How It Works
We handle business energy complaints from start to finish. Here’s exactly what happens from the moment you contact us to the point your case is closed.
Step 1: Tell Us What Happened
Fill in the contact form with your company name, supplier, a brief description of the issue, and your approximate annual bill value. It takes two minutes.
You don’t need to have all the paperwork ready. You don’t need to know whether you have a valid case. You just need to tell us what’s wrong.
We respond within one working day.
Step 2: We Review Your Case
Once we’ve heard from you, we assess whether there are grounds to pursue a complaint and what outcome is realistic.
This means looking at:
- The nature of the issue — billing error, mis-selling, rollover, backbilling, or unresolved complaint
- How long the issue has been running and what contact you’ve had with your supplier
- The approximate value at stake and whether it’s likely to be recoverable
- Whether you qualify as a microbusiness under Ofgem rules, which affects the protections available to you
We’ll tell you honestly if we don’t think there’s a case worth pursuing. If there is, we’ll explain what we expect to recover and how we’ll approach it.
There is no charge for this review and no obligation to proceed.
Step 3: We Handle Everything
Once you agree to proceed, we take the case on completely. You don’t need to contact your supplier, write letters, or spend time on hold. We do all of it.
Depending on the nature of your complaint, this typically involves:
Gathering evidence We request your billing history, meter data, contract terms, and any relevant correspondence from your supplier. Suppliers are legally required to provide this on request.
Raising a formal complaint We submit a structured complaint to your supplier’s complaints team, citing the specific errors or breaches involved. This starts the formal eight-week clock under Ofgem rules.
Corresponding with your supplier We manage all communication. You receive updates at every meaningful stage — you’re never left wondering where things stand.
Escalating if necessary If your supplier doesn’t resolve the complaint within eight weeks, or issues a deadlock letter, we escalate to the Energy Ombudsman. We prepare the full case file, submit the application, and manage the investigation process.
Chasing compliance If the Ombudsman rules in your favour, your supplier must act within 28 days. We follow up to confirm they have.
Throughout the process we keep you informed without burdening you. Most businesses find the process requires very little of their time once we have the initial information.
Step 4: You Get Paid — or You Don’t Pay Us
When we recover money or secure a resolution, we take a percentage of the amount recovered. That percentage is agreed with you before we start — there are no surprises.
If we don’t recover anything, you owe us nothing.
This is what no win, no fee means in practice. We have no interest in taking on cases we don’t think we can win, and every interest in maximising what we recover for you.
How Long Does It Take?
This depends on the type of complaint and how your supplier responds.
Straightforward billing disputes resolved directly with the supplier typically take four to eight weeks. Cases that go to the Energy Ombudsman typically take three to four months from the point of submission, though the preparation and submission process adds time before that.
We’ll give you a realistic timeframe when we review your case. We don’t make promises we can’t keep, but we do keep moving cases forward.
What We Need From You
Not much. At the start, we need:
- Your company name and contact details
- Your energy supplier and account number if you have it
- A description of the issue
- Any correspondence or invoices you already have to hand
If you don’t have documents readily available, we can request them from your supplier directly. You don’t need a full evidence file before you contact us.
Ready to Start?
If your business has an energy complaint that hasn’t been resolved, contact us now. The initial review is free, there’s no obligation, and you’ll know within one working day whether you have a case worth pursuing.
Still Have Questions?
Do I need to have already complained to my supplier? No. We can start the process from the beginning. If you haven’t yet raised a formal complaint with your supplier, we handle that as the first step.
What if my complaint is already with the Energy Ombudsman? Contact us anyway. Depending on where the case is in the process, we may be able to assist with evidence preparation or case management.
What if I’ve already accepted a settlement from my supplier? In most cases, once a settlement has been accepted the case is closed. Contact us and we’ll advise based on the specifics.
Is this available across the whole of the UK? Yes. We handle complaints for businesses in England, Scotland, and Wales. Energy regulation in Northern Ireland operates under a separate framework — contact us and we’ll advise on eligibility.