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NextGen Utilities Complaints Procedure

Our main objective is to ensure both new and existing clients are one hundred percent satisfied with our work and the level of service we provide each customer. So, we take all complaints seriously. If there are any issues you face as a customer, your Account Manager should be your first port of call. If you are unsatisfied with the outcome, you can follow our formal complaints procedure outlined below.

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Step 1

Please get in touch with us at the earliest opportunity and log your complaint using one of the options detailed below:

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Telephone – 01452 379 122

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Email – sales@nextgen-utilities.co.uk

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Post – NextGen Utilities Limited, Southgate House, Southgate Street, Gloucester, GL1 1UB

 

Step 2

Your complaint will be handled by a senior member of the team, who will get in touch to discuss the complaint. We will aim to respond to your enquiry within 5 working days, with a positive outcome to follow as soon as possible.

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Step 3

Should you remain unhappy with the outcome or if your complaint is not resolved directly by NextGen Utilities Limited within four weeks; you can lodge a complaint with Ombudsman Services directly, who will review this in due course. An independent review can be requested from Ombudsman Services if:

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  • You are registered in Great Britain.

  • You are classed as a microbusiness as per Ofgem’s definition.

  • The dispute has been outstanding for over 4 weeks

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Ombudsman Services will host an Alternative Dispute Resolution upon receipt of any complaint and will liaise with the relevant parties through the process. This is an impartial and free service and Ombudsman Services can be contacted via the below methods of communication.

 

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

Phone: 0330 440 1624

E-mail: enquiry@ombudsman-services.org

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