Making a Complaint about an Energy Supplier

Regulators only help micro customers complaints. There is no regulatory help for SME or larger energy customers.

 or call Nadir on 0208 894 8976 for help.

Since Energy Watch was disbanded in 2007, business customers larger than ‘micro-business’ (defined below) have had no regulatory oversight or channel to lodge complaints. BuyEnergyOnline have set up a forum for these
business energy users to lodge their complaints which we undertake to raise to the suppliers and regulators and
will also assist in resolving the problems directly with the supplier. This service will be offered for free, but we will
ask if we can provide a quote for your next energy renewal on a no obligations basis.


Micro-Business Customers

A micro business is defined as a company which meets one of the following criteria:

  • consumes less than 200,000 kWh of gas a year, or
  • consumes less than 55,000 kWh of electricity a year, or
  • has fewer than ten employees (or their full-time equivalent) and an annual turnover or annual balance sheet total not exceeding €2m.

If you have a complaint with an energy company, you should follow its published complaints process. If your complaint is not resolved to your satisfaction within 8 weeks – earlier if your supplier explains that they cannot do anything else to help you – and your business fits within the micro-business definition above, the Energy Ombudsman may be able to look at your complaint. A factsheet is available for further information.

If you encounter any difficulties then Consumer Direct, the national advice agency, can offer further guidance on how to progress matters. Tel: 08454 040506.

Source: OFGEM website


Larger Business Customers

There is currently no help offered or available to non micro-business customers since EnergyWatch was disbanded
2 years ago. However, Buyenergyonline offers a service to assist these businesses with their complaints against
the energy suppliers. Click here to register your complaint and we will look into this for you. We may call for further information, otherwise we will contact the relevant energy supplier as soon as possible to register your complaint
and start the process of obtaining a resolution of this issue for you.