Helpful Videos

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Creating a case using our website is the fastest way to escalate your dispute to us for investigation.

1. You'll first need to search for your energy supplier using our search bar.
2. Next you'll be asked if you have allowed the supplier 8 weeks to resolve your dispute or have received a Deadlock Letter allowing you to escalate your dispute to us earlier. Why do I have to wait 8 weeks?
3. Once this is confirmed you'll be redirected to our Dispute Resolution Platform, where you can start to tell us your details, provide information and supporting documents to evidence your complaint. What types of files can I upload?
   1. NB: Some disputes are investigated outside of our Dispute Resolution Platform, we'll contact you with the relevant information if this applies to your case.
4. Once this is submitted to us you'll need to verify your email address.
5. Finally, you'll continue to communicate with us using the Dispute Resolution Platform (unless instructed otherwise) until a decision is reached.

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If you're struggling to sign in to our platform there's a good chance you'll need to reset your password.

1. On our sign in page, you'll first need to click "forgotten your password."
2. You'll then be asked to enter the email address that's registered to your case.
3. Next, you'll need to check your email inbox and hopefully you should see an email from us containing a password reset link.
4. If you don't see our email, we'd recommend checking your junk folder for our email address.
5. Please attempt the process once more just in case you accidentally misspelt your information.
6. Assuming you've received our email, you can now click the link and enter your new password.
7. Make sure to record your login details in a safe place for future reference.

If you require additional support, get in touch with our support team who'll be happy to help.