Complaints Procedure

Northern Energy Supplies:
Customer complaints procedure.

At Northern Energy Supplies, we take great pride in delivering excellent customer service.  We are committed to listening to the views of our customers and we welcome feedback, whether positive or negative, to help us in our continuing commitment to improving the level of service we provide.

If you have a complaint, you

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Complaints Procedure

Northern Energy Supplies:
Customer complaints procedure.

At Northern Energy Supplies, we take great pride in delivering excellent customer service.  We are committed to listening to the views of our customers and we welcome feedback, whether positive or negative, to help us in our continuing commitment to improving the level of service we provide.

If you have a complaint, you can complain to us verbally (informally) or in writing (formally). Our aim is to ensure that your complaint is taken seriously and resolved to your satisfaction.

If you contact us with a complaint, we will do our best to resolve it with sensitivity, fairness and efficiency and respond within 48 hours. If this is not possible, we will write to you within 5 working days, but should we need more time to investigate the matter, we will acknowledge receipt of your complaint within this time scale and give an indication of the additional time in which we would expect to investigate and resolve the matter.

If you wish to make a complaint informally, you should call our head office on 01423 770 666.  Alternatively, should you wish to make a formal complaint, please write to our Customer Service team at our head office, at Energy House, Hampsthwaite, Harrogate, North Yorkshire, HG3 2HT, or alternatively email us at sales@northernenergy.stgng.co, setting out the details of your complaint.

If you are not satisfied with the initial response to your complaint, you can write or email again, requesting your complaint and the response be reviewed.  At this stage, once a review has been undertaken and upon receiving our final response, if for any reason you are unhappy with our response, you can refer your complaint to utilities ADR, a division of Consumer Dispute Resolution Limited, who is authorised by the Government under the Alternative Dispute Resolution service for consumer disputes (Competent Authorities and Information) Regulations 2015 to provide an independent review of complaints and dispute resolution service.

You will need to refer your complaint to Utilities ADR within 12 months after our final response.  UtilitiesADR can be contacted as follows:

12-14 Walker Avenue
Stratford Office Village
Wolverton Mill
Milton Keynes
MK12 4TW

Tel: 0203 598 7390

Email: enquiries@cdrl.org.uk

Website: www.cdrlorg.uk or www.utilitiesadr.co.uk

Alternatively, click here to use the European Commission’s electronic form.

 

What our clients are saying

We have just had a delivery this morning. The driver is new and I just wanted you to know how efficient he was and very friendly. He told us about your new vehicle which will be able to access hard to reach properties if the weather is bad and the big tankers cannot get access. Mr S
We had an exceptionally busy period at the pub in summer and ran out of gas from a delivery which would normally have lasted much longer. I rang Northern Energy mid-morning when we discovered our situation and they delivered within 20 minutes! We were all very impressed by the speed and helpfulness of the service which got us out of a potentially very difficult situation. Lunch service went on as normal in our pub.
Thank you, Northern Energy!
Mrs R - Publican
Excellent service , easy to order with polite efficient sales staff. Delivery drivers friendly and reliable, very impressed with all round customer service.  Mrs J
Your telephone is answered quickly and in a friendly manner followed up with call/message of delivery date. Mrs B
My husband and I are very pleased with your overall service and have recommended your service to other people round about. We rate you 10. Many thanks Mrs B
Yes I would recommend you, I score 10. The 'PPP' keeps my tank topped up, no VAT to pay. A very good efficient firm with nice friendly delivery men. Thank you Mr W
Been with you now since 2005 would recommend you to anyone Mr W
Always good service from ring (a day before) to say delivery is on it's way to the tank being filled up, thanks guys! Mr T
Last year I recommended you to my neighbour and he is equally happy with your service. Mrs S
I have just recommended your company to a friend who's just moved into a new home and uses oil. I have given you 10 in ratings. Mr M
We find the whole service really easy & efficient Mrs M
We are new customers, but the one delivery we have had came on time. The driver was very friendly and quick with no mess. Very pleased and no need to go elsewhere! Mrs D
I have always been very happy with the service I've recieved from Northern Energy and in fact have got you 2 more customers in the village. The delivery men are always courteous and I think that goes a long way! Northern Energy get a five star rating from me. Mr C
I am pleased with your automatic top-up system. It saves me worrying about running out and presumably saves you money if you can top up a group of neighbouring customers in one delivery - so win-win. Mr D
We have been very impressed with the service received from Northern Energy. The team are always very friendly and always willing to help in any which way they can. If we are cancelling a delivery there are never any questions asked. Recently we had a new oil tank fitted and the oil was delivered within two days of being ordered (we had allowed up to 5 days). Mr K
As a customer I love the all inclusive package of oil and maintenance that you offer. As a second home owner, we never run out of oil like we do ‘at home’ because you keep us ‘topped up’. Mr C

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