Making a complaint to Nova Business Energy

1. How to complain

Use whichever suits you. You do not have to put a complaint in writing, and you do not have to use the word “complaint” - if you tell us you’re unhappy with something we’ve done, we treat it as one.

We’ll need your business name and what happened. Anything else - the site address, a Nova reference, dates - helps us move faster.

Someone can complain for you - an adviser, accountant or other representative. We’ll ask for your written authority first, and we’ll copy our replies to you.

2. What we can deal with

We deal with complaints about anything Nova has done: our advice and recommendation, the comparison we gave you, our commission and how we explained it, what our staff said, how we handled your Letter of Authority and your data, and the service you received.

Bills, payments, meters, supply interruptions and the supplier’s own customer service are the supplier’s responsibility under your contract. If your complaint is about those, we’ll tell you in writing who we’ve passed it to and how to contact them, send them what you’ve told us, and keep it open on our side until they confirm they have it. If part of your complaint is about us, we deal with that part ourselves.

3. What happens, and when

Timescales run from the day you first tell us you’re unhappy.

• Within 3 working days we write to confirm we’ve received your complaint, give you a reference and the name of the person handling it, and set out what we understand the complaint to be.
• Within 10 working days we write again - with our full response if we can, or, if we need longer, to tell you why and when you’ll have it. We then update you at least every 10 working days until it’s resolved.
• If you’re not satisfied with our response, you can ask for it to be reviewed by our Managing Director, who won’t have been involved until then.
• At 8 weeks, if your complaint is still open, we write to tell you that you can take it to the Energy Ombudsman - whether or not we’ve finished.
• If we can’t resolve it between us, we send you a deadlock letter so you can go to the Ombudsman without waiting.

4. If you need extra support

Tell us if you need our letters in a different format, more time, one named person to deal with, or if anything about your circumstances makes this harder. We’ll adjust, and we won’t close a complaint because you’re finding the process difficult.

5. Taking your complaint to the Energy Ombudsman

We are joining the Energy Ombudsman’s scheme for energy brokers, which provides a free, independent dispute resolution service. Once our membership is confirmed we will add the Ombudsman’s details here.

The Ombudsman will ask you to complain to us first. You can go to them eight weeks after you first complained to us, or as soon as we’ve sent you a deadlock letter, and you have 12 months from the date of that letter to do so. We’ll tell you in our final response if we think the Ombudsman may not be able to take your case. The Ombudsman can require us to apologise, put things right, or make a payment to you. We’re bound by their decision; you’re not.

6. There is no cost

Complaining costs you nothing, however long it takes, and we won’t withdraw anything we’ve offered you because you’ve gone to the Ombudsman.

Responsible for this procedure: Jonathan Charalambous, Group Operations Director. Version 1, 12 October 2026. Reviewed at least yearly.