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Navigating Business Energy Complaints: Your Guide to Deadlock and the Energy Ombudsman

Updated: Aug 7, 2023

Frustrated business owner dealing with energy supplier issues


In the complex world of business energy supply, disputes can sometimes arise. Understanding how to navigate these disputes effectively is crucial. This guide will walk you through the process of lodging a complaint with your energy supplier, the concept of deadlock, and how to escalate your complaint to the Energy Ombudsman.

Understanding Complaint Procedures with Your Energy Supplier

When you encounter an issue with your energy supplier, the first step is to lodge a complaint directly with them. This process involves clearly outlining your issue, providing any necessary evidence, and requesting a resolution. Remember to keep a record of all communications for future reference, especially if you need to escalate your complaint to the Energy Ombudsman.

Best Practices for Business Energy Complaints

Effective communication is key when lodging a complaint. Be clear and concise about your issue, provide all relevant information, and follow up regularly. Patience and persistence often yield the best results, especially when dealing with energy suppliers and the Energy Ombudsman. It is always best to keep a record of your communication with your supplier so we always advise of emails as you have instant records of this.

Symbol representing deadlock in energy supplier disputes

What is 'Deadlock' in Energy Supplier Disputes?

When we mention 'deadlock', you might be thinking it's when the votes are tied on X Factor and Simon Cowell has to make the final decision. Well, you're not entirely wrong. In our scenario, the role of Simon is played by the Energy Ombudsman. Deadlock in energy disputes occurs when you and your energy supplier can't reach an agreement. This could be because the supplier has not resolved your complaint to your satisfaction, or because eight weeks have passed since you first lodged your complaint. At this point, you have the right to escalate your complaint to our 'Simon' - the Energy Ombudsman.

The Role of the Energy Ombudsman in Resolving Disputes

The Energy Ombudsman is an independent body that specialises in resolving disputes between customers and energy suppliers. If you've reached a deadlock with your supplier, you can bring your complaint to the Ombudsman. They provide a free and impartial service that aims to resolve disputes between consumers and suppliers in the energy sector.

If you're having issues with your energy supplier, energy broker, network operator, green deal, or heat network supplier, the Energy Ombudsman may be able to help resolve your dispute. Their simple process makes it easier than ever to raise a dispute with your energy supplier:

  • Raise the issue with your supplier

  • Raising your dispute with the Energy Ombudsman

  • Sending your information

  • Reviewing your dispute

  • Reaching a decision

  • Delivering the remedy

The Energy Ombudsman can instruct suppliers to take practical action (like crediting your account, cancelling an account, or changing your tariff), make an apology, offer financial awards up to £10,000, make recommendations to prevent the issue from happening again, or a combination of these actions.

Remember, you're not alone in this process. We're here to help you navigate these steps and ensure your voice is heard.

Energy consultancy team assisting a client with energy supplier issues

How Our Independent Energy Consultancy Can Help

As an independent energy consultancy, we work with over 20 suppliers to deliver cheaper energy contracts to our clients. Whether you're happy with your current supplier or looking for a change, we can help optimise your energy contracts to save you money.

If you're unsure about how to lodge your complaint, don't worry. Give us a call and we can help identify the problem and draft an initial email to your energy supplier. You don't need to be an expert in energy jargon and terminology - that's our job! We can help you draft a clear, effective complaint to help you get the best possible outcome, or at least understand what's going on.

Navigating disputes can be complex, but you're not alone in this process. We're here to support you through any disputes and help you navigate the complex world of energy supply.

Confident business owner satisfied after resolving energy supplier dispute


Understanding the complaint process, deadlock, and the role of the Energy Ombudsman can empower you to resolve disputes with your energy supplier effectively. And remember, you're not alone in this process. If you're dealing with a dispute with your energy supplier, don't hesitate to contact us. We're here to help you navigate the process and get the best possible outcome.

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Have More Questions?

  • Is it possible to change multiple business utilities at the same time?
    Our switching service allows you to switch multiple utilities simultaneously. We have successfully assisted multiple businesses in the UK by helping them save on various services such as energy and water with savings within 2023 already over the £2 Million mark.
  • How much can I save on my business utility bills?
    The amount you can save on your business utility bills will depend on various factors such as your current usage, the rates offered by different providers, and the specific deals available in your location. However, our switching service is designed to help you find the best deals and save as much as possible. By comparing multiple suppliers and negotiating competitive rates, we aim to maximise your potential savings. Get in touch with us to discuss your specific needs and get personalised information on potential cost savings for your business utility bills.
  • How does switching business utilities work?
    Switching business utilities involves a straightforward process. Here's a general overview of how it works: Evaluation: Start by assessing your current utility bills and usage patterns. This will give you an idea of your current costs and help identify areas where savings can be made. Comparison: Use a switching service like ours to compare different utility providers in your area. We provide you with quotes from multiple suppliers, allowing you to compare prices, contract terms, and services offered. Selection: Based on the comparison results, choose the utility provider that best meets your needs and budget. Consider factors such as price, customer reviews, contract terms, and any additional services or benefits offered. Contract Negotiation: Once you've chosen a new provider, our team can help negotiate the contract terms and rates on your behalf. Switching Process: The switching service will coordinate the transition with your current supplier and the new provider. This may involve submitting termination notices, arranging meter readings, and scheduling the activation of new services. Enjoy the Savings: After the switch, you'll start receiving services from your new provider, typically at the agreed-upon rates. You will notice savings on your utility bills, providing you with cost advantages for your business. Remember, the exact process may vary depending on the type of utility you are switching, but our switching service aims to simplify the process and assist you at every step.
  • Who are the cheapest business utility providers?
    As market conditions and prices fluctuate regularly, it's challenging to provide an up-to-date and definitive list of the cheapest business utility providers. The prices we provide you are valid and available on the day of the quote and will provide most current and competitive deals available. Our switching service helps you compare prices and offers from multiple suppliers, ensuring you have the most accurate and relevant information to make an informed decision about your business utility provider.
  • What is energy procurement?
    Energy procurement is the process of sourcing, negotiating, and securing energy contracts to meet the specific needs of a business. It involves analysing energy consumption patterns, understanding market trends, and negotiating with suppliers to obtain the best possible rates and contract terms.
  • Why is energy procurement important for my business?
    Energy procurement ensures that your business secures energy contracts that are both cost-effective and aligned with your operational needs. Proper energy procurement can lead to significant cost savings, budget predictability, and reduced risks associated with volatile energy markets.
  • How does The Smart Energy Company help with energy procurement?
    We specialise in analysing your energy consumption, understanding your specific needs, and leveraging our relationships with over 20 suppliers to negotiate the best possible contracts on your behalf. Our team ensures you get optimal rates, flexible terms, and contracts that align with your business goals.
  • How do you ensure I get the best energy rates?
    Our team continuously monitors the energy market, staying updated with trends, price fluctuations, and supplier offerings. Coupled with our in-depth analysis of your energy needs and consumption patterns, we negotiate with suppliers to secure rates that are both competitive and suited to your business.
  • Are there any hidden fees associated with your energy procurement services?
    Transparency is a core value at The Smart Energy Company. We provide a clear breakdown of any commission we earn as a company when you come to agree any new energy contract. This is typically included as an uplift in your unit rate and paid to us by the supplier you chose to go to. Our primary goal is to secure the best energy deals for you, with no hidden costs.
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Very helpful, quick expert advice. We have been using Smart Energy for a while.


Ian Hughes

Operation Manager

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