How to make a complaint about the Nest home energy support scheme and the response process.
Whilst we always strive to provide the utmost care and satisfaction to our customers, we understand that sometimes customers may be dissatisfied with our service and wish to provide feedback or make a complaint. Our team is supportive and want to make things better. If we are aware of any issues, it gives us a chance to make improvements, for you and other customers. We believe that our customers have the right to be heard, understood, and respected. We’ll do all we can to try and resolve a complaint.
You must make your complaint within 6 months of the event you want to complain about, or finding out that you have a reason to complain, but no longer than twelve months after the event itself.
You can log a complaint by contacting our advice team on 0808 808 2244 or emailing advicewales@est.org.uk. We will investigate your complaint with the intention of providing a resolution.
Our Nest social media channels on X and Twitter are monitored Monday to Friday from 9am to 5pm (excluding Bank Holidays). Any complaints made via social media will be passed onto our advice team to action. We would advise any personal details should be shared via private / direct message and not publicly. Please tell us the reason for the complaint and include any relevant information or details that we should be aware of. This includes:
- Your contact details, so we can review your customer record and get in touch.
- Background information for the complaint, so we can make sure we understand the issue.
- The impact the issue is having on you and your preferred resolution.
Our team will acknowledge complaints within 2 working days of receiving it. If your complaint has not been resolved within 5 working days, they will contact you again to advise you of the actions they are taking and will continue to keep in touch with you until the complaint has been resolved.
Our team will carry out an initial investigation based on the information you provide, though they may contact you for further information if required.
If you are not satisfied with the outcome of your complaint after speaking to our team, you can write to our Customer Service Manager at: Nest Team, Energy Saving Trust, 33 Cathedral Road, Cardiff, CF11 9HA, email us at advicewales@est.org.uk or call 0808 808 2244.
When we are satisfied that all concerns you have brought to our attention have been fully investigated and resolved, your complaint will be closed.
Our team will escalate your complaint if needed and, if relevant, advise you of the applicable appeals procedure.