Excessive time to resolve issue

When taking out a business energy contract, there’s always a small chance that something may not go smoothly. In the event that you are left dissatisfied with the quality of service that you’ve received, it’s important that your business energy supplier has the processes in place to handle your complaint and seek out a timely resolution.

Below, we take a look at the best way to complain to your business energy supplier, and what to do if they do not handle your complaint adequately.

If you need to make a complaint, you should consider making initial contact with your supplier’s customer service department directly and in writing. For the contact details of your supplier, see the table below.

Supplier Contact number Email Address
British gas business 0800 107 3457 customerservice@britishgas.co.uk

British Gas PO Box 227 ROTHERHAM S98 1PD

EDF 0800 096 2255 customer_correspondence@edfenergy.com

EDF Energy Osprey House Osprey Road EXETER EX2 7WN

E.ON 0333 202 4586 ombudsmancomplaints@eonenergy.com

Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR

npower for business Electricity: 0845 166 3360 Gas: 0845 166 3320 business.queries@npower.com

npower Group Ltd PO Box 177 Houghton le Spring DH4 9AQ

Scottish Power Business 0800 040 7002 contactus@scottishpower.com

ScottishPower Customer Services, Cathcart Business Park, Spean Street, Glasgow, G44 4BE

SSE 0345 725 2526 cmt.commercial@sse.com

ScottishPower Customer Services, Cathcart Business Park, Spean Street, Glasgow, G44 4BE

Opus Energy 0843 227 2377 customercare@opusenergy.com

Royal Pavilion, 2 Summerhouse Road, NN3 6BJ

DONG Energy 0800 0568 101 customer_services@dongenergy.co.uk

DONG Energy 5 Howick Place London SW1P 1WG

CNG 01423 502 554 info@cngltd.co.uk

CNG Ltd, 2 Victoria Avenue, Harrogate, North Yorkshire, HG1 1EL

Corona Energy 0800 804 8589 mail@coronaenergy.co.uk

Edward Hyde Building 38 Clarendon Road Watford, WD17 1JW

Haven Power 01473 725 943 contactus@havenpower.com

32 The Havens, Ransomes Europark, Ipswich, Suffolk IP3 9SJ

Dual Energy 01903 703 400 customer.services@dual-energy.co.uk

Dual Energy, Premium House, The Esplanade, Worthing BN11 2BJ

Gazprom 0845 230 0011 enquiries@gazprom-energy.com

Gazprom Energy, 27 Quay Street, Manchester, M3 3GY

Extra Energy 08451 400 251 customercare@extraenergy.com

54 Hagley Road, Edgbaston, Birmingham, B16 8PE

Crown Gas & Power 0161 762 7744 hello@crowngas.co.uk

Crown Gas & Power Bury New Road, Heap Bridge, Bury BL9 7HY, UK

 

Please note: By keeping all essential communication in writing (either email or letter), you can record all of your correspondence over the matter, which can be used for future reference, if required.

When you first write to your supplier and bring the issue to their attention, they have 14-days to respond, but in most cases they will respond sooner than this. In the event that your supplier takes more than 14-days to respond to your initial complaint, you should escalate the issue to the CEO. Again, it’s best to do so in writing and record the date that the issue was escalated. Once the issue has been escalated, your supplier will have an additional 14-days to respond to you.

If your supplier still fails to respond to you within the additional 14-days, you have the right to refer the complaint to the Energy Ombudsman, who will conduct an independent investigation into the issue and arrive at a ruling that all parties must adhere to. Below, you can find the necessary contact details for the Energy Ombudsman:

Energy Ombudsman

Phone: 0330 440 1624

Email: enquiries@os-energy.org

Website: www.ombudsman-services.org/energy

Post: PO Box 966, Warrington, WA4 9DF

The Energy Ombudsman will run an independent review of your issue and arrive at a ruling that all parties must adhere to.

If you aren’t happy with the level of service you’re receiving from your supplier, or you’re unsatisfied with their complaint handling process, then one solution is to switch suppliers when you’re able to do so. Remember, when looking for a new deal on your business energy, price shouldn’t be your sole motivation. You should also consider the level of service that you’re likely to receive in the event that something does go wrong.

 

Businesses typically save £1,150* by switching to a better deal.

*£1,150 Figure based on 8,254 actual contracts arranged in 2016 when compared to prices or renewal quotes of existing suppliers.

 


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