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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

Introduction


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

Conclusion


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?

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    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.
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    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.
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  • 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.
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Very helpful, quick expert advice. We have been using Smart Energy for a while.

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