We are committed to providing an excellent customer experience for all our Clients. If we fail to meet your expectations in any way, we want to have the opportunity to put things right first.


In the first instance, your initial communication will be with our Client Services Team who can be contacted by email to support@nsg.org.uk


Our Client Services Team will listen to your needs and will do their best to solve your issue promptly and fairly. We value the opportunity to review the way we do business which will help us meet clients’ expectations.





If we are unable to resolve an informal complaint. The Complaints Team will be instructed to conduct an investigation and you will receive a response of its findings within 15 days of receipt of the complaint. In exceptional circumstances where we are unable to reply within the first 15 days, we will reply providing a reason for the delay and deadline for response, of not more than 35 days after first receipt of 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, they will arbitrate any disputes. The service is completely free to use. They have 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.

























For non-energy concerns or queries for micro-enterprise or micro-business clients, you can use the free services of the Citizens Advice Bureau (England and Wales), Citizens Advice Scotland, and NI Advice (Northern Ireland).


To contact the agencies concerned, please press the corresponding country button.

















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.

Complaints Charter