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Insufficient compensation

When making a complaint to your energy supplier, there’s a chance that you could receive compensation providing the supplier accepts responsibility for the mistake, and it has had a negative impact on your business.

There are a number of instances in which a complaint to your supplier can result in compensation, such as:

  • Mistakes on a bill
  • Inaccurate meter readings
  • Missing bills
  • Backdated bills (over a year old)
  • Unwarranted blocking of a switch
  • Not taking over your supply
  • Not taking over your supply on time
  • Incorrect rates

 

In the event that you’ve received compensation, but you feel the amount does not cover the damages you, or your business, has incurred – then it is possible to contact your supplier to request additional compensation.

To begin this process, you should first contact your supplier in writing, stating your concerns. You should include any costs that you have incurred as a result of the issue, and why you feel that the current level of compensation is insufficient.

Once you have sent your correspondence, your supplier will have 14-days to respond to your complaint before you can escalate the request to the CEO. If you do not hear back from your supplier within 8 weeks, then you have a legal right to take your case to the Energy Ombudsman, who will carry out an independent investigation.

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

When contacting the Energy Ombudsman, do so in writing and outline your justifications for why the current level of compensation is not sufficient, as well as any supporting evidence. Based on the information that you provide, and their own investigation, the Energy Ombudsman will arrive at a ruling that all parties must adhere to.

Contact the Energy Ombudsman using the details below:

Energy Ombudsman

Phone: 0330 440 1624

Email: enquiries@os-energy.org

Website: www.ombudsman-services.org/energy

Post: PO Box 966, Warrington, WA4 9DF

If the Energy Ombudsman rules that your complaint does not lie with your supplier, then there is a chance that it could be the responsibility of your regional gas or electric network operator. Typically, this will be the case if you experience:

  • Excessive time to restore power after a power outage
  • Loss of power as a result of planned maintenance without prior notice
  • Your supplier misses an appointment to inspect your supply point
  • Four or more power cuts in a year
  • An inaccurate quote for a new connection
  • A late compensation payment
  • Excessive time to respond to a complaint.

In this case you should follow the same procedure as above, but write to your regional network operator, instead of your supplier.

Please note: If you are complaining about a power outage, it’s important that you do this within 28 days of your supply being restored.

Remember, if you are unhappy with the amount you’re paying through your direct debit, one way you can reduce this is by switching energy suppliers.  

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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