How to make a consumer complaint with a Business Utilities Provider
If you are a business and have a dispute with a Utility Provider in regards to your electricity, gas, water or communications supply or services and are looking to escalate your complaint The Retail Ombudsman – Utilities Division is here to help you get your dispute resolved.
You may have a problem or dispute with a product or service from your utility provider i.e. a billing dispute, rollover contracts and back billing, unsatisfactory quality of your broadband provisions, faulty telephone equipment or a failed appointment with an engineer. If this is the case, and you have already complained to the utility provider, you can use our ‘Business Utilities’ complaint form to get your complaint process started.
Before making a complaint
Please note that to be eligible to make a complaint against a utility provider, you must have already complained to the utility provider directly in writing and either received a final written response (sometimes referred to as a ‘deadlock letter’) or given the utility provider eight (8) weeks to respond to your dispute. The Retail Ombudsman can only deal with unresolved complaints.
Which complaints does the Business Utilities sector cover?
The Business Utilities sector covers business complaints against any utility provider for electricity, gas, water and communications supply or services. Below is a list of popular sources of complaints which The Retail Ombudsman handles within the Business Utilities sector:
Please note if you a have a complaint about a communication service such as landline, broadband or mobile phone and are a small or micro business (with 10 or fewer employees with an annual spend of £5,000 or less) then you would need to discuss your complaint with Ombudsman Services: Communications or CISAS, depending on which company your complaint is regarding.
If you’re a small or micro business (an annual consumption of electricity of not more than 100,000 kWh, or gas consumption of not more than 293,000 kWh; or fewer than 10 employees, and an annual turnover or annual balance sheet total not exceeding €2 million) and you have a complaint with your gas or electricity supplier or the electricity or gas network distributor, you will need to contact Ombudsman Services: Energy.
If you’re a Business and have a complaint about an intermediary service such as a broker, comparison site or switching service for transferring your utility services, then please see our Utilities Switching Services Division.