Complaints Procedure

Our policy

At Net-Zero Renewable Energy Ltd, your complete satisfaction is our top priority. We welcome client feedback as an invaluable opportunity to continually improve our service and offerings.

If any aspect of your experience with our services is unsatisfactory or fails to meet expectations, please inform us right away so we can address your concerns swiftly, fairly, and to your complete satisfaction. This is a free and impartial complaints process. You can request a free hard or digital copy of this complaint’s
procedure. Records of all complaints are kept & logged.

How to file a complaint

You can file a complaint by phone, email, post, or in-person at our office. Please provide:

  • Your full name and contact details
  • Account number or other identifying details
  • A complete detailed explanation regarding what happened and when
  • Any relevant documentation or evidence
  • How you feel we can set things right

Call: Monday – Friday, 8:30 AM – 4:45 PM

Email: Megan@net-zerorenewables.co.uk

Post: Unit 40, Apex Business Village, Cramlington, Northumberland, NE23 7BF

In-person: Visit us at Unit 40, Apex Business Village, Cramlington, Northumberland, NE23 7BF
Monday-Friday

Our 4-Step Complaint Resolution Process

Acknowledgment: Within 2 business days, we will formally acknowledge receipt of your complaint in writing by email or post and provide you with a case reference number.

Investigation: Our complaints officer will fully investigate the issue while keeping you informed of progress. We may contact you for clarification or further detail. We aim to complete investigations within 25 business
days.

Response: Upon concluding investigations, we will notify you of our findings and proposed resolutions in
writing within 28 days. We will explain our final decision while detailing actions to remedy issues or
compensation offered.

Escalation: If we remain unable to resolve your complaint within 8 weeks, you can escalate your case free of charge to the independent Energy Ombudsman for a binding decision.

Throughout all complaints, we pledge to treat you fairly, honestly, and with courtesy and respect. Our goal is reaching an efficient, mutually acceptable solution.

We value even negative feedback, regularly analysing complaint data to identify opportunities for services improvements that enhance all clients’ experience. Please feel empowered sharing your open, honest thoughts and feelings – your voice drives meaningful change.

Escalation to The Energy Ombudsman

Should we fail resolving your complaint to your complete satisfaction within 8 weeks of initial receipt, you have the option to escalate your complaint free of charge to the Energy Ombudsman for an impartial, independent investigation and binding decision.

Energy Ombudsman Contact Details:
0330 440 1624
enquiry@energyombudsman.org
Energy Ombudsman, P.O Box 966, Warrington, WA4 9DF

The Energy Ombudsman dispute resolution service is completely free, impartial, and independent. Their office can assess circumstances where you feel our proposed complaint resolution remains unsatisfactory after 8 weeks and deliver a final decision binding to us both.

We welcome discussing our complaints procedure or addressing any questions at all regarding our services. Our team strives to represent clients’ best interest with every interaction. Please ask us how we can assist further!