Problems with your business energy supplier or broker

This advice applies to you if your business is a small business or a microbusiness. If you’re not sure, check if your business is a small business or a microbusiness.

If you’re having a problem with your business energy supplier or broker, contact them straight away. You can get their contact details from their website or check any documents they’ve sent you.

Tell them what’s happening, and what you want them to do about it. They might be able to sort it out then and there. You should note down the:

• date and time you get in touch

• person you speak to

• problem you talk about

If your supplier or broker doesn't solve your problem while you're on the phone or webchat, send them an email or letter repeating what you said. This means you’ll have a record of your conversation.

When you write to your supplier or broker, include your business account number and any case reference numbers you have. This makes it quicker and easier to sort out your problem.

If your problem isn’t being fixed or you’re not happy with your energy supplier or broker’s response, you can complain.

Complaining to your supplier or broker

You might want to complain to your supplier if for example they:

• won't fix a problem with your meter or energy supply

• keep billing you the wrong amount

You might want to complain to your broker if for example they:

• misled you about a contract they sold you

• weren't clear about their fees

• charged you more than they said they would

Check what you need to make a complaint

The first thing you should do is gather any supporting evidence. What you’ll need depends on your issue - for example you could:

• take photos of a faulty meter

• get together copies of unusual bills

• gather notes from phone calls you’ve had

• look for emails from your supplier or broker about the problem

You’ll also need details of your complaint and your business energy account number to hand. You can find this on a recent bill.

Making a complaint

When you’re ready, you can complain over the phone, or in writing by email or post. It's a good idea to complain in writing so you can keep a record.

You can usually find your supplier or broker's complaints process on their website. It should say how and when they’ll respond to your complaint.

If you aren’t happy with the response

If you’re a small business or a microbusiness there are things you can do. If you’re not sure on the size of your business, check if your business is a small business or a microbusiness.

If you’ve complained to your energy supplier

You can complain to the Energy Ombudsman if it’s been 8 weeks since you used your energy supplier’s complaints process and either: 

• your energy supplier hasn’t replied to your complaint

• you and your energy supplier haven’t resolved the problem

If you’ve got a ‘deadlock letter’ from your energy supplier you can complain to the Energy Ombudsman immediately -  you don’t need to wait 8 weeks. A deadlock letter is a final reply to say you can’t agree on how to fix the problem. 

If you get a deadlock letter you have 1 year to complain to the ombudsman. This starts from when you get the letter.

If you don’t have a deadlock letter you might be able to complain to the ombudsman after 1 year. It’ll depend on your individual case. 

It’s worth complaining to the ombudsman as soon as you can. Check how to complain on the Energy Ombudsman website.

If you’ve complained to your broker

If your broker is paid by your supplier they must be registered with either the Energy Ombudsman or Utilities Intermediaries Association (UIA). If your broker isn’t registered you won’t be able to complain.

Check which scheme your broker is a member of by checking on the scheme’s website:

• check if your broker is registered with the Energy Ombudsman on their website - download the 'Broker Register' near the end of the page to check if your broker is listed

• check if your broker is an accredited member of UIA on their website

If you need more help

Contact the Citizens Advice consumer service if you need more help - a trained adviser can give you advice over the phone or by online chat.