NFU Energy Complaints Procedure
We aim to give you the best customer service possible, but if you feel we have fallen short of this, please let us know. Very often misunderstandings can be sorted out on an informal basis, and we welcome the chance to put things right. However, if you feel the problem needs to be looked at and put on an official footing, you can follow our complaints procedure. We will work to put things right for you as quickly as possible; keeping you fully informed during all stages of the procedure.
Our complaints procedure lets you know how to go about making a complaint and how to take it further, if you need to.
To ensure that we can deal with your complaint in a prompt and efficient manner, you are advised to use the contact details below.
Telephone: 024 7669 6512
Email: [email protected]
Our objective is to deal with all complaints fairly, confidentially and effectively and to keep you updated on the progress made.
In the majority of cases, we will endeavour to resolve your complaint within five working days of you contacting us.
Occasionally, the resolution may take longer, if the nature of the complaint is more complex.
In such an instance we will write to you within five working days to acknowledge your complaint and advise you who will be dealing with the issue.
If we have not resolved your complaint within four weeks, we will provide you with an update and an anticipated timescale for conclusion.
In exceptional circumstances, when a complaint is still not resolved after a further four weeks, we will send you a further update to explain why we are unable to send a final response, together with a revised timeframe for resolution.
Once a complaint is resolved we will contact you to confirm our final response with an explanation of the investigations we have undertaken.
If at this point you are dissatisfied with the response to your complaint please contact our Operations Team via the methods noted above, within 8 weeks of receiving our final response.
If we do not hear from you within 8 weeks of our final response, we will consider the complaint closed.