Complaints Procedure

Applies To:

• Energy Trading and Energy Procurement Services
• Solar PV Installation
• Battery Storage Installation
• Biomass Heating Servicing and Maintenance
• Renewable Energy Consultancy Services

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1. Purpose

NerG Limited is committed to delivering high-quality renewable energy and energy management services to farms, businesses and commercial customers throughout our operating region.

This procedure explains how customers can raise concerns or complaints regarding any services provided by NerG Limited and how those complaints will be handled fairly, consistently and promptly.

This procedure supports our commitment to customer service, continuous improvement and compliance with applicable standards including:

• MCS (Microgeneration Certification Scheme)
• Consumer protection requirements
• Energy Ombudsman guidance for brokers and intermediaries
• Relevant renewable energy and electrical industry standards

2. Scope

This procedure applies to complaints relating to:

• Solar PV installations
• Battery energy storage systems
• Biomass heating servicing and maintenance
• Energy trading advice
• Energy procurement and supplier switching
• Export agreements and PPAs
• Metering and monitoring systems
• Renewable energy consultancy services
• Customer service and communication
• Conduct of employees, subcontractors or representatives

3. Our Commitment

NerG Limited will:

• Treat all complainants with courtesy, fairness and respect
• Handle complaints professionally and impartially
• Investigate complaints thoroughly and promptly
• Keep customers informed throughout the process
• Work towards fair and reasonable resolutions
• Use complaints as part of our continuous improvement process

Complaints can be made free of charge.

4. How to Make a Complaint

Complaints may be submitted by:

• Telephone
• Email
• Letter
• In person

Contact Details:

Complaints Manager
NerG Limited
32 Water Lane,
Bassingham,
Lincoln.
LN5 9LA

Phone: 01522 712131
Email: complaints@nerg.co.uk

Customers should provide:

• Name and contact details
• Site address
• Contract or account reference (where applicable)
• Description of the complaint
• Relevant dates and supporting information
• Preferred resolution (if known)

5. Complaint Handling Process

Stage 1 – Acknowledgement

• Complaints acknowledged within 5 working days
• Named contact provided
• Next steps and timescales explained

Stage 2 – Investigation

• Relevant documentation reviewed
• Internal discussions held where required
• Compliance with standards assessed
• Additional information gathered where necessary

Stage 3 – Resolution

We aim to provide a final response within 8 weeks.

Possible resolutions may include:

• Explanation or clarification
• Corrective action
• Remedial works
• Apology
• Goodwill gesture
• Compensation where appropriate
• Process improvements

 

6. Escalation Process

Energy Trading and Energy Procurement Complaints

If NerG Limited is unable to resolve a complaint relating to energy trading, procurement or brokerage services within 8 weeks, the customer may refer the complaint to the Energy Ombudsman.

Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF

Phone: 0330 440 1624
Email: enquiry@energyombudsman.org

MCS Installation Complaints

For complaints relating to MCS-certified solar PV or battery installations, customers may also have access to dispute resolution through the relevant consumer code or certification body applicable at the time of installation.

NerG Limited will provide customers with details of the applicable scheme upon request.

7. Record Keeping

NerG Limited maintains records of all complaints including:

• Date received
• Customer details
• Nature of complaint
• Investigation actions
• Communications and correspondence
• Outcome and resolution
• Closure date

8. Confidentiality and Data Protection

All complaints will be handled confidentially and in accordance with applicable UK data protection legislation.

9. Continuous Improvement

NerG Limited reviews complaints periodically to identify opportunities for improvement in:

• Customer service
• Installation quality
• Technical standards
• Communication
• Internal procedures
• Energy trading and procurement services

This procedure has been prepared with reference to Energy Ombudsman guidance for brokers and intermediaries and applicable MCS consumer protection expectations.