Our Complaints Handling Procedure for Small & Micro Business Customers -

Energy Ombudsman Alternative Dispute Resolution

Alternative Dispute Resolution (ADR) Scheme

Membership Number - C35ENER147

Last Updated: 09/06/2026

Below explains the eligible businesses under the ADR Scheme and our complaints handling procedure .

Eligible businesses are defined as follows:

  • Employ fewer than 50 employees (or their full time equivalent) AND have an annual turnover of at most £6.5 million or a balance sheet of no greater than £5 million OR

  • Use no more than 200,000 kWh of electricity per year OR

  • Use no more than 500,000 kWh of gas per year

How to Make a Complaint

Complaints can be raised and progressed at any stage of the process by:

  • Phone: +44 (0)2035185444

  • Email: complaints@energunite.com

  • Post: Energunite Limited, Unit 8.2, Contingent Works, Bromley, BR1 1LW

All complaints will be handled with courtesy, respect, and confidentiality. We maintain records of all formal complaints received and use customer feedback to help improve our services and processes.

Complaints Handling Procedure

We are committed to providing excellent service and resolving any concerns fairly, promptly and professionally. If you would like to raise a complaint, please follow the procedure below.

Step 1: Raise Your Complaint

Please submit your complaint clearly and indicate that you would like it to be handled under our formal complaints procedure. For example, including "OFFICIAL COMPLAINT" at the beginning of your email subject line will help ensure your complaint is identified and processed without delay.

Where possible, and if you are comfortable doing so, please copy the relevant Energunite Ltd account manager responsible for your account. This may help us review and resolve your complaint more efficiently.

Step 2: Investigation and Response

Within five working days of receiving your complaint, we will carry out a thorough review and provide a detailed response. Our aim is to resolve the matter to your satisfaction as quickly as possible.

Where appropriate, our response may include a proposed action plan outlining the steps we will take, together with any actions required from you, to achieve a successful resolution.

Step 3: Escalation to the Energy Ombudsman

If we are unable to reach an agreement, or if your complaint remains unresolved after eight weeks, we will issue a deadlock letter. This letter will clearly set out our final position and provide information on how to contact the Energy Ombudsman.

Our Commitment

We always aim to resolve complaints directly and as quickly as possible. However, if we are unable to reach a satisfactory outcome, or if you remain dissatisfied after eight weeks from the date your complaint was raised, you may refer the matter to the Energy Ombudsman for independent review.

The Energy Ombudsman is Impartial and Free to Use

The Energy Ombudsman offers a free, independent and impartial dispute resolution service for eligible customers.