Ombudsman Services: Energy
You can contact the Ombudsman Services: Energy if you are a Micro Business customer. Before considering this option please ensure you have contacted our Complaint Investigation Team, the team will write to you when it has been eight weeks since you first complained to explain the next steps you can take and provide the Ombudsman Services: Energy contact details. It is important that you escalate your complaint through our complaints process outlined in steps 1 and 2 as you may be referred back to us if you don't.
We’ll always try to come to an outcome we’re both happy with and while we do this in most cases, sometimes we won't always reach a joint resolution. If this happens, we’ll write to you explaining our final position, this is known as a ‘deadlock’ letter and at this point you have the right to contact the Ombudsman Services: Energy.
The Energy Ombudsman are free, totally independent and don’t take sides. Decisions are based on the facts available, they may ask us to take remedial action, apologise, provide an explanation and may require us to award compensation. Energy suppliers are bound by the decisions they make, but customers are not.
A Micro Business is any customer that has:
- An annual consumption of electricity not more than 100,000 kWh; or
- An annual consumption of gas of not more than 293,000 kWh; or
- Fewer than the equivalent of 10 full time employees, and an annual turnover or annual balance sheet total not exceeding €2 million.
At any stage you can contact Citizens Advice if you need help with an energy problem - for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official source of free and independent energy advice and support. Go to citizensadvice.org.uk/energy or call them on 0808 223 1133. Calls are charged at your normal rate.