We always aim to provide the best possible service to our valued business customers. However, we know that sometimes things can go wrong. If you have a complaint, we will do everything we can to resolve it with you as quickly as possible.
Let us try and resolve your problem
Please give us the chance to put things right by contacting our Customer Services Team. Our details are on your invoice and on our contact us page. If you call us, of course we will do what we can to resolve the problem there and then, but if our Customer Service Advisers cannot do that, or if you contact us by post or email and we are unable to answer your query, we will pass the information over to our Complaints Team immediately (see step 2).
We’ll open a case and assign a dedicated case handler
Our Complaints Team will open a case and give you a reference number, usually within five working days. Your dedicated case handler will investigate your complaint in detail, and they’ll work with you to resolve your problem as quickly as possible. We’ll usually do this within 30 working days, but if it takes longer than this we’ll tell you how long it’s likely to take and keep you informed of our progress throughout. If our Complaints Team is unable to agree a solution with you, the team will pass your complaint to our Complaints Manager (see step 3).
Our management will review and investigate
Our Complaints Manager will review the actions we have taken and any letters, emails and phone calls between you and us. They’ll also review the way we’ve handled your complaint if you tell us you’re not happy. They will usually do this within five working days. If we’ve investigated everything and still cannot agree a way forward, we’ll send you our ‘final position’ letter (also called a ‘deadlock’ letter). If you’re a microbusiness customer, you have the right to take your complaint to the Energy Ombudsman, and this letter will tell you how to get in contact.
Microbusiness customers independent review
If you’re a microbusiness customer and we’ve sent you our ‘final position’ letter or we haven’t been able to resolve your complaint within eight weeks, you can take your complaint to the Energy Ombudsman. The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It’s free to use its services, and it is totally independent – meaning it does not take sides, and will make a decision based only on the information available.
If you agree with the Ombudsman's decision, we have to act on what it says. This may mean we have to apologise, explain what has gone wrong, correct the problem and give you a financial award. You do not have to accept the decision.
What is a microbusiness customer?Microbusiness customers are defined by energy regulator Ofgem as businesses that use less than 100,000kWh of electricity per year, or less than 293,000kWh of gas, or have fewer than 10 employees (or their full-time equivalent) and an annual turnover or annual balance sheet total of €2 million or less).
Demand Side Response (DSR) complaintsIf you have a complaint about our DSR service, you can download and complete the DSR complaint form (537KB, PDF), and send it to DSRcomplaints@npower.com.
Below are the ways you can contact Ombudsman Services: