To ensure we deal with your complaint in the most effective way please select below to identify if you are a Microbusiness Customer.
If you are unsure whether you classify as a Microbusiness customer please refer to this
link.
Log your complaint with us via online form, email, phone, or a letter.
Online Form: Please complete
this form.
Phone:
01904 935072
Email: info@nug-ltd.co.uk
Letter: Northstar Utility Group, 20-24 Railway Street, Newcastle Upon Tyne, Tyne and Wear, NE4 7AD
If a complaint is made in writing, we will respond within 1 working day,
however kindly allow time for postal delivery.
We will acknowledge and record your complaint within 1 working day of receipt, after which we will carry out our initial investigation and provide a response, where possible, within 10 working days.
If you are unhappy with the initial outcome, then you may wish to appeal. To do this, simply write to us and request for the matter to be re-evaluated by a senior member of our Compliance Team. You must do this within 28 calendar days of receiving our initial response. Please state the grounds of your appeal.
If your complaint remains unresolved after 8 weeks, or we have issued you with our final position (deadlock) letter, you may wish to contact the Energy Ombudsman service. The Energy Ombudsman service is free to use, and will complete a free and impartial investigation on your behalf and provide you with an outcome.
Email: [email protected]
Phone: 0330 440 1624
Letter: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Log your complaint with us via our online form, email, or letter.
Online Form: Please complete
this form.
Email: info@nug-ltd.co.uk
Letter: Data Protection Team, Northstar Utility Group, 20-24 Railway Street, Newcastle Upon Tyne, Tyne and Wear, NE4 7AD
We will acknowledge and record your complaint within 30 days of receipt, and will confirm when you can expect a further response. We may require proof of ID, or proof of authorisation if you are complaining on someone else’s behalf. If applicable, we will request this when acknowledging your complaint.
We will investigate your complaint promptly, making enquiries into the subject matter of the complaint to establish the relevant facts. You will be informed of the progress of our investigation, and may be asked to provide further information where necessary.
We will send you a formal response to your complaint without undue delay.
