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What can we deal with Energy

Complaints that the energy ombudsman deals with

Energy complaints we can deal with

  • Gas and electricity bills
  • Problems that arise as a result of switching energy supplier
  • The way an energy product or service has been sold, including door step sales
  • The supply of energy to a home, for example if you experience a power cut
  • Micro generation and feed-in tariffs (see below)

Energy complaints we cannot deal with

  • Commercial decisions made by an energy company about whether to provide a product or service or the terms under which they may be provided, for example price increases
  • Issues that we consider to be malicious or unjustified
  • Problems that are being dealt with by the courts
  • Liquid propane gas (LPG)
  • Historic problems that may be outside our time limits (see who can we help?)

Feed-in tariff (FIT) complaints

Feed in Tariff (FITs) complaints
The Department for Energy and Climate Change (DECC) and Ofgem set the rules for FIT applications. Energy companies must keep to these rules.  
If the appropriate rules have not been followed we can consider complaints about FITs. 
The following information will help you to decide if the complaint is one that we can handle.
The eligibility date for a tariff is the date on which a FIT licensee (the energy company) receives a correctly completed, written application from the generator (FIT applicant).  
If the licensee receives an application after the deadline for a higher tariff, it cannot backdate the application and the generator will not benefit from the higher tariff.  
If a licensee receives a written application which is not completed correctly, and the deadline is missed because the generator needs to amend the application, the licensee will not be responsible for any difference in tariff and nor will it back date the application.  
It is the generator’s responsibility to ensure that they complete the application fully and correctly and that the licensee receives it before the deadline.  
It is not the licensee’s responsibility to provide an application checking service and the licensee is not held responsible for a missed deadline if the delays were caused by an incorrectly completed application.
The Ombudsman can not require a licensee to apply a higher FIT if it did not receive a correctly completed application before the deadlinFeed-in Tariff (FITs) complaints

The Department for Energy and Climate Change (DECC) and Ofgem set the rules for feed-in tariff (FIT) applications. Energy companies must keep to these rules. If the appropriate rules have not been followed we can consider complaints about FITs. The following information will help you to decide if the complaint is one that we can handle.

The eligibility date for a tariff is the date on which a FIT licensee (the energy company) receives a correctly completed, written application from the generator (FIT applicant).

  • If the licensee receives an application after the deadline for a higher tariff, it cannot backdate the application and the generator will not benefit from the higher tariff.
  • If a licensee receives a written application which is not completed correctly, and the deadline is missed because the generator needs to amend the application, the licensee will not be responsible for any difference in tariff and nor will it back date the application.  

It is the generator’s responsibility to ensure that they complete the application fully and correctly and that the licensee receives it before the deadline. It is not the licensee’s responsibility to provide an application checking service and the licensee is not held responsible for missed deadline if the delays were caused by an incorrectly completed application. We cannot require a licensee to apply a higher FIT if it did not receive a correctly completed application before the deadline.

Voluntary jurisdiction

Some companies may also choose to allow Ombudsman Services to review complaints which would ordinarily fall outside our remit. This includes products and services that are not regulated. It also means we can consider complaints about companies that otherwise exceed our definition of a small business, and those complaints falling outside current financial limits. Our approach to these cases will follow the same principles we use for those cases that automatically fall within our jurisdiction.

Advice about your consumer rights

The Citizens Advice consumer service can offer advice on your gas and electricity supply as well as general consumer issues. If the matter relates to goods or services you have purchased, or you need general advice about your consumer rights, contact Citizens Advice