How to make a business energy complaint

Problems with your business energy supplier and energy supply can cost you time and money. A wrong bill, a missed reading, or a supplier who won't answer the phone can pull you away from running your business.

You have the right to complain. As a paying customer, you can ask your supplier to explain, fix, or put right any issue with your business gas or electricity account.

This guide shows you the exact steps to raise a business energy complaint, when to escalate it, and how the Energy Ombudsman can help.

In this guide to business energy complaints…

• Learn what counts as a valid business energy complaint, from billing errors to broker mis-selling.
• See how to contact your supplier by phone, email, or letter, and what records to keep at each step.
• Find out when your complaint qualifies for escalation, and how a deadlock letter can speed up the process.
• Understand what the Energy Ombudsman can do for your business, including the compensation it can award.
• Get practical tips on avoiding future disputes by comparing tariffs and choosing the right supplier.

What is a business energy complaint?

A business energy complaint is a formal report to your gas or electricity supplier about a service failure. This includes billing errors, poor communication, contract disputes, or supply problems.

You can complain about almost any part of the service. Common triggers include an estimated bill that's far too high, a switch that went wrong, or a broker who mis-sold your contract.

You don't need to be certain you're right before you complain. If something looks off, raise it. Your supplier has to investigate and respond.

How to raise an issue directly with your energy supplier

Every energy supplier has a formal complaints process. You'll usually find it on their website or in your welcome pack. Contact them by phone, email, instant message, or letter. Each method has its own advantage:

Phone

• Fastest for urgent problems, like a supply outage
• Note the date, time, and the name of the representative you spoke to

Email

• Creates a written record automatically
• Ask for a read receipt so you can prove it was seen

Instant message

• A feature on many websites usually involves AI-generated troubleshooting
• If resolution can't be found, you should be redirected to live chat or call with a human agent

Letter

• Useful for formal disputes or if you've had no response by other means
• Always get proof of postage

Whichever method you choose, be specific. State the problem clearly, include your account number, and explain how you'd like it resolved. A supplier can't fix what it doesn't understand.

Suppliers must acknowledge your complaint within a few working days and work to resolve it within eight weeks. Keep a simple log of every call, email, and letter. You'll need it if the complaint needs to go further.

What if your supplier doesn't sort it out?

If eight weeks pass with no resolution, or you're unhappy with the response, you can escalate your complaint. There are broadly two main routes available to UK businesses:

Citizens Advice

Citizens Advice offers free, impartial guidance on your rights and your supplier's responsibilities. It's a good first stop if you're unsure whether your complaint is valid, or what to ask for.

They won't force your supplier to act, but they can help you understand the process and word your complaint more effectively. Find out more at Citizens Advice.

The Energy Ombudsman

The Energy Ombudsman is a free, independent service that steps in when a complaint stalls. It can only look at your case once your supplier has had a fair chance to fix things.

You become eligible to use the Ombudsman when either of these happens:

• Eight weeks have passed since you raised the complaint with your supplier, and it's still unresolved.
• Your supplier sends you a "deadlock letter" confirming they can't resolve the issue.

What is a deadlock letter? 

A deadlock letter is written confirmation from your energy supplier that it cannot resolve your complaint through its own process. It gives you the right to take the dispute to the Energy Ombudsman straight away, without waiting the full eight weeks.

If you get a deadlock letter, you typically have up to a year to bring your case to the Ombudsman.

Is your business eligible for the Energy Ombudsman?

The Energy Ombudsman covers small businesses and micro businesses, not every company. Your business likely qualifies if it meets any of the following:

• Annual electricity use of no more than 200,000 kWh.
• Annual gas use of no more than 500,000 kWh.
• Fewer than 50 employees, with turnover of no more than £6.5 million or a balance sheet total of no more than £5 million.

If your business is larger than this, you may need to use a mediation service or take legal advice instead.

What can the Energy Ombudsman do?

The Ombudsman reviews the evidence from both sides and decides what should happen next. Its review typically takes around six weeks, though complex cases can take longer.

If it rules in your favour, your supplier must act on the decision. This can include:

• Correcting the billing or account error.
• Issuing a written apology.
• Paying compensation for the disruption caused.

Once you accept an Ombudsman decision, it becomes binding on your supplier. They have to follow it.

A note on the rules: Energy complaint rules are under review. The government has proposed cutting the eight-week waiting period and increasing standard compensation, though the current eight-week rule still applies. Always check the Energy Ombudsman's website for the latest position before you escalate.

What compensation could you get?

Compensation depends on the type of failure and how long it went on. Suppliers currently pay automatic compensation for issues like delayed switches, late final bills, or being moved to the wrong supplier by mistake.

For more serious or drawn-out problems, the Ombudsman can award a higher amount, based on the impact on your business. There's no fixed table for this - it reflects your specific case.

How to write a strong business energy complaint

A clear, well-evidenced complaint is far more likely to get a fast result. Structure it like this:

1. State the problem in one sentence. For example: "My business electricity bill for March is based on an estimated reading that's far higher than my actual usage."
2. Give the facts. Include your account number, the dates involved, and any reference numbers from previous contact.
3. Attach evidence. Meter readings, photos, or copies of previous emails all help.
4. Say what you want. A corrected bill, a refund, or an explanation — be specific.
5. Set a reasonable deadline. Ask for a response within 10 working days.

Keep a copy of everything you send. If you need to escalate later, this record becomes your evidence.

Common business energy problems worth complaining about

• Estimated bills that don't match usage — ask your supplier to explain the calculation and request a correction.
• Missed or delayed smart meter installation — suppliers must schedule this within a reasonable timeframe once requested.
• Broker mis-selling — if a broker signed you up to a contract you didn't agree to, or misrepresented the terms, you can complain to the supplier and, in some cases, the Ombudsman.
• Failed or delayed switches — if a supplier switch didn't go through as planned, you may be entitled to compensation.
• Poor customer service — long call waits or unanswered emails are valid grounds for a complaint in their own right.

How to avoid energy disputes in the first place

Many complaints start with a contract that didn't suit the business from day one. A few habits reduce your risk of running into problems:

• Compare tariffs before your renewal date, not after your contract auto-renews onto a poor deal.
• Check your contract length and exit terms before signing.
• Keep meter readings up to date so bills reflect actual use, not estimates.
• Review your supplier's complaints record before switching to them.

When you compare business energy with MoneySuperMarket, we show you tariffs from trusted UK suppliers side by side. This makes it easier to pick a deal that fits how your business actually uses energy, and avoid the kind of surprises that lead to complaints.

Should you switch supplier after a complaint?

You're free to switch energy suppliers at any point, including during a live complaint, unless you're midway through a fixed contract with exit fees. A poor complaints experience is a valid reason to start comparing other options.

MoneySuperMarket and Bionic compare quotes from a panel of trusted suppliers, so you can weigh up service quality and price together, not price alone.

Business energy complaint FAQs

Still unsure about how to make a complaint? Check out the answers to our most frequently asked questions.

How do I make a complaint about my energy supplier?

Contact your supplier by phone, email, or letter, and describe the problem clearly. State how you'd like it resolved and keep a record of every exchange, including dates and names.

How long does a supplier have to respond to a complaint?

Suppliers must acknowledge your complaint quickly and aim to resolve it within eight weeks. If they miss this, or send a deadlock letter, you can escalate to the Energy Ombudsman.

What is a deadlock letter?

A deadlock letter is written confirmation from your supplier that they can't resolve your complaint. It lets you go straight to the Energy Ombudsman, without waiting the full eight weeks.

Can my business use the Energy Ombudsman?

Small businesses and microbusinesses can use the Energy Ombudsman. Your business typically qualifies if it uses under 200,000 kWh of electricity or 500,000 kWh of gas a year, or has fewer than 50 staff and turnover under £6.5 million.

What can the Energy Ombudsman do for my business?

The Ombudsman can order your supplier to fix the problem, apologise, or pay compensation. Once you accept its decision, the supplier must carry it out.

Is Citizens Advice the same as the Energy Ombudsman?

No. Citizens Advice gives free guidance on your rights but can't force a supplier to act. The Energy Ombudsman investigates and can issue a binding decision.

Will complaining affect my ability to switch supplier?

No. You can switch supplier at any time, including during a complaint, unless you're locked into a fixed contract with exit fees. A poor complaints experience is a fair reason to compare other suppliers.

How much compensation can a business claim?

Suppliers pay automatic compensation for specific failures, such as delayed switches or late final bills. For more serious cases, the Ombudsman can award further compensation based on the impact on your business.

Compare business energy deals

A complaint should be your last resort, not your only option. Comparing tariffs regularly helps you catch problems, like overcharging or a bad renewal rate, before they turn into a dispute.

When you get a quote with MoneySuperMarket, we compare business energy tariffs from trusted UK suppliers. You can find a deal that suits your usage, and switch away from a supplier who isn't getting it right.