Complaints Procedure


As we value all our customers feedback, and we want to ensure we are doing things right by you, we have a complaints procedure in place. It provides a documented approach on how we handle complaints and ensures a consistent approach is taken to each issue raised. It allows us to monitor the smooth running of the process when dealing with the issues raised and provide internal feedback when need for training and quality issues.


What can you expect?

We will deal with your issue fairly, thoroughly and precisely. We aim for issues not to arise however from time to time mistakes can be made. If this happens you will be entitled to one or a mixture of the following:

  • An apology

  • A detailed explanation of our findings

  • Details of any actions we have taken to put things right for you


How do I get in touch?

Phone: 01429 802579

Address: F.A.O Complaints Department, Northern Utility Solutions, Hartlepool Enterprise Centre, Brougham Terrace, Hartlepool, TS24 8EY


How to make a complaint?

You can make a complaint in writing, by email or via our webform at the bottom of the page. If you are writing or emailing us, please provide the best telephone number for us to contact you on. If you do not wish to be contacted by telephone, please let us know how you wish to be contacted.

What will happen next?


We will confirm your complaint has been received within 5 working days and provide you with a unique reference number, this is what you will quote to us when dealing with your issue. Once we have acknowledged receipt of your complaint, we will carry out an in-depth investigation within 14 working days and we will contact you once this is complete. In some cases, the issue may take longer to investigate and resolve and if so, we will be in touch with you. Once resolved we will provide you with an outcome and we will then close the complaint. If we do not receive any response from you, your complaint will automatically be closed after 28 days.

...And if I'm still not happy?

If you are unhappy with the resolution of the complaint you can appeal. You have 14 days from the date of your closure letter to appeal in writing and this will be reviewed internally. We will then contact you with the outcome.



If we can’t reach a mutual agreement, we will send you a final response, known as “Deadlock” which then allows you to seek independent advice from the Energy Ombudsman. Also, if after 8 weeks a resolution hasn’t been reached, you have the right to contact the Energy Ombudsman. If you do decide to do this, you must contact them within 12 months of receiving the “Deadlock” Letter. 


If you remain unsatisfied with the response to your complaint, and we have provided our final written response, or 8 weeks has passed since you originally informed us about your complaint, you have the right to contact the Energy Ombudsman. The Ombudsman is there to help resolve disputes; it is a free, independent service and the decision is based on the information available. Their final decision is binding to Northern Utility Solutions Limited, not the customer. 


The Energy Ombudsman can be contacted as follows: In Writing: PO Box 966, Warrington WA4 9DF
By Telephone: 03304401624



For free impartial energy advice, you can contact the Citizens Advice Consumer Services (CACS) on 08082231133. The CACS provides free and independent help and advice to small businesses on energy issues, contract issues, and raising a complaint. 



For free impartial and confidential debt advice to small businesses and the self-employed, you can contact the Business Debt line on 08001976026.