We’re approved by Ofgem - the UK gas and electricity regulator - to independently handle disputes between consumers and energy suppliers.
We know how inconvenient it is when issues occur with a service that you rely on. Our experience dealing with complaints means we understand the most common types of problems and how to go about resolving them as quickly as possible.
If you are a domestic or micro business consumer of an energy company, you have the right to use our service. We’ve resolved over 90,000 of complaints about providers in the energy sector.
We learn from all the complaints we handle and use that insight to work with providers to help them improve their service, by making recommendations, such as:
Using insight and experience to support the supplier of last resort process, ensuring affected customers receive a fair deal. Identifying annual statement inaccuracies, which resulted in corrections to a wide-ranging billing system error. Correcting incorrect calorific values to ensure accurate billing.
If your provider is signed up to our scheme and you’ve tried to resolve your problem with them already, then we may be able to help.
A domestic customer is a person who has energy provided to their home. Whereas a micro business customer will meet the below criteria:
The Department for Energy and Climate Change (DECC) and Ofgem set the rules for FIT applications. If energy suppliers don’t follow these rules, we can consider complaints about FITs.
It’s the FIT applicant’s responsibility to ensure that the application:
It’s not the energy supplier’s responsibility to check the application. Therefore, they can’t be held responsible and we can’t recommend that an energy supplier applies a higher FIT if it didn’t receive a correct and completed application before the deadline.
We can consider complaints about network providers. You can find out who your network provider is via the Energy Networks Association website.
We would expect the energy network to do the following during a loss of electical supply:
Contact us for more help and advice on: 0330 440 1624
The Green Deal helps you make energy-saving improvements to your home and find the best way to pay for them. The improvements that could save you the most energy depend on your home, but typical examples include:
You can find out more about the Green Deal at gov.uk.
We’ve been approved to help resolve complaints about Green Deal providers if they are unable or unwilling to help if something goes wrong with a Green Deal plan.