How to complain
When we can help
What we can and cannot do
Putting things right
Useful downloads
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0330 440 1624

How to complain ENERGY

How to complain

 

You can make a complaint by simply clicking on the ‘Make a complaint’ button on this page.

Before you can use our service the company which you are complaining about must first be given an opportunity to sort out the dispute. Companies signed up to our service have eight weeks to do this.

You can use the service if you are a domestic consumer or small business.

A domestic consumer is a person who has energy provided to a home.

 

A small business customer is one with:

  • an annual consumption of electricity of not more than 55,000 kWh, or gas of not more than 200,000 kWh; or
  • fewer than ten employees (or their full time equivalent); and an annual turnover or annual balance sheet total not exceeding Euros 2 million.

Someone else can bring the complaint to us for you, we are happy to deal with them if you give permission in writing.


Want to use our service, but unsure whether you meet the small business definition?

We have a formal procedure for calculating compliance with the small business eligibility criteria for companies that want to complain to us about their electricity and gas supplier or network provider. Please download the Calculating compliance document at the bottom of this 

Procedures for calculating compliance with the small business eligibility criteria for complaining about electricity and gas suppliers and networks.



We also have a contact centre which can take your complaint and provide you with advice.

 

Phone:           0330 440 1624 or 01925 530 263
Fax:               0330 440 1625 or 01925 530 264
Textphone:     0330 440 1600 or 01925 430 886


Email: enquiries@os-energy.org


Attachments

Can we help with your complaint
Energy complaint

If you are unsure, whether it is the right time for us to become involved, or do not know what to do next, try our easy to use tool. It will ask you some questions and tell you what to do next and there’s no need for you to give us any of your personal information.

Have you told the company that you have a complaint which needs to be resolved?
Has your complaint been ongoing for more than 8 weeks?
Has the company said it can do no more to help?
Thank you!

From what you've told us so far, it appears that we may be able to consider your complaint.

What happens next?

To process a complaint, you can either:

  • download and print off the below PDF form and post or email to us
  • or call us. We will complete the form for you and post you a copy

Putting things right

When we have all the information about your complaint, we will decide how best to handle it. If we propose a remedy that you're happy with, the firm will be required to put this in place and we will make sure that this happens.

Please select...
Call us
You can run through the form over the phone and we will send you a completed copy
Printable Form
You can save this form and email or post at a later date