NOL Group Complaints Policy

How to complain 

About NOL 

NOL is the leading switching service for business essentials in the UK. We help businesses find the right energy, insurance, connectivity, and finance. 

You may have found us online, or we may have called you or visited your premises, or you may have come to us via our partnerships with brands like Compare the Market, Uswitch, Just Eat or Starling Bank. 

Complaints 

We try to offer the most significant level of administration all through the length of your agreement Be that as it may, to submit a question, we will research any issues and intend to redress any issues quickly, where potential We embrace any input and persistently hope to move along. Nonetheless, on the off chance that a client feels disappointed with any component of our administration, we invite the valuable chance to put things right. We might want to feel that it wouldn’t be important to go past the initial step, but we comprehend that in exceptionally uncommon conditions you might have to put forth your viewpoint where the result leaves you unsatisfied. Our objection administration is unbiased and free for the clients to utilize. Any clients submitting questions will be treated with politeness and regard. 


Step 1  

A grumbling is any outflow of disappointment with the help got by Xenix Tech. A protest might be made recorded as a hard copy, email, by phone or in some other structure. If it’s not too much trouble, give however much detail as could reasonably be expected about the explanations behind your grumbling and the result you might want to see. We hold duplicates of all objections got.

Step 2 

We will send you a composed or electronic ac knowledgement of a protest inside five work long stretches of receipt, recognizing the individual who will deal with the grievance for the business. At every possible opportunity, that individual won’t have been straightforwardly engaged with the matter, which is the subject of the grievance, and will have power to settle the protest.

Step 3  

With in two weeks of getting a grumbling we will send you by the same token:
1. a last reaction which sufficiently addresses the protest; or
2. a holding reaction, which makes sense of why we are not yet in that frame of mind to determine the grumbling and demonstrates when we will connect with you.
3. In the event that we don’t hear from you inside a timescale of 7 days in the wake of giving our last reaction, we will expect you are happy with the result.

Step 4 

In the event that you are not happy with our last reaction, we will be glad to think about a further reaction, however without a trace of new proof or material blemishes being obvious in our discoveries , changing the result of our investigation is impossible. 

Step 5 

We will send you a last reaction that satisfactorily addresses the grumbling no later than eight weeks from getting a protest.  

Step 6 

If you are unhappy with our final response, you may use the Dispute Resolution Ombudsmen. You can also use this service in the unlikely event that the complaint has not been resolved within eight weeks of submission Their website is https://www.disputeresolutionombudsman.org/dispute and it provides more information about the service they provide and the various ways they can be contacted. The ADR scheme is impartial and free to use.  

How we monitor complaints 

Our Chief Customer Officer and Chief Commercial Officer review a report about complaints across the Group every month. This includes: 

  • Numbers of complaints 
  • Causes of complains 
  • Timescales for resolving complaints 
  • Upheld and not upheld complaints 
  • Redress and ex-gratia payments 
  • Ombudsman referrals and outcomes 

How we stop complaints happening again 

We don’t just look at complaints individually. We try to correct the ‘root causes’ by looking for any patterns or trends behind complaints and making changes to our processes that should stop those situations from arising in the future.