Feedback and complaints

National Energy Action (NEA) is committed to delivering high quality services to everyone we help and work with, we always try our best to get it right, but we also know that sometimes things do go wrong. If you are unhappy with the service you have received, we want you to tell us so we can put it right and avoid it happening in the future.

To give feedback on the service you have received or make a complaint about our services then please contact us:

In writing: National Energy Action, Wellbar, Level 8, 36 Gallowgate, Newcastle upon Tyne, NE1 4TD.

By phone: Call 0191 261 5677

By email: info@nea.org.uk

How we handle complaints

• We will acknowledge receipt of a complaint within seven working days.
• We will attempt to resolve your complaint with you as early as possible during our initial contact with you.
• If further investigation needed, we would investigate and issue our response in writing within 15 working days
• If you are not happy with the response received, you can request that your complaint is escalated to a senior manager to review the decision.