How to make a business energy complaint

A wrong bill, a switch that went wrong or a contract you never agreed to can take up hours you don’t have. The process for fixing it is set out in law and in suppliers’ licences, and micro and small firms can use a free ombudsman if the supplier doesn’t put things right. This guide takes you through each step.

How do you complain to a business energy supplier?

Contact your supplier first, then put your complaint in writing so you have a record. Citizens Advice recommends noting the date and time you got in touch, who you spoke to and what you discussed, then sending an email or letter repeating it.

You can usually find the supplier’s complaints process on its website. When you complain, include:

• your business name, account number and any case reference numbers
• the site address and meter numbers (your MPAN or MPRN)
• what went wrong and when
• what you want the supplier to do, for example correct a bill, refund a charge or cancel a transfer
• copies of evidence: bills, dated meter reading photos, contract terms and emails

Suppliers must treat business customers fairly under Ofgem’s Standards of Conduct, which apply to all non-domestic customers from 1 July 2024. One of the standards is that the supplier acts promptly to put things right when it makes a mistake.

What is the 8-week rule and a deadlock letter?

If your complaint isn’t resolved within 8 weeks, or your supplier sends a “deadlock letter” saying it can’t do any more, you can take it to the Energy Ombudsman. This applies to microbusinesses and, since 19 December 2024, small businesses.

Under the complaints handling regulations, the supplier must write to you about your right to go to the ombudsman on whichever comes first:

• the first working day after it realises it can’t resolve your complaint to your satisfaction, or
• the end of the time the ombudsman scheme allows it to resolve the complaint, which the Energy Ombudsman sets at 8 weeks

That letter must tell you the scheme is independent and free, what remedies are available, and that any outcome is binding on the supplier but not on you.

If you receive a deadlock letter, you don’t have to wait for 8 weeks to pass. You must escalate within 12 months of receiving it.

Can your business use the Energy Ombudsman?

Microbusinesses and small businesses can use the Energy Ombudsman for free. Larger businesses can’t. You only need to meet one of the tests for each category.

	Microbusiness	Small business
Electricity use	Up to 100,000 kWh a year	Up to 200,000 kWh a year
Gas use	Up to 293,000 kWh a year	Up to 500,000 kWh a year
Or size	Fewer than 10 employees and turnover or balance sheet up to £2m	Fewer than 50 employees and turnover up to £6.5m or balance sheet up to £5m

Small businesses gained access from 19 December 2024, when the government amended the order that sets who can use the redress scheme. At the same time, the complaints handling standards were extended to small businesses.

If your business is larger than these limits, the law expects it to resolve disputes about gas and electricity supply itself or through the courts. The explanatory note to the 2014 amendment says this directly. See the section on larger businesses below.

Our microbusiness energy guide explains the definitions in more detail.

What can the Energy Ombudsman do?

The Energy Ombudsman can require a supplier to apologise, take practical action to fix the problem and pay a financial award. For small business disputes with suppliers, it says it can issue financial awards of up to £20,000. It also says a typical financial award is between £50 and £100.

How the process works:

1. Raise the issue with your energy company and give it 8 weeks (or get a deadlock letter).
2. Register your dispute with the Ombudsman.
3. The Ombudsman may try to settle it early with both sides.
4. Send your supporting information.
5. The Ombudsman reviews the case and usually gives a decision within 6 weeks.
6. If you accept the decision, the supplier is legally bound to carry it out, within 28 days.

The Ombudsman can’t deal with commercial decisions by a company about whether to provide a product or service, and it doesn’t set the price of gas or electricity. It can look at whether you were treated unfairly.

How do you complain about an energy broker?

Complain to the broker first, using its own complaints process. If you are a micro or small business, your supplier should only have worked with a broker that belongs to a qualifying dispute resolution scheme. Citizens Advice lists three schemes:

Scheme	When you can escalate
Energy Ombudsman	After 8 weeks, or straight away with a deadlock letter
Utilities Intermediaries Association (UIA)	After 15 working days since you complained, or if you’re unhappy with the response
Dispute Resolution Ombudsman (DRO)	After 8 weeks, or straight away with a deadlock letter

The Energy Ombudsman’s broker scheme covers sales, customer service, switching and charges, and it can require a payment of up to £10,000. Each scheme publishes a register so you can check which one your broker belongs to.

Suppliers must include information about dispute resolution, including for disputes with brokers, on bills and relevant marketing sent to micro and small business customers. They must also give the scheme any information it needs. Our energy brokers guide covers broker rules and red flags.

What if your business is too large for the Energy Ombudsman?

You still have options:

• Use the supplier’s complaints process and keep everything in writing.
• Rely on the Standards of Conduct. Since 1 July 2024 they apply to businesses of every size, and Ofgem has powers to take action against suppliers that don’t treat business customers fairly.
• Check your contract. Read the complaints and disputes clauses, which set out what you and the supplier agreed.
• Take advice. For large sums, a solicitor can tell you whether you have a legal claim.

Where can you get free help with a business energy complaint?

Citizens Advice can help small businesses with energy problems. Its consumer helpline is 0808 223 1133 (Welsh-speaking advisers: 0808 223 1144), Monday to Friday, 9am to 5pm. If you can’t hear or speak on the phone, use Relay UK on 18001 then 0808 223 1133. Citizens Advice’s pages cover England, with separate guidance for Scotland, Wales and Northern Ireland.

Suppliers must tell small business customers at least once a year that Citizens Advice can help and how to contact Citizens Advice and Citizens Advice Scotland.

What problems can you complain about?

Issues you can raise include:

• Billing errors such as estimated bills, wrong meter readings or the wrong VAT rate. See how to read a business energy bill.
• Back-billing. Microbusinesses can’t be billed for energy used more than 12 months before the bill, apart from limited exceptions.
• Switching problems, including transfers you didn’t agree to or a switch that was blocked.
• Renewals and rollovers where you didn’t get the required notice.
• Deemed or out-of-contract charges. See our deemed contracts guide.
• Broker mis-selling, such as undisclosed fees or pressure to agree a contract on the phone.

Whatever the problem, the same approach works: complain in writing, keep evidence, allow the supplier or broker time to respond, then escalate if you need to.

Frequently asked questions