Can I complain to the Energy Ombudsman about a broker?

Which scheme is your broker in?

Ofgem doesn't regulate brokers or approve dispute schemes. Instead, brokers paid by suppliers must belong to a qualifying dispute scheme if they sell to micro and small businesses. Citizens Advice lists three: the Energy Ombudsman, the Utilities Intermediaries Association (UIA) and the Dispute Resolution Ombudsman. Ask your broker which one it uses, or ask your supplier. Our page on what is a QDSS has more.

If your broker isn't registered with any scheme, Citizens Advice says you can't use this complaints route. Note that the Energy Ombudsman only takes cases against brokers that belong to its own scheme.

Are you eligible?

The Energy Ombudsman handles complaints from domestic customers, microbusinesses and small businesses, and also covers energy brokers. The size tests are in who can use the Energy Ombudsman.

Steps

1. Complain to the broker first, ideally in writing. Note dates, names and what was said.
2. Gather evidence: emails, contract, Principal Terms, call notes, bills.
3. Wait. The Ombudsman will take the case after 8 weeks without resolution, or straight away if you get a deadlock letter.
4. Apply in time: you have 12 months from the deadlock letter.

For other schemes the timing differs. The UIA, for example, takes a complaint once 15 working days have passed or you aren't satisfied with the response, according to Citizens Advice.

What it can and can't do

The Ombudsman can look at what happened in the sale and service. Neither Citizens Advice nor the Ombudsman's eligibility pages set out what it typically awards in broker cases, so do not assume a full refund of commission. If large sums are involved, get independent legal advice. Be wary of anyone promising to reclaim commission for a fee.

Example

A café owner was told a broker's service was free, but the Principal Terms show a broker cost of £840 over the contract. She complains in writing, gets no answer for 8 weeks, then applies to the Ombudsman. The figures are invented, but the steps are the real route.

What to put in the complaint

• The broker's name and the scheme it says it belongs to.
• What you were told, when, and by whom.
• What the contract actually says, especially the broker cost line in the Principal Terms.
• What outcome you want: for example, explanation, correction, or compensation.

Keep it factual and short. Attach copies, not originals.

If the broker is not in any scheme

Then the scheme route is closed, and other options include a letter before action, Citizens Advice, Trading Standards, or legal advice. Also check whether the supplier can help you identify the broker's scheme.

Next steps

• Read what to do if a broker mis-sold your contract.
• See energy disputes and the Ombudsman.
• Learn how to check what your broker earns: finding out what your broker is paid.