Information on the scheme, our process and the energy brokers register.
Search for an Energy Broker below to see if they are a member of our scheme.
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)
As of 19th December 2024, we’re able to help small businesses with a dispute with an energy broker providing:
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.
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:
We are not able to deal with disputes on:
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:
*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.
If we decide that there has been a problem, we can tell brokers to:
However, we can’t:
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?