Contracts and renewals
Business energy complaints and the Energy Ombudsman
Short answer
Complain to your supplier or broker first, in writing. If it isn’t resolved within 8 weeks, or they send a deadlock letter, microbusinesses and small businesses can take it to the Energy Ombudsman for free.
Key takeaways
- Complain to the supplier or broker first, in writing.
- After 8 weeks or a deadlock letter, go to the Energy Ombudsman.
- Micro and small businesses can use the Ombudsman for free.
Step 1: complain to the company
Use the supplier’s or broker’s complaints process, ideally by email so you have a record. Include your account number, MPAN or MPRN, what went wrong, what you want done and copies of bills or letters. Note the date you sent it: the 8-week clock starts there.
Step 2: the 8-week point
If the complaint isn’t resolved after 8 weeks, or the company sends a deadlock letter (its final response) sooner, you can take it to the Energy Ombudsman. The government has said it plans to shorten the 8 weeks to 6.
Who can use the Energy Ombudsman
Microbusinesses, if any one of these applies:
- Fewer than 10 employees and turnover or balance sheet of no more than £2 million.
- No more than 100,000 kWh of electricity a year.
- No more than 293,000 kWh of gas a year.
Small businesses, if any one of these applies:
- Fewer than 50 employees and turnover of no more than £6.5 million or a balance sheet of no more than £5 million.
- No more than 200,000 kWh of electricity a year.
- No more than 500,000 kWh of gas a year.
You can qualify for one fuel and not the other. Larger businesses can’t use the scheme and usually rely on their contract and account manager.
What it can look at
Billing, contracts, switching, metering and customer service disputes with suppliers, and disputes with energy brokers.
Our own complaints process
If your complaint is about Energy Sorted, see our complaints procedure.
Sources
- Energy Ombudsman: Can my business get help? (energyombudsman.org)
- Citizens Advice: Problems with your business energy supplier or broker
- Ofgem: Energy advice for businesses (ofgem.gov.uk)
Questions
Does it cost anything?
No. The Energy Ombudsman is free for eligible customers.
Can I complain about a broker?
Yes. Brokers working with micro and small businesses must belong to a dispute resolution scheme. Ask the broker which one; the Energy Ombudsman handles many broker disputes.
Does Ofgem handle individual complaints?
No. Ofgem regulates the market but doesn’t resolve individual disputes. Use the company’s process, then the Ombudsman.
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