How to Complain to Your Energy Supplier (UK Business Guide)

Thomas McGlynn • 16 May 2025

Your Rights When Dealing With a Business Energy Supplier

A poster that says what to do when complaining to your energy supplier

Quick Summary


ο»ΏIf your business is facing incorrect bills, blocked supplier switches, or unresponsive customer service, it’s important to raise a formal complaint and—if needed—escalate it to the Energy Ombudsman. This guide covers how to do that step-by-step, what timelines to expect, and what rights you have under the Ofgem complaint process for non-domestic customers.

🧭 1. Why You Might Need to Complain to Your Energy Supplier


  • Unexpected charges or estimated bills for months on end
  • Your business energy contract was mis-sold
  • You can’t switch due to a blocked transfer or ongoing dispute
  • The supplier is unresponsive or ignoring your complaint

ο»Ώ

⚑ You have the right to challenge your energy supplier—and get help if needed.

πŸ“ 2. How to Raise a Business Energy Complaint – Step by Step


Step 1: Gather All the Key Evidence


Make sure you’ve got:


  • Copies of energy bills, meter readings, and contract documents
  • Emails, call logs, and any photos of meters or letters
  • Dates of contact and promised responses


Step 2: Complain in Writing


Use email or the supplier’s online form to raise your complaint officially. Include:


  • Business name, site address, account number
  • Meter serials or MPAN/MPRN
  • Clear description of the issue and what resolution you want


βœ… Tip: Use a subject like “Formal Complaint – MPAN 123456789” to keep it clear.


If you want help in how to word your complaint, click on our live chat button and we will happily guide you through the process further.


Step 3: Log Every Communication


We recommend to create a new folder on your computer, so you can log all correspondence in there for reference. If you have to have a 'Live Chat' with your supplier, ensure that you keep a copy of the chat transcripts!


Keep a timeline of emails, responses, and call notes. This becomes critical if you need to escalate


πŸ‘‰ Want an impartial review of your energy dispute?

Our team supports businesses—not suppliers.

ο»ΏWe’ll review your case and advise you on the best next step.

⏱ 3. What’s the Energy Supplier Complaint Timeline?

Stage Timeframe What You Should See
Complaint acknowledged 1–2 working days Supplier confirms receipt
Resolution offered Within 8 weeks Final decision or compensation
No resolution? After 8 weeks or with deadlock letter You can escalate to the Energy Ombudsman

πŸ“¨ 4. What Is a Deadlock Letter – And Why It Matters


  • If your supplier can’t resolve the complaint, they should issue a deadlock letter.
  • You don’t have to wait for it: after 8 weeks you can go straight to the Energy Ombudsman.ο»Ώ

πŸ“€ 5. Taking Your Complaint to the Energy Ombudsman


You can escalate via: www.energyombudsman.org


You’ll need:


  • Your timeline of events
  • Emails and evidence
  • Any deadlock letter (if issued)

ο»Ώ

🎯 Most business complaints are resolved within 6–8 weeks of escalation.

πŸ’¬ 6. What Happens If the Supplier Ignores You?


  • You can still go to the Ombudsman after 8 weeks of no reply
  • If the supplier misbilled you, blocked a switch, or failed in duty, they may be ordered to apologise, correct the bill, or pay compensation

❓ FAQ – Business Energy Complaints

  • πŸ’Έ What happens if my supplier is chasing me for money but I’ve raised a complaint?

    You still need to engage with the supplier, but they should not pursue disconnection or enforcement action on the disputed amount while the complaint is active.


    • Make sure your complaint is in writing and clearly states the amount in dispute.

    • If the issue relates to billing errors, blocked switching, or meter problems, you may only need to pay the undisputed portion of the bill while the complaint is reviewed.

    • You should not be pressured into paying an incorrect balance while awaiting a resolution.

  • β›” Can I be disconnected while my complaint is unresolved?

    Disconnection is rare for businesses, especially while a formal complaint is active. Suppliers are expected to pause disconnection where there’s a clear dispute.


    • If you’re threatened with disconnection, contact the supplier in writing and request a pause while the complaint is investigated.

    • If they refuse, you can escalate this to the Energy Ombudsman after 8 weeks—or immediately if you receive a deadlock letter.

  • πŸ” My supplier is blocking a switch β€” can I still complain?

    Yes, and you absolutely should.


    • If your account is in dispute, suppliers sometimes block switches using the Debt Assignment Protocol or by flagging the account as “in dispute.”

    • If the balance is incorrect or the complaint is unresolved, you can challenge this.

    • The Ombudsman can order a switch to go through and correct your account if the block was unfair or based on wrong data.

  • πŸ“‰ I was mis-sold a contract β€” can I cancel it?

    Yes, if you were misled or weren’t given the correct contract terms.


    • This includes being locked into long terms without consent, rates not matching the offer, or third-party misrepresentation.

    • The complaint can be raised with the supplier and with the broker, if involved.

    • The Ombudsman may cancel the contract, issue compensation, or allow a switch if it finds the deal was unfairly sold.

  • πŸ“… How long will the Energy Ombudsman take to resolve my complaint?

    Most business cases are resolved within 6–8 weeks once accepted.

    You’ll need to provide:


    • All relevant communication

    • Evidence like bills, photos, and emails

    • A timeline of events and the resolution you want

    They’ll contact the supplier and assess whether they’ve acted fairly.

  • πŸ€” Do I need to wait 8 weeks before going to the Ombudsman?

    Not always. If your supplier issues a deadlock letter saying they can’t do any more, you can go to the Ombudsman immediately—even if it’s been less than 8 weeks.


    If 8 weeks pass with no resolution or no reply, you also qualify to escalate.


  • πŸ“ž Can I get help writing the complaint or pulling the evidence together?

    Yes. That’s where we come in.

    We help UK businesses structure their complaint clearly, gather the right documentation, and assess whether you’re due compensation, corrections, or further action.

🧭 Final Thoughts


ο»ΏRaising a formal complaint doesn’t need to be complicated—but it does need to be done right. If your supplier is dragging their feet, misbilling you, or making switching difficult, don’t wait until it becomes a bigger issue.

Let Us Help You Resolve It

πŸ§‘‍πŸ’Ό We work for you—not the supplier.

Whether it’s a billing dispute, blocked transfer, or compensation claim, we help UK businesses resolve energy complaints fairly.

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