Our Complaints Procedure

We value all of our relationships so how we manage the expectations of our clients, suppliers and partners is of the utmost importance to us. We pride ourselves on the excellent level of service we provide and the professional conduct of our staff.

We continue to ensure we have robust and transparent procedures in place to ensure that if things do go wrong, we can be trusted to do everything we can to put them right by either apologising, making a goodwill gesture or giving compensation.

Immediate support when you need it

In the unfortunate circumstance that you have a complaint, we would urge you to liaise directly with your dedicated point of contact at NRGUtility Ltd, whether that is your Account Manager, Sales Manager or Operations Manager, either by phone, in person, or in writing (including by email).

Immediate support when you need it

In the unlikely event that you feel you need to escalate this further, we have a dedicated feedback team who can be contacted at

How we promise to handle your enquiry

  1. You get in touch and tell us why you aren’t happy
  2. Our team will do everything they can to resolve your complaint
  3. If the problem can’t be resolved, your case will be passed to our Escalated Complaints Team
  4. One of our experienced complaints team will be in touch within 5 working days.
  5. Some things might take a little longer than 5 days, but don’t worry we will keep you up to date.
  6. If at any point you are unhappy with how your complaint has been handled, we can offer you an internal review.
  7. It’s easy to get free, independent and impartial advice from Citizens Advice, their details can be found below.
  8. As part of resolving your complaint, we will provide you with an explanation of what went wrong, fix the problem and apologise. If appropriate, we may also offer compensation.
  9. If your complaint isn’t resolved within 8 weeks or we have provided your with our final position (deadlock letter), then you have the option to refer your complaint to the Energy Ombudsman
  10. The Energy Ombudsman will undertake an independent investigation on your behalf.

The Energy Ombudsman

If we’re not able to resolve your complaint directly, then you’re welcome to contact Ombudsman
Services. We subscribe to their Alternative Dispute Resolution scheme, so that customers have access to
their free and impartial dispute resolution service. For more information please visit

They are approved by the energy regulator Ofgem to independently handle disputes between energy consultancies, energy companies and their customers, which includes domestic customers and micro businesses. Their service is free to consumers and simple to use. Before using the energy ombudsman you must first raise your complaint with us and give us the opportunity to resolve the issue. When you contact the energy ombudsman, they will assess whether your complaint is something they can help with and advise you of the next steps. They are independent and will handle your complaint fairly, considering the information that both you and we provide. If we have done something wrong, they can request that we put things right.

For any further questions regarding our Complaints Handling Procedure, please contact NRGUtility Ltd on or call 0333 7722334.

For purposes of quality control and training, we may record or monitor our calls and emails.

Citizen Advice

You can contact Citizens Advice at any point and it’s easy to get free, independent and impartial advice as an energy customer. They can help with a number of different things, from advice on your bills, what help is available if you are struggling to pay your bills or if you want advice on raising a complaint. To know your rights (English or Welsh), you can visit Citizens Advice or give them a call on 0808 223 1133

Contacting the Ombudsman