Nu World Energy aims to provide a high standard of service to all our clients. If you have experienced problems with the service provided to you or feel that a part of our service is not up to scratch, please get in contact so that we can resolve the issue as quickly as possible.

Nu World Energy is Registered in England and Wales under registration number 13768853 and is registered under OFGEMs TPI ADR scheme – reference no.: C35NUWO01.

If you’re unhappy with our service, you can notify us by phone, email or post:

Call: 020 8066 6295
Email: [email protected]
Post: Nu World Energy, Unit 4 Technology Park, Colindeep Lane, London NW9 6BX

Once you have opened your complaint, you will be contacted within 5 working days via the same method (unless you specifically request otherwise). If we are not able to resolve your complaint at first contact, then we will explain the next steps we plan to take.

If the complaint is concerning a third party (i.e. a supplier) that third party will be contacted with the concern to be investigated and will be addressed in line with the respective suppliers Terms and Conditions and their complaints handling procedure. We will ensure you are kept updated throughout this process and advise of any necessary reference numbers should you wish to pursue the complaint yourselves and not have us deal with the supplier on your behalf.

If you are still not happy with the resolution or if you believe the outcome should be reviewed, we can pass the issue to our Director, who will directly respond within 5 working days of escalation.

We do all we can to ensure that complaints are resolved in a satisfactory and timely manner and go above and beyond to avoid unresolved issues.

However, if you’re still unhappy about the final outcome or how we have handled your complaint you will be able to seek legal redress should you wish. If a utility supplier is the subject of the complaint this can be referred to OFGEM and the Energy Ombudsman at the below contact details:

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: [email protected]