Complaints Policy
Vishal - Customer Complaints Manager, Nexora Energy
(You can get a copy of these complaint rules by email or post for free. Just ask us if you'd like one.)
How to Complain (Step by Step)
If you're not completely happy with our service, please tell us! We want to fix things.
We always try our best to give our customers the best products and service. We're always trying to get better. But sometimes, we might not get it right the first time.
When that happens, we want you to tell us what went wrong so we can put it right.
We want to make sure we:
How and Where to Complain?
If you're unhappy with anything about our service or products, here's how you can tell us:
How Long Will It Take?
We aim to sort out your complaint straight away. But if we can't, we will write to you within three working days to tell you:
We'll try to fix your complaint quickly, but if it's complicated, it might take a bit longer.
We'll keep you updated regularly. But if you want an update, just call us on 0330 113 9576 and ask to speak to the person dealing with your complaint.
What If We Can't Agree?
If we can't find a solution that you're happy with within eight weeks, we will:
Send you a letter explaining why there's a delay and when we expect to give you our final decision. Then, we'll send you our "final decision letter," which will explain our final answer.
If you get this "deadlock letter," or if your problem still isn't sorted after eight weeks, you can take your complaint to the Ombudsman Services.
The Ombudsman Services is a free and fair service for our customers to use.
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624