Can my business get help from Energy Ombudsman?

Energy Ombudsman is currently able to offer free independent dispute resolution services to small businesses and microbusinesses. This means that we can help as much as 99% of businesses in Great Britain.

This change ensures that all small businesses and microbusinesses have access to a free, impartial, and independent service to help resolve disputes with their energy suppliers or energy brokers.

If your business meets certain criteria, it may be classed by energy suppliers and brokers as a small business. According to Ofgem's definition, a small business energy consumer must meet the following conditions:

• The small business has fewer than 50 employees or their full-time equivalent, AND an annual turnover of at most £6.5 million or a balance sheet total of £5.0 million

• OR an annual electricity consumption of not more than 200,000 kWh

• OR an annual gas consumption of not more than 500,000 kWh

You might be a small business for one type of energy usage and not the other - it depends on the amount you use. This may mean you have different quotes from your supplier or broker for your gas and electricity.

We’re able to accept disputes providing they meet our Terms of Reference. You‘ll need to follow your supplier or energy broker’s complaints processes first. Then after 8 weeks, or if a deadlock letter has been issued to you, we may be able to help with your dispute.

Ofgem defines a microbusiness energy consumer when:

• The business has fewer than 10 employees (or their full-time equivalent) AND your yearly turnover or yearly balance sheet, is not more than £2 million

• OR an annual electricity consumption of not more than 100,000 kWh

• OR an annual gas consumption of not more than 293,000 kWh

We’re able to accept disputes providing they meet our Terms of Reference. You‘ll need to follow your supplier or energy broker’s complaints processes first. Then after 8 weeks, or if a deadlock letter has been issued to you, we may be able to help with your dispute.

If you’re satisfied that your business is a small business or microbusiness, we may be able to look into any disputes you have with your energy supplier or broker. You’ll have to follow their complaints process first and give them 8 weeks to provide a resolution. If they’re unable to resolve your complaint in 8 weeks, or offer you a deadlock letter or "final response" before then, we may be able to offer dispute resolution.