Service

We hope that our customers will be fully satisfied with Opal’s service at all times. However, we do understand that very occasionally there may be times where we fall short of your expectations.

In these circumstances, we will endeavour to put things right as quickly as possible and resolve any issue to your complete satisfaction. If you do have a problem which you wish to formally escalate then please contact us as soon as possible by following the steps below.

Making a complaint

 

How to contact Opal:

  • Call our customer service team on 0330 400 4444 during office hours

  • Send an e-mail to admin@opal-utilities.com

  • Send a letter to Opal Utilities Limited, PO Box 818, Harrogate HG1 9XE

Our office hours are between 08:30 and 17:00 Monday to Thursday, 08.30 to 13.30 Friday (excluding bank holidays).

We will try to resolve the complaint immediately but if this isn't possible we will give you a contact name and reference number. We will record the nature of the complaint and inform you of the next steps along with an indication of how long it will take to resolve. We aim to reach a resolution within 5 working days.

Data Protection & GDPR complaints

 

If you believe Opal has breached GDPR regulations regarding your information then in the first instance, please email details to admin@opal-utilities.com. Please state the nature of the alleged breach including: parties involved, dates, times etc.

We will acknowledge your complaint within 48 working hours and commence an investigation.

Alternatively, you can make a complaint to the Information Commissioner’s Office (ICO) using the following details:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF.