Information for small business disputes with… | Energy Ombudsman
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Raise dispute

Information for small business disputes with energy suppliers

Before you contact us, you should notify your energy supplier and work with them to try and resolve the issue. If you reach the end of their complaints procedure and you and the supplier disagree, known as “deadlock”, you can ask us to help resolve the problem. You can also come to us for help if it has taken the supplier more than eight weeks to consider the complaint.

From Thursday 19th December 2024, small businesses will be eligible to access our independent dispute resolution services for the first time.

Who can we help?

From 19th December 2024, we’re able to help small businesses with a dispute with an energy supplier 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 complaints processes first. If you reach the end of the complaints process without a resolution, or if the supplier has taken more than eight weeks to consider your complaint, we may be able to help with your dispute.

Info: If your dispute is with an energy broker or TPI (Third Party Intermediary) please see more information here.

Common disputes

Our experience 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:

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

We’re 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)

Further details on cases we can accept can be clarified in our Terms of Reference.

Our process for small businesses

Our simple process makes it easy to raise a dispute with your energy supplier:

Search for your energy supplier here

*Before raising your dispute with us, please allow your supplier 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 energy suppliers to:

  • Take practical action
  • Make an apology
  • Issue financial awards up to £20,000*
  • Implement recommendations to help them avoid similar complaints
  • A combination of these actions

However, we can’t:

  • Punish energy suppliers
  • Dictate how supplier operate
  • Issue fines

*Please note our maximum award for brokers differs. Please see our page on information for disputes with energy brokers for details.

FAQs

I’m not happy with my business electricity rates – can Energy Ombudsman help?
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We don't set the price of gas or electricity - but if you feel you've been treated unfairly by your supplier - for example, because you feel you've been charged incorrectly or mis-advised about your charges - we may be able to help.

Which business gas and electricity suppliers do Energy Ombudsman deal with?
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All suppliers who provide services to small business consumers must be part of our scheme. Search for your supplier’s name here to start your dispute.

Ready to raise your dispute with us?