Legal

Complaints Procedure

How we handle concerns, and your right to take them further.

Our commitment

It's our goal to provide a first-class service. We recognise that we may not always get every aspect right, and we apologise for any disappointment caused. This procedure exists to make sure your concerns are heard, addressed and resolved fairly.

Throughout the process, you'll always be treated with dignity and respect, and we'll be courteous in all our dealings with you. A free copy of this procedure is available on request by post or email.

The procedure

1. Contact us

  • Visit: www.energyex.uk
  • Telephone: 0203 727 2588
  • Email: complaints@energyex.uk
  • Post: Complaints, 124 City Road, London, EC1V 2NX

Our customer relations team is available Monday to Friday, 9am–5pm.

2. Acknowledgement

We'll acknowledge your complaint within two working days, and confirm the complaint manager handling it — who may not be your usual point of contact.

3. Additional information

Your complaint manager may contact you for further information, documentation, or clarification on the issues raised.

4. Our decision

We'll share the outcome of our investigation within ten working days of acknowledging your complaint. If we can't meet that timeframe, we'll let you know our progress and a revised date.

5. Your decision

Within ten working days of receiving our decision, let us know whether you accept it. If not, tell us why — you're welcome to provide further documents or information to support a review.

6. Decision review

If you ask us to review our decision, we will — following a process similar to the initial investigation, including a revised date if needed and possibly requesting further information from you.

7. Eight-week review

We'll write to you eight weeks after receiving your complaint. From that point, you're entitled to escalate to the Ombudsman (see below).

8. Deadlock letter

If you reject our decision — original or revised — we'll send a deadlock letter confirming this, after which you can bring your complaint to the Ombudsman office.

The Ombudsman Services

The Energy Broker Alternative Dispute Resolution Scheme (ADR) helps energy brokers and customers resolve disputes. If we're unable to reach a satisfactory agreement, we'll issue a deadlock letter and notify you of your right to use this scheme.

The service is free for microbusinesses and entirely independent of any supplier or broker — decisions are based solely on the information you and we provide. We encourage eligible customers to make use of it.

The Ombudsman's decision is final but not binding on you — you don't have to accept it, though we will comply with it if you do. A decision may include an apology, an explanation of what went wrong, and practical action to correct the problem.

Contact the Ombudsman
Visit: ombudsman-services.org
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone lines: Mon–Fri 8am–8pm, Sat 9am–1pm. Closed Sundays and bank holidays.

Know your rights

For further independent advice, Citizens Advice can help: