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Take a look at our Help & FAQ section. We have guides and FAQs to help you manage your business energy account.
In an emergency, if you’ve got no gas or electricity, head to our emergency guide.
Give us a few details and we’ll find the right energy tariff for your business in seconds.
If you have a question about your energy account, our UK-based webchat team can help. We’re available 9am-5pm Mondays to Fridays. To chat with us, you’ll need to log into your online account.
If you’re having problems logging into your account, then you can re-set your password by giving us the email address you signed up with.
If we got something wrong, then we want to put it right.
Speak with our UK-based webchat team. We’ll do all we can to resolve your complaint quickly:
Our Webchat team are available 9am-5pm Monday to Fridays.
If we’ve got something wrong then we want to fix it. Our aim is to reach a mutually acceptable solution with you quickly. Here’s our complaints process.
Our UK-based webchat team are ready to help you, so please log in to get in touch. If we can't sort out your complaint right away, we'll give you a unique reference number which you can use when talking to other members of the team.
Alternatively you can contact us by email at firstname.lastname@example.org please allow a minimum of 5 days for us to respond.
No matter how you get in touch with us, to resolve your complaint quickly we ask that you provide:
If you don’t give us this information then we may not be able to locate your account and help you.
When you get in touch to make a complaint we’ll investigate fully and let you know what needs to happen next – whether that’s us saying sorry, making a goodwill gesture or giving compensation. Some account issues can take time to fix. So until we’ve sorted your problem, we recommend you keep making regular payments to cover your energy usage.
All of our UK-based webchat team go through extensive training. This means that if something has gone wrong, from metering to billing, they have the experience to put it right. They’re also empowered to make management level decisions to correct issues for you.
If you’re not happy with how we’re dealing with your complaint, ask our webchat team to put in touch with a manager. We’ll let you know we’ve received your complaint within 24 hours and get back to you within 10 working days.
If you're a micro business and we haven't been able to sort things out within 8 weeks, or we can't agree a way forward with you (we call this 'deadlock'), we'll write and let you know you have the right to refer your complaint to the Ombudsman Services: Energy.
If you're not a micro business, you may wish to seek independent legal advice.
You don't have to accept their decision, but if you do, we'll act on what they say - whether that's us saying sorry, explaining what's gone wrong, fixing the problem or even paying you compensation.
Ombudsman (for micro businesses)
If you need independent advice
You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use.
If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.
If you live in Scotland, go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
You're a micro business if you meet any one of the following conditions: