hasn’t been resolved in eight weeks, then you can make a formal complaint to the energy ombudsman service.

This is a free, impartial service for energy consumers. It will investigate customer complaints and its decision is binding, so Npower would have to pay up if it found in the customer’s favour.

Call: 0330 440 1624 or write to Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF.