FAQ

If you’re a microbusiness customer 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?

Microbusiness customers are defined by energy regulator Ofgem as businesses that use less than 100,000kWh of electricity per year, or less than 293,000kWh of gas, or have fewer than 10 employees (or their full-time equivalent) and an annual turnover or annual balance sheet total of €2 million or less).

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.