How to Make a Complaint About Your Commercial Energy Supplier in 2026: Step-by-Step Guide Quick answer
Running a business comes with its fair share of challenges and dealing with your commercial energy supplier shouldn’t be one of them. Unfortunately, mistakes do happen: from billing errors to customer service failures and contract disputes.
Join us as we’ll walk you through the step-by-step process for making a complaint , what your rights are, and how to escalate issues effectively if your provider isn’t cooperating.
If you would like to read more information or learn more about the pricing of business energy, you can do so here .
Contents
Step 1: Identify your issue
Step 2: Gather your evidence
Step 3: Contact your supplier
Step 4: Escalate your complaint
Step 5: Contact the energy ombudsman
Step 6: Alternative Dispute Resolution (ADR)
Step 7: Legal action
Tips for Effective Complaints
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Authored by: Ally Cox (Business Technology & B2B Services Specialist 10+ Years’ Experience)
Reviewed by: James Ward (Telecoms Specialist, 12+ Years Experience)
Last Updated: March 2026
Key Takeaways
Billing errors, contract disputes, and customer service failures are common complaints faced by UK businesses in 2026.
Gather your evidence, such as bills, emails, and call notes, to strengthen your case and ensure it’s taken seriously.
Commercial energy customers have legal protections, even if you’re on a non-domestic contract.
If your energy provider isn’t responsive, escalate through their formal complaints procedure or reach out to the Energy Ombudsman.
If you’re still unsatisfied or if your deal isn’t competitive, switching suppliers could save you up to 35% annually in 2026.
Step 1: Identify your issue Before raising a complaint, it’s essential to clearly define the issue you’re faci, and common commercial energy complaintsinclude:
❌ Incorrect or estimated billing
📞 Poor or delayed customer service
🧾 Contract disputes, such as unclear terms or auto-renewals
⚡ Unexplained spikes in energy usage
💸 Difficulty switching providers or accessing account info
Write down exactly what’s wrong and how it’s affecting your business.
Step 2: Gather your evidence For your complaint to be taken seriously and handled swiftly, prepare the following:
Copies of recent bills, contracts or invoices
Screenshots or records of emails, letters, or chat logs
Notes from phone conversations (include dates, names , and outcomes)
Any relevant meter readings or photos if disputing usage
📝 our tip: Organise your documents in chronological order to make your case easier to follow
Step 3: Contact your supplier Start by contacting the customer service team of your supplier. This can be via phone, live chat, or email… but always follow up in writing to keep a paper trail.
Clearly explain:
What the issue is
What action you’ve already taken
What resolution you want
Many energy companies aim to resolve first-contact complaints within 5 working days , but this can vary.
Step 4: Escalate your complaint If you’re not satisfied with the initial response, escalate through the supplier’s formal complaints procedure which will be available on their website or customer portal.
Include:
Your complaint summary
Evidence gathered
Dates of prior communication attempts
🗂️ Keep a record of all correspondence, including names of representatives, case numbers, and promised timelines.
Step 5: Contact the energy ombudsman If the supplier doesn’t resolve the issue within 8 weeks , or issues a deadlock letter (saying they can’t do anything more), you can escalate your complaint to the Energy Ombudsman .
🆓 The Ombudsman offers a free and impartial dispute resolution service.
You can contact them via:
📱 Online form: here
📧 Email
📬 Post
📞 Phone
If they agree with your complaint, they may order the supplier to:
Apologise
Provide financial compensation
Correct billing or account errors
Step 6: Alternative Dispute Resolution (ADR) Some suppliers may offer ADR schemes
ADR is typically:
✅ Free for businesses
✅ Faster than legal action
✅ Non-binding unless both sides agree
Step 7: Legal action If all else fails, your final option may be to take legal action against your supplier. Before pursuing this route:
Speak with a legal advisor or business solicitor
Understand the costs, risks , and likely outcomes
Check if your business insurance includes legal cover
This should be a last resort if informal or regulated dispute resolution methods have failed.
How to Make a Complaint about Commercial Energy Suppliers: Tips for Effective Complaints ✅ Stay professional and calm even when frustratedBe clear and concise state your issue and the resolution you wantStick to the facts avoid emotional languageKeep records store all emails, letters, and call notesFollow up don’t let unresolved issues go coldKnow your rights commercial energy customers in the UK have legal protections, even in non-domestic contracts
🧭 What to Do Next?
If your complaint has gone unresolved or you’re unhappy with your energy deal, it might be time to switch commercial energy suppliers .
📉 Businesses in 2025 are saving up to 35% annually by switching to cheaper or greener tariffs. Compare quotes online to see what you could save.
FAQs About Making a Complaint Against Commercial Energy Suppliers 1. What should I do first if I believe my energy bill is incorrect?
Start by checking your bills for any discrepancies or unusual charges. Gather evidence such as past bills, meter readings, and correspondence. Then, contact your supplier’s customer service team to explain the issue. If it’s not resolved within 5 working days, escalate it using their formal complaints procedure.
2. How long do I have to file a complaint about my energy supplier?
You can usually raise a complaint within 12 months of the issue arising, and we advise to address any billing or service-related issues as soon as they occur to avoid delays.
3. What can I do if my supplier doesn’t resolve the issue within 8 weeks?
If your complaint is unresolved after 8 weeks or you receive a deadlock letter, you can escalate your case to the Energy Ombudsman. The Ombudsman provides an impartial, free service to help resolve disputes and may even order the supplier to apologise or compensate you.
4. What is Alternative Dispute Resolution (ADR) and how does it work?
ADR is a method of resolving disputes without going to court which is typically free for businesses and faster than legal action. ADR schemes are offered by some suppliers or you can contact the Energy Ombudsman. However, it’s non-binding unless both parties agree.
5. Can I take legal action against my energy supplier?
Legal action should be a last resort. If other dispute resolution options fail, consult a legal advisor or solicitor to understand your options because legal action can be costly!
6. How can I avoid being trapped in an auto-renewal contract?
Always review your energy contract 3 months before it ends to avoid auto-renewal and if you’re not happy with the supplier’s rates, compare deals and switch to a more competitive offer. This could save your business money in the long run.
7. What are the most common complaints businesses have with their energy suppliers?
The most frequent complaints include incorrect or estimated billing, delays in customer service, contract issues (such as auto-renewal), spikes in energy usage, and difficulties switching providers. It’s important to act quickly to resolve these issues.
Here is a Handy Youtube Video About How to Make a Complaint about Commercial Energy Suppliers
Related Business Energy Guides Compare & Switching Guides Sector-Specific Energy Guides Tariffs, Pricing & Market Explained Meters, Technical & Admin Guides Green & Renewable Energy Options Major UK Business Energy Suppliers Cost Reduction & Strategy Market & Government Updates Hi, I’m Ally Cox , a senior copywriter and blogger at CompareYourBusinessCosts.co.uk, the UK’s trusted platform for comparing business services.over a decade of experience in the B2B sector, I specialise in simplifying complex topics like leased lines, VoIP, business energy, HR and payroll solutions, accounting software, and EPOS systems .HR, copywriting, and business operations- from clocking-in systems to card machines and office technology .informed, confident decisions when choosing products and services that improve efficiency and save money.
