NSG works hard to provide all our customers with the best service possible. Yet, things can sometimes go wrong, and when they do, we wish to resolve the issue. It is important that you follow the formal complaint process for our company.

COMPLAINTS POLICY 

INTRODUCTION 

STEP ONE - GET IN TOUCH

Contact our Customer Services team at the earliest opportunity between 8:00 am to 7.00 pm - Monday to Friday. 

 

By Email: Support@nsg.org.uk

In Writing: 76 Hepscott Terrace, South Shields, Tyne and Wear, NE33 4TJ 

 

Once you issue a written complaint, we will investigate it. Our Complaints Team will look to acknowledge your complaint within 24 Hours to Five working days receipt of the electronic email or written letter depending on its severity. We will look to complete our investigation within Ten working days; after which you shall receive a detailed explanation of our findings and our decision on your complaint. 

STEP TWO - ESCALATE YOUR COMPLAINT 

If your complaint has not been resolved within eight weeks, or you would like us to review the original decision of your complaint, you can escalate this to complaints@nsg.org.uk.

 

We will look to provide an update on our original decision for you within two weeks.

 

With microbusinesses, if after eight weeks we can’t resolve your complaint or you are not satisfied with our decision, you have the right to refer your complaint to the Energy Ombudsman.

 

As an independent body, the Energy Ombudsman is able to arbitrate any disputes between customers and suppliers. The service is completely free to use. The Ombudsman has the authority to resolve a complaint and suggest corrective action to be taken by us or you. If you accept the Energy Ombudsman’s decision, we are then legally obliged to put the recommended solution in place. You can decline a decision by the Ombudsman and take your complaint elsewhere such as the courts.

You can contact the Ombudsman by:

 

T: 0330 440 1624 (Phone line open 8 am-8 pm Monday to Friday, 9 am-1 pm

E: enquiry@ombudsman-services.org (emails are responded to within five working days)  

A: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF 

 

Disclaimer: Please note the Energy Ombudsman will not investigate complaints made by non-microbusinesses.