Information for disputes with energy brokers | Energy Ombudsman
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Raise dispute
Energy Brokers

Information for disputes with energy brokers

Information on the scheme, our process and the energy brokers register.

Energy Brokers Register

Search for an Energy Broker below to see if they are a member of our scheme.

Download latest register (.csv)

If you’re a small business owner operating in the UK, from 19th December 2024 you’re eligible to receive free dispute resolution support for disputes with your energy broker or Third party intermediaries (TPIs)

Who can we help?

As of 19th December 2024, we’re able to help small businesses with a dispute with an energy broker providing:

  • Your 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

We’re able to accept disputes providing they meet the rules of our scheme  (see our  Terms of Reference  for details) 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.

Common disputes

Our experience of dealing with disputes means we understand the most common types of problems and how to go about resolving them as quickly as possible.

The most common types of energy disputes we see are about:

  • Sales processes
  • Customer Service
  • Problems that arise as a result of switching energy supplier
  • Charges

We are not able to deal with disputes on:

  • Commercial decisions made by companies about whether to provide a product or service
  • Services relating to energy sources other than gas or electricity – such as Liquid petroleum gas (LPG)

Complaining to your broker – the process as a business consumer

Our simple process makes it easier than ever to raise a dispute with your energy broker. First you'll need to check whether your broker has signed up to our scheme. Brokers have a choice of which dispute resolution scheme they use to handle complaints. If your broker is signed up to our scheme, we’ll be able to help. You’ll be able to find out if your broker is a part of our scheme using our Energy Brokers Register search.

If they are part of our scheme, here's what the process looks like:

Check if we deal with your broker here

*Before raising your dispute with us, please allow your broker an opportunity to put things right as per their complaints process. Only once both parties have reached deadlock, or the complaint has remained unresolved for eight weeks or longer may we look into your dispute.

What are the possible outcomes of raising your dispute through our service?


If we decide that there has been a problem, we can tell brokers to:

  • Take practical action to fix the problem
  • Make an apology
  • Make a payment of up to £10,000
  • Implement recommendations to help them avoid similar complaints
  • A combination of these actions

However, we can’t:

  • Punish brokers or suppliers
  • Dictate how brokers operate
  • Issue fines

Information for Energy Brokers wishing to join our scheme

To join our scheme as a member contact energybrokers@energyombudsman.org or click here for information on joining our scheme.

Ready to raise your dispute with us?