My Business Energy Supplier Won't Respond

Difficulty reaching a business energy supplier is a frustration reported by many commercial customers. Whether you are chasing a billing query, waiting for a contract amendment or trying to resolve a metering issue, slow or absent responses from a supplier can cause real disruption to your business.

It is worth noting that a supplier being slow to respond does not in itself mean they are acting unlawfully or in breach of their obligations. Suppliers operate under regulatory frameworks set by Ofgem, but response times and communication standards can vary, and some delays may reflect high contact volumes or internal processing times rather than deliberate non-engagement.

This guide sets out the practical steps you can take to improve your chances of getting a response, how to document your attempts, and what formal options are available if direct contact continues to be unsuccessful.

Most business energy suppliers offer several ways to make contact. The most common are telephone, email, an online account portal, and in some cases a dedicated account manager for larger commercial customers. The appropriate channel will often depend on the nature of your query and the urgency of the matter.

Telephone is generally the fastest route for straightforward queries, though wait times can be significant during busy periods. When calling, note the date and time of the call, the name of the agent you speak to, and a summary of what was discussed. This record may be useful if you need to escalate the matter later.

Email and written correspondence create an automatic record of your communication, which can be valuable if a dispute arises. When sending an email, use the supplier's published business customer contact address rather than a general enquiries address, and include your account number, supply address and MPAN or MPRN in the message to help the supplier locate your account quickly.

Online account portals vary considerably between suppliers. Some allow you to raise and track queries through a ticketing system, which can be more reliable than email for ensuring your message is logged. If your supplier offers this facility, it is worth using it for any query where you need a written record of the exchange.

If you have a dedicated account manager, they should be your first point of contact for complex or time-sensitive matters. If your account manager is unresponsive, it is reasonable to ask to be put in touch with their line manager or a senior member of the business customer team.

Having the right information to hand before you contact your supplier will make the interaction more efficient and reduce the likelihood of being asked to call back or submit additional documentation. At a minimum, you should have your account number, the supply address, your MPAN (for electricity) or MPRN (for gas), and a clear description of the issue you are raising.

If your query relates to a specific invoice, have the invoice number, the billing period it covers, and the amount in question ready. If you are disputing a meter reading, note the reading shown on the bill, the reading you believe to be correct, and the date on which you took your own reading.

If you are raising a query about a contract — for example, about the rates being applied or the contract end date — have a copy of your contract documentation available. Being able to refer to specific clauses or figures will help to focus the conversation and reduce the time spent locating information on the supplier's side.

For more complex matters, it can be helpful to prepare a brief written summary of the issue before calling, so that you can communicate the key points clearly and consistently. This also makes it easier to follow up in writing after the call if the matter is not resolved.

Maintaining a clear record of all contact with your supplier is one of the most important steps you can take when dealing with an unresolved issue. A contact log should include the date and time of each attempt, the channel used (telephone, email, portal), the name of any agent spoken to, and a brief summary of the outcome or any commitments made.

Keep copies of all written correspondence, including emails, letters and any messages sent through an online portal. If your supplier sends you a reference number for a query or complaint, note it and include it in all subsequent correspondence relating to the same matter.

If a supplier representative makes a commitment during a telephone call — for example, agreeing to issue a revised bill by a certain date or to arrange a meter inspection — follow up in writing to confirm what was agreed. A brief email summarising the call and the commitments made creates a record that can be referred to if the commitment is not fulfilled.

This documentation will be important if you need to escalate the matter through a formal complaints process or refer it to an external body. The more clearly you can demonstrate the steps you have taken and the responses you have received, the stronger your position will be.

All regulated energy suppliers are required to have a formal complaints procedure. If your attempts to resolve a matter through normal customer service channels have been unsuccessful, raising a formal complaint is the appropriate next step. A formal complaint is distinct from a general enquiry — it signals that you are dissatisfied with the supplier's response and triggers a more structured process.

To raise a formal complaint, contact your supplier through their published complaints channel, which is typically a dedicated telephone number, email address or online form. State clearly that you are making a formal complaint, describe the issue and the steps you have already taken to resolve it, and specify the outcome you are seeking.

Suppliers are generally expected to acknowledge a formal complaint promptly and to provide a substantive response within a reasonable timeframe. The specific timescales may be set out in the supplier's complaints procedure, which should be available on their website or on request. If the supplier fails to respond to your formal complaint within the stated timeframe, this itself becomes part of the complaint.

If the supplier provides a response that does not resolve the matter to your satisfaction, you may be able to request a review by a more senior member of their team, or ask for the complaint to be escalated within the organisation. Keep a record of all communications relating to the formal complaint, including the dates on which you submitted it and received responses.

If a formal complaint to your supplier has not been resolved satisfactorily, there are external bodies that may be able to assist, depending on the nature of your business and the type of issue involved.

The Energy Ombudsman handles complaints from micro-businesses — broadly defined as businesses with fewer than 10 employees and an annual turnover or balance sheet total not exceeding 2 million euros. If your business meets this definition and your complaint has been unresolved for eight weeks or more, or if the supplier has issued a deadlock letter, you may be eligible to refer the matter to the Energy Ombudsman. The Ombudsman's service is free to use and its decisions are binding on the supplier if accepted by the complainant.

Larger businesses that do not qualify for the Energy Ombudsman scheme have fewer formal escalation routes available to them. However, Ofgem, the energy regulator, does accept information about supplier conduct and may take action where there is evidence of systemic issues or regulatory breaches. Ofgem does not typically intervene in individual commercial disputes, but reporting persistent non-engagement may be appropriate in some circumstances.

In some cases, particularly where a significant sum of money is in dispute, it may be appropriate to seek independent legal advice about the options available. This is a matter for your own judgement and the specific circumstances of your situation.

If you are finding it difficult to manage communications with your supplier directly — whether because of the complexity of the issue, the volume of correspondence involved, or simply because the process is taking up too much of your time — an authorised representative may be able to act on your behalf.

An authorised representative, such as an energy broker or consultant, can liaise with your supplier directly once they have been granted authority to do so. This is typically done through a Letter of Authority (LOA), which authorises the representative to discuss your account, raise queries and receive information on your behalf. The LOA does not transfer ownership of the account or give the representative authority to enter into contracts without your approval.

Using a representative can be particularly useful where a dispute has become protracted or where the technical aspects of the issue — such as a metering dispute or a complex billing query — require specialist knowledge to navigate effectively. A representative with experience of the commercial energy market will often be familiar with the supplier's internal processes and may be able to progress matters more quickly than a customer acting alone.

Free Energy Help can act as an authorised representative for commercial customers who need support in dealing with their energy supplier. If you would like to discuss this option, please get in touch using the contact details below.