1. Purpose

This Complaints Procedure outlines how we handle complaints from customers and partners to ensure all issues are dealt with fairly, promptly, and transparently. Our goal is to resolve any concerns quickly and use feedback to continuously improve our service.

2. Scope

This procedure applies to all complaints received from:

• Business customers
• Suppliers
• Third-party partners or agents

It covers any aspect of our energy brokerage services, including (but not limited to):

• Sales and marketing practices 
• Contract terms or renewals
• Billing or commission transparency
• Customer service experience

3. How to Make a Complaint

Step 1 - Contact Us

Customers can raise a complaint using any of the following channels:

By Email:
📧 complaints@nurevoenergy.com

By Phone:
📞 020 8087 4676
(Available Monday–Friday, 9am–4pm)

Online:
Via our website’s contact form at www.nurevoenergy.com/contact

When submitting a complaint, please include:

• Your full name and business name
• Contact details (phone and/or email)
• Site address or MPAN (if applicable)
• Details of the issue, including dates and any supporting evidence

Step 2 – Investigation and Response

Your complaint will be reviewed by a senior member of our Management Team.
We will acknowledge your complaint and aim to respond within 10 working days, providing a clear explanation and, where possible, a proposed resolution.
Our goal is to resolve your complaint as swiftly and fairly as possible.

Step 3 – Appeal

If you are dissatisfied with the outcome or how your complaint was handled, you may appeal the decision.
Please submit your appeal within 28 calendar days of receiving our response, clearly stating the grounds for your appeal.

Your appeal will be reviewed by a Director for a final internal review. You will receive confirmation once the review has been completed.

Step 4 – Independent Review (Ombudsman Services)

If your complaint remains unresolved after eight weeks, or if you have received a deadlock letter from us, you may refer your complaint to Ombudsman Services: Energy for independent review.

This is a free and impartial service that will assess your case and help reach a fair resolution.

Energy Ombudsman 
Post: PO Box 966, Warrington, WA4 9DF 
Phone: 0330 440 1624 
Email: enquiry@energyombudsman.org  
Website: www.energyombudsman.org  

You are eligible to contact the Ombudsman if:

You are registered in Great Britain

You are a microbusiness or small business, as defined by Ofgem

Your complaint has been outstanding for over 8 weeks or you have received a deadlock letter

Additional Support

Microbusiness and small business consumers can also access support and guidance from Citizens Advice.
Further information can be found at www.citizensadvice.org.uk or by contacting them directly:

England: 0800 144 8848
Wales: 0800 702 2020
Scotland: 0800 028 1456
Northern Ireland: 0800 915 4604

Record Keeping

• All complaints and outcomes are logged in our Complaints Register.
• Records are retained for a minimum of 6 year
• Complaint data is reviewed quarterly to identify patterns and opportunities for service improvement.

Continuous Improvement

We use complaints as a source of feedback to:

• Improve staff training
• Refine internal processes
• Enhance transparency and communication with clients

Policy Review

This Complaints Procedure is reviewed annually or whenever there are significant changes to Ofgem regulations, Ombudsman requirements, or TPI Code of Practice guidelines.