FAQ

If you’re a microbusiness customer or a small business consumer and we’ve sent you our ‘final position’ letter or we haven’t been able to resolve your complaint within eight weeks, you can take your complaint to the Energy Ombudsman. The Ombudsman is there to help resolve disputes between energy suppliers and their customers. It’s free to use its services, and it is totally independent – meaning it does not take sides, and will make a decision based only on the information available.

If you agree with the Ombudsman's decision, we have to act on what it says. This may mean we have to apologise, explain what has gone wrong, correct the problem and give you a financial award. You do not have to accept the decision.

What is a microbusiness customer?

To be defined as a microbuiness you must meet the following criteria:

Employ less than ten employees (or their full-time equivalent) and have an annual turnover or balance sheet no greater than £2 million or consume no greater than 100,000 kWh of electricity or 293,000 kWh of gas per year.*

What is a small business consumer?

A small business consumer is defined as a customer supplied, or requiring to be supplied, with gas or electricity at a premises other than a domestic premises, who consumes not more than 200,000 kWh of electricity a year, or not more than 500,000 kWh of gas a year,  or has fewer than 50 employees (or their full-time equivalent) and an annual turnover no greater than £6.5 million or a balance sheet total of £5 million.*

*Please note that a business only has to meet one of these three criteria to qualify as a microbusiness or small business consumer, although the consumption threshold applies only to the fuel being supplied.

If you have a complaint about our DSR service, you can download and complete the DSR complaint form (537KB, PDF), and send it to DSRcomplaints@npower.com.