Complaints & Disputes Procedure
If you have an unresolved dispute with a business energy broker — including mis-selling, hidden commissions, or a complaint your broker has ignored — specialist help is available. Energy Complaints handles business energy disputes on a no win, no fee basis. They review your case, challenge the broker or supplier directly, and escalate to the Energy Ombudsman where needed.
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How the Complaints Process Works
This page explains the standard process for resolving disputes with business energy brokers or suppliers, including your rights and how Alternative Dispute Resolution (ADR) schemes work.
Step 1: Raise the complaint with your broker or supplier first
Before escalating, you should inform your broker or supplier about the issue and give them the opportunity to resolve it. They are allowed up to 8 weeks to address the complaint. If they issue a deadlock letter before that period ends, you can escalate earlier.
Step 2: Escalate if unresolved
If your complaint is not resolved within 8 weeks, or if you have received a deadlock letter, you have the right to refer your case to the Energy Ombudsman. For business energy disputes, the Ombudsman service is free to use.
Step 3: ADR and the Energy Ombudsman
The Energy Ombudsman is an independent, impartial body that resolves disputes between energy consumers and suppliers or brokers. Before proceeding, consider:
- What outcome you are looking for
- Any time limits that may apply to your complaint
- That the Ombudsman’s decision is binding on the company but not on you — you are free to accept or reject it
- That the service is free to consumers
Step 4: Resolution and outcome
Once the Ombudsman has investigated, they will issue a decision. If you accept it, the company is legally required to comply. Redress can include financial compensation, an apology, or corrective action.
Contacting the Energy Ombudsman
If you are ready to refer your complaint directly to the Energy Ombudsman:
- Website: www.energy-ombudsman.org.uk
- Phone: 0330 440 1624 (Monday to Friday 8am–8pm, Saturday 9am–1pm)
- Email: enquiry@energy-ombudsman.org.uk
- Post: The Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
Want help managing your complaint?
Navigating the complaints process takes time and the outcome isn’t guaranteed if the case isn’t put together well. Energy Complaints handles business energy disputes on a no win, no fee basis — from initial review through to Ombudsman escalation if needed.