Complaints
Complaints Procedure
We do everything we can to make sure you have an exceptional customer experience and to offer an outstanding level of expertise and care at every step on your journey. We know that things can occasionally go wrong from time to time and, while we do our best to make sure things go as smoothly as possible, if you want to make a complaint, we are committed to resolving issues as efficiently as possible.
Here is all the information you need about how to make a complaint, including the ways to contact us and what steps are involved as we go about putting things right.
In the unlikely case that you’re unhappy with our service
What went wrong?
If, for any reason, you’re unhappy with the service you’ve received from NE Utility Consulting Ltd, one of our team or one of our suppliers, let us know and we’ll investigate it straightaway.
How long will it take to fix?
- If your complaint is sent to us by post, we will confirm that we have received it within 1 working day of receiving it to let you know that we’re working on it for you.
- You will receive an update from us at least every two working days to keep you informed of what we’re doing to resolve your issue.
- Our goal is to resolve all complaints within 7 working days.
- If we can do no more to assist you with your complaint and you are not satisfied with the outcome, you will receive a Deadlock Letter from us, which means you can escalate your complaint to the Dispute Resolution Ombudsman provided your complaint is more than 8 weeks old.
- If you receive a Deadlock Letter from us, if you wish to escalate your complaint to the Dispute Resolution Ombudsman, you must do so within 12 months.
- If your complaint is about an energy supplier, you may also contact the Dispute Resolution Ombudsman.
Contact Details for the Dispute Resolution Ombudsman can be found below.
Contacting us about your complaint
It would be great if you keep hold of any relevant information during the process (eg latest bills, statements or other documents relating to your complaint).
We’ve made it really easy for you to get in touch with our customer care team. You can contact us by:
- Phone – 0191 4062880 (9am - 5pm Monday to Friday or leave a message out of hours).
- Email - complaints@straight-up-solutions.com
- Post -
Complaints, NE Utility Consulting Ltd, 24 George Stephenson Way, North Shields, NE29 6XA
Contacting the Dispute Resolution Ombudsman
- Post: Dispute Resolution Ombudsman (DRO): Premier House, First Floor, 1-5 Argyle Way, Stevenage, SG1 2AD
- Phone: 0333 241 3209
- Email: info@disputeresolutionombudsman.org