What are your rights as a business energy customer?

Some UK business energy protections depend on whether Ofgem classifies your business as a microbusiness, who you are complaining about and the contract involved.

First, check whether a protection applies to you

Ofgem defines microbusiness customers using employee and financial-size tests or annual energy-use thresholds. Its published guidance includes businesses with fewer than 10 employees or full-time equivalents and annual turnover or balance-sheet total of no more than £2 million, or businesses using no more than 100,000 kWh electricity or 293,000 kWh gas per year. Thresholds or tests can differ across rules and remedies, so confirm the current criterion for the specific protection you need.

Keep copies of the contract, bills, meter readings and all communications. If the supplier or broker refuses a request, ask for its decision and the applicable contract clause or rule in writing.

Termination notice and switching for microbusinesses

Ofgem's current guidance limits termination notice to a maximum of 30 days for microbusiness evergreen contracts only; the supplier must also acknowledge an evergreen termination request within five working days. Do not apply this 30-day rule to fixed-term contracts.

For an eligible microbusiness fixed-term contract, the 2022 Microbusiness Strategic Review changes generally mean the supplier cannot require termination notice just to end or switch at the end of the initial fixed term (or earlier where the contract allows). Check the precise contract and eligibility; a rollover, renewal, and a contract for a different business size may have different terms.

Leaving before a fixed term ends is an early exit, not a normal end-of-term switch. The evergreen 30-day cap does not itself let a customer leave a fixed term early for free. Check any applicable cancellation right, the signed early-termination terms and possible fees before switching. Ask the supplier to confirm the contract type, relevant date and terms in writing.

Back-billing: old energy charges

Ofgem's back-billing protection generally prevents suppliers from charging domestic or eligible microbusiness customers for energy used more than 12 months ago when the supplier failed to bill accurately in specified circumstances. It is not a blanket write-off: protection can depend on why accurate bills were not issued, and may not apply if the customer blocked access, prevented a meter reading or failed to provide required information.

If you receive an old catch-up bill, ask the supplier to itemise the dates, readings, previous bills and reason it believes the back-billing rule does or does not apply. Provide evidence of meter readings and earlier contact. Keep paying any undisputed current charges where possible, and make a formal complaint about the disputed amount.

Complaining about an energy supplier

Complain to the supplier first and describe the issue, dates, what outcome you want, and any supporting evidence. Keep the complaint reference and a copy of the supplier's response. Eligible customers can generally take an unresolved complaint to the Energy Ombudsman if the supplier issues a deadlock response or has not resolved it within the required period, currently usually eight weeks. The Ombudsman checks its eligibility rules and may offer a resolution within its powers; it does not decide every commercial dispute or every complaint from every company.

Citizens Advice explains when and how to approach the Energy Ombudsman. For independent initial help about energy problems, eligible small business customers can also contact the Citizens Advice consumer service; available arrangements may differ in Scotland, Wales and Northern Ireland.

Complaining about a broker

A broker or TPI is not your energy supplier, so a supplier complaint process may not resolve a broker's conduct, advice, commission or sales issue. Complain to the broker in writing and request its final response and details of the independent dispute scheme that covers it.

Ofgem says brokers serving eligible micro and small businesses must belong to a qualifying dispute settlement scheme (QDSS). The appropriate scheme, its scope and the customer's eligibility depend on the facts. Ask the broker to name its scheme, then confirm directly whether it covers your complaint and how to refer it. If a complaint concerns the supplier as well as the broker, complain to each business separately.

For information about broker arrangements and customer protections, see Ofgem's microbusiness guide to third-party intermediaries.

Where to get independent help

This page is general information, not legal advice. Rules can change, and rights vary by contract, meter, customer size, nation and complaint scheme. If a deadline is close, get written advice promptly from the relevant organisation.

Frequently asked questions

Does every small business qualify for microbusiness energy protections?

No. Ofgem uses defined employee, financial and energy-use tests, and the test can depend on the specific rule or remedy. Check the current published definition and whether it applies to your business and supply.

Which contracts have the 30-day termination-notice cap?

Ofgem’s current guidance says the maximum 30-day termination-notice period applies to eligible microbusiness evergreen contracts only. It does not apply to fixed-term contracts.

Do microbusinesses have to give notice to end a fixed-term contract?

Generally, no. Current Ofgem guidance and the 2022 Microbusiness Strategic Review rules say an eligible microbusiness should not have to give termination notice simply to end or switch at the end of the initial fixed term. Check your eligibility and contract; leaving early is different.

Is leaving a fixed term early the same as switching at the end?

No. Leaving during the fixed term is early exit and may be governed by separate contract terms, fees or an applicable cancellation right. The 30-day evergreen notice cap is not a general early-exit right.

Can my supplier bill a microbusiness for energy used over a year ago?

Ofgem back-billing rules generally limit recovery of energy used more than 12 months ago in specified circumstances for eligible microbusinesses. Exceptions can apply, so ask the supplier for its evidence and reasoning before assuming a bill is invalid.

Can the Energy Ombudsman handle my business complaint?

It may handle eligible complaints once you have first complained to the supplier and met the scheme's timing and customer criteria. Confirm the current rules directly with the Energy Ombudsman; not every business or dispute qualifies.

How do I complain about an energy broker?

Complain to the broker in writing, request its final response and ask for details of its qualifying dispute settlement scheme. Confirm with the scheme whether your business and issue fall within its remit.

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