Our Complaints Handling Procedure -

Energy Ombudsman - Alternative Dispute Resolution (ADR) Scheme

Effective Date: 18/08/2025

Energunite Ltd have signed up to the Energy Ombudsman Broker ADR Scheme effective from 18th August 2025. Below explains the eligible businesses, our complaints handling procedure and next steps with the Energy Ombudsman if a customer is not satisfied.

Eligible small 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

Contact details to make a complaint:

  • Phone: +44 (0)20 3518 0778

  • Email: generalenquiries@energunite.com

  • Post: Energunite Ltd, 95 High Street, Beckenham, BR3 1AG

Our complaints handling procedure:

  • STEP 1: Please raise an official complaint where it is clear you would like to follow our complaints handling procedure. For example, an email with title starting ‘OFFICIAL COMPLAINT’ will avoid any doubt. Additionally, only if you are comfortable, we will appreciate if you can include the relevant account manager at Energunite Ltd currently providing our services to you. This will help speed up our review process.

  • STEP 2: Within 5 working days after receiving your complaint, we will complete a full review and provide a detailed response with the aim of resoling to your satisfaction. This response may include a plan of action which we will work with you to complete successfully.

  • STEP 3: If we do not agree with the resolution of your complaint, we will provide you with a deadlock letter which includes a clear statement of our final position and provides contact details for the Energy Ombudsman who provide a free, independent, impartial service to eligible customers.

  • STEP 4: If your complaint has not closed, 8 weeks after receiving your complaint, we will provide you with an eight week letter which provides contact details for the Energy Ombudsman who provide a free, independent, impartial service to our eligible customers.

Complaints can be made and progressed through each stage of the process either by phone, in person, or in writing (including by email). They will be treated with courtesy and respect, and we will keep record of all official complaints raised. We are committed to continuously improving our level of service to customers and the complaints handling procedure is designed to assist us with this.

We will prefer a complaint to be resolved as quickly as possible directly with yourselves. However, the Energy Ombudsman is impartial and free to use in case we do not agree or you remain dissatisfied after eight weeks of raising a complaint.

Energy Ombudsman contact details if not satisfied after our complaints procedure:

Energy Ombudsman is impartial and free to use.

  • Website: https://www.energyombudsman.org/

  • Phone: 0330 440 1624

  • Email: enquiry@energyombudsman.org

  • Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

The above content is also available by email or post for free on request.

If you have any further queries concerning our complaints handling procedure, please contact generalenquiries@energunite.com.