Contracts and renewal
Business energy complaints and disputes
What should we do when a supplier or broker problem is not being resolved?
Start by identifying whether the complaint concerns the supplier, broker, meter, network or another service. Put the issue in writing, state the outcome sought and preserve contracts, bills, meter evidence and call records. Escalation rights depend on the organisation's size, the respondent and the circumstances, so check current eligibility rather than assuming the domestic process applies.
Written by Energy Guide editorial team · Specialist review: Pending · Source checked:
Identify the issue and owner
A disputed bill may relate to readings, site responsibility, contract pricing, commission, meter configuration or a network event. Directing the complaint to the wrong organisation delays resolution. Ask each party to state its role if responsibility is unclear.
Build an evidence timeline
Use a chronological record rather than relying on repeated phone calls.
- Contract, quotation and Letter of Authority
- Bills, meter reads and supply-point identifiers
- Emails and dated notes of calls
- Complaint reference and requested remedy
- Amounts paid, withheld or disputed
- Deadlock letter or elapsed complaint period
Check the available escalation route
Follow the supplier or broker's complaint process first. Some non-domestic customers can then use an approved dispute-resolution service, subject to eligibility and process rules. Other businesses may need contractual, legal or professional advice. Ofgem regulates the market but does not usually resolve an individual commercial dispute itself.
Sources
These sources support the explanation above. Check the linked source for current rules and eligibility.