T: 0208 334 7006   |   E: info@novoenergy.co.uk

Complaints Procedure

Should there be an issue regarding any of our services

We will aim to resolve these as quickly as possible.

  • Once a complaint has been received, a member of our Client Relations team will be in contact within 2 working days to acknowledge receipt and to confirm any details.

  • We will then aim to resolve your complaint within a ten working day period of receiving your notification.

  • If your query has not been resolved within 10 working days an appointed individual will review why the query has not been resolved, and/or identify any issue which has led to your dissatisfaction with how we have dealt with your complaint. They will instigate an internal review to understand if there was anything we should have handled differently or areas where we can improve. They will aim to complete this within seven working days.

  • Complaints received will be logged accordingly and all relevant information and correspondence stored securely upon Novo Energy’s systems.

Novo Energy take every complaint very seriously, aims to consider all complaints within a 10 working day timeframe and aims to use complaints as an opportunity to learn and improve its services.

If you are not completely satisfied with the outcome or a complaint has been unresolved for 8 weeks, you can contact the Energy Ombudsman at: https://www.ombudsman-services.org/energy.html This service is impartial and free of charge to you.