Complaints Procedure

Our commitment

A complaint is any expression of dissatisfaction about our service, whether or not you use the word complaint. Raising one is free. We will treat you fairly, record the issue, investigate the available evidence and explain the outcome in clear language.

How to complain

Email Admin@nua-energy.com, call 01633 777 000, or write to Complaints, NUA Energy Group Ltd, St. Christophers Bungalow, Caerleon, NP18 1AA. You may ask another person to act for you if you give us suitable authority.

What to include

Please give us enough information to identify the matter and understand what you would like us to do.

• Your name, organisation and preferred contact details
• Relevant site, meter, supplier, contract or reference details
• A clear description of what happened and when
• Copies of relevant emails, bills, quotations or call details
• The outcome you are asking for

What happens next

We aim to acknowledge a complaint within five working days and identify the person handling it. We will review relevant records and may ask for further information. We aim to provide a reasoned response or a progress update within ten working days, and we will keep you informed if the investigation needs longer.

• The complaint will be considered by someone with suitable authority
• You can ask for a senior review if you disagree with the initial outcome
• Our final response will explain our findings, any remedy offered and the next escalation route
• We aim to issue a final response as soon as possible and no later than the applicable ADR time limit

If another firm is involved

Some issues concern an energy supplier, metering provider, installer, funder or another organisation. We will still record your complaint. If another firm is responsible for all or part of it, we will explain why and provide the relevant contact details. Where appropriate and permitted, we may pass the matter on with your consent.

Possible outcomes

Depending on the evidence and the service involved, an outcome may include an explanation, correction, apology, completion of agreed action, service improvement or an appropriate payment. We will state clearly if we cannot provide the outcome requested and explain the reason.

Deadlock and independent dispute resolution

If we cannot agree an outcome, we may issue a final response or deadlock letter. At the date of this procedure, an eligible business may be able to approach the applicable alternative dispute-resolution scheme after eight weeks from the original complaint, or sooner after receiving a deadlock letter. Scheme rules and waiting periods can change, so our final response will identify the route and current timing that apply.

Energy Ombudsman eligibility

Energy Ombudsman offers free, independent dispute resolution for eligible small businesses and microbusinesses. It can accept a complaint about an energy broker only where that broker participates in its scheme and the complaint meets its Terms of Reference. Check the Energy Brokers Register and current eligibility rules before applying.

Energy Ombudsman contact details

If the Energy Ombudsman scheme applies, you can raise a dispute online or contact Energy Ombudsman by telephone on 0330 440 1624, by email at enquiry@energyombudsman.org, or by post at Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF.

Accessibility, records and improvement

Tell us if you need information in a different format, a communication adjustment or support from a representative. We keep complaint records for an appropriate period, monitor themes and use findings to improve our service. Personal information is handled under our Privacy Policy.