Complaints Procedure

What’s gone wrong?

  • If you’re unhappy with the service you’ve received from NRG Corporation, one of our employees, contracts or one of our suppliers, let us know and we’ll look into it straight away.

How long before your complaint is resolved?

  • If your complaint is made by email or post, we will be in touch within one working day of receipt to confirm it’s been received and that we’re working on it by our compliance manager.
  • We will explain to the customer our internal Complaintsprocess.
  • We will explain and advise that the customer can pass the complaint to the Energy Ombudsman Services at any point in time.
  • Communication will be made by email to provide an audit trail of the complaint.
  • We’ll keep you updated on the progress of your complaint at least every two working days.
  • We aim to resolve any complaint within seven working days after thorough investigation.
  • If the problem isn’t resolved within seven working days or to your satisfaction, we will (with your consent) escalate the complaint to the the Complaints Code Manager (Jeff Randall). He’ll send an initial written response within 5 working days. He will let you know what will happen next and when he’ll be in touch regarding any next steps, actions or sanctions.
  • He will review all findings so far and make contact to explain and summarise the resolution options based on his investigation and to close the complaints if you are satisfied.
  • If customer is not satisfied with the outcome then the complaint will be escalated to the Director who will sign off the complaint personally.
  • If your complaint is about a supplier/contract or you are unhappy with the response that you receive, you may also contact the Energy Ombudsman

How to get in touch with us

It’s a good idea to keep any current bills, statements or other relevant documentation handy throughout the process.

You can reach our customer service team by:

  • Phone – 0207 183 9510 (lines open between 9am & 4.00pm Monday to Thursday, 1.00 on Friday).
  • Fax : 0207 183 8328
  • Complaints Code Manager : Jeff Randall
  • Director Mike Hein :
  • Email -
  • Post –
    NRG Corporation Ltd,
    Suite 5 Dovecote Court,
    Stanley Grange,
    Liverpool, L34 4AR