EnergyCosts.co.uk aims to provide a helpful, transparent and reliable service to UK businesses. We take complaints seriously and use the feedback we receive to improve our website, comparison service and relationships with third-party partners.
This page explains how to make a complaint, what information to provide and what you can expect after contacting us.
What you can complain about
You can contact us about any aspect of your experience with EnergyCosts.co.uk, including:
- Information published on our website
- A quote or enquiry form you submitted
- How your enquiry was handled
- Contact you received after submitting your details
- A broker, supplier or comparison partner to which we referred you
- The way your personal information was collected, used or shared
- An advertisement or commercial relationship
- Any other concern about our service
EnergyCosts.co.uk is published by Network Equity Ltd.
How to make a complaint
You can submit a complaint using the contact details provided on EnergyCosts.co.uk.
Please clearly state that your message is a complaint and include as much relevant information as possible, such as:
- Your full name
- Your business name
- Your email address and telephone number
- The date you submitted an enquiry
- The postcode or business address connected with the enquiry
- The name of any broker or energy supplier involved
- A clear description of what happened
- Copies of relevant emails, quotations, bills or contracts
- What you would like us to do to resolve the matter
Please do not send information that is not relevant to your complaint.
What happens after you complain
We will review the information you provide and investigate the matter where appropriate.
We aim to acknowledge complaints within five working days. We may need to contact you for further information or ask a broker, supplier or other third party for an explanation.
We will aim to provide a substantive response within 20 working days. More complicated complaints may take longer, particularly where information is required from an independent company. If there is a delay, we will aim to explain the reason and provide an update.
Our response may include:
- An explanation of what happened
- A correction to information published on our website
- Contact with the third party involved
- A request for a partner to stop contacting you
- Changes to our processes or records
- An apology where appropriate
- Details of another organisation that may be better placed to investigate
Complaints about brokers or suppliers
EnergyCosts.co.uk may introduce visitors to independent energy brokers, suppliers and comparison services. These companies are responsible for their own quotations, advice, communications and contracts.
If your complaint concerns the conduct of a broker or supplier, you should normally complain directly to that company first. Its contact details should appear on its website, quotation, contract or correspondence.
Examples include complaints about:
- Incorrect prices or contract information
- Undisclosed broker commission
- Misleading sales statements
- A contract entered into without proper authority
- Problems with a Letter of Authority
- Unwanted calls or emails
- Billing or meter issues
- Contract start or end dates
- Renewal or termination arrangements
We may help identify the company that received your enquiry or forward your complaint to it, but we cannot guarantee a particular outcome or make decisions on behalf of an independent broker or supplier.
Energy Ombudsman complaints
Eligible small businesses may be able to refer an unresolved dispute with an energy supplier or broker to the Energy Ombudsman.
The Energy Ombudsman will generally consider an eligible complaint once the company has issued a deadlock letter or the complaint has remained unresolved for at least eight weeks.
Eligibility and coverage depend on the size of the business, the type of complaint and whether the broker or supplier falls within the relevant dispute-resolution scheme. You should check the Energy Ombudsman’s current eligibility requirements before submitting a case.
Complaints about personal information
If your complaint concerns the collection, use, retention or sharing of your personal information, please make this clear when contacting us.
Examples include:
- You do not understand why your information was collected
- Your details were passed to an unexpected company
- You are receiving unwanted marketing communications
- Information held about you is inaccurate
- You asked for your information to be deleted or corrected
- You are concerned about the security of your information
We will handle data protection complaints in accordance with our Privacy Policy and applicable data protection law.
If you remain dissatisfied after giving us an opportunity to investigate, you may be entitled to raise your concern with the Information Commissioner’s Office.
Unwanted telephone calls or emails
Submitting an energy enquiry may result in contact from a broker, supplier or comparison partner where you have given permission for this contact.
If you no longer wish to be contacted, tell the company contacting you that you are withdrawing your consent or objecting to further direct marketing. You can also contact us so that we can identify the relevant partner and communicate your request where possible.
Please provide the telephone number or email address being contacted and, where available, the name of the company responsible.
Complaints about website content
We aim to keep the information published on EnergyCosts.co.uk accurate, balanced and up to date. However, energy tariffs, company services, market conditions and regulatory requirements can change.
If you believe that information on the website is inaccurate, misleading or out of date, please tell us:
- The address of the relevant page
- The wording or information you believe is incorrect
- Why you believe it is incorrect
- Any reliable supporting evidence
We will review the content and make corrections where appropriate.
Abusive or unreasonable complaints
We understand that complainants may be frustrated. However, threatening, discriminatory, abusive or persistently unreasonable communications may not receive a response.
We may also limit further correspondence where we have already investigated a complaint, provided a final response and no significant new evidence has been supplied.
This will not prevent us from considering a legitimate new concern or complying with our legal obligations.
Keeping records
We may retain information about complaints for record-keeping, legal, regulatory, fraud-prevention and service-improvement purposes.
Complaint information will be handled in accordance with our Privacy Policy. We will only share it where necessary to investigate the complaint, comply with the law or communicate with a relevant broker, supplier or service provider.
Our commitment
We want businesses using EnergyCosts.co.uk to understand how our service works and to feel confident raising concerns.
Making a complaint will not affect your legal rights. Nothing in this complaints procedure prevents you from seeking independent advice or using another complaint, regulatory or dispute-resolution process available to you.