Submitting a Complaint

The quickest way to raise a concern is by emailing us at support@nescolutilities.co.uk.

If you prefer writing to us, you can send your letter to our postal address — but contacting us via phone is generally faster.

What Happens After You Complain

• Your complaint will be assigned to your account manager, who will send you an email outlining the complaints process.
• Expect a reply within 3 working days. We will aim to resolve your issue within 7 working days.
• Every detail of your complaint will be documented to help us improve our service
• Depending on the situation, resolution may include:
  • A detailed explanation of what went wrong
  • An apology
  • Corrective action
  • Compensation, where appropriate

Not Satisfied Yet?

If your complaint has not been resolved within 7 working days, or you are unhappy with how things are progressing, we’ll escalate the issue to a senior manager.
They will:

• Review your case with your account manager
• Contact you directly to work toward a resolution

Commitment to Transparency

We publish complaint data to show how seriously we take feedback. It is part of our commitment to being transparent and holding ourselves accountable.

Further Review (Internal Investigation)

If you are not happy with our resolution, we will review the case again internally.
We will:

• Reassess how your complaint was handled
• Communicate our final decision and reasoning
• Share next steps or timelines if further action is needed

Energy Ombudsman Services

You can contact the Energy Ombudsman if:

• Your complaint has been unresolved within 8 working weeks
• You have received a Final Resolution Offer Letter and still are not satisfied

This is a free, independent service. If you accept their decision, it becomes binding for us—but not for you.