Alternative Dispute Resolution (ADR)

We only work with brokers signed up to an Ofgem approved Alternative Dispute Resolution (ADR) scheme.

What is the ADR?

Ofgem has established new dispute resolution arrangements to better protect microbusiness and small business consumers to navigate the energy market.

Ofgem requires suppliers to only work with brokers signed up to AN ADR scheme. Brokers can register for the Energy Ombudsman ADR scheme now; it costs £300 per member per year. Following recent regulatory changes, the Energy Ombudsman ADR Service accepts complaints from both microbusinesses and small business consumers.

What’s classed as a microbusiness and small business consumer?

• A microbusiness is a business that consumes no more than 293,000 kWh of gas or 100,000 kWh of electricity each year or has fewer than 10 employees (or their full time equivalent) and an annual turnover or balance sheet no greater than £2 million.
• A small business consumer is a business that consumes no more than of 500,000 kWh of gas or 200,000kWh of electricity each year or has fewer than 50 employees and an annual turnover of £6.5 million or a balance sheet total of £5 million.

Want to find out more?

For more details about the scheme visit the Ombudsman’s web page. For questions about the ADR scheme, please refer to the FAQs on the Ombudsman’s website, or email the Ombudsman.

Terminations

Customers no longer need to send us a termination letter. Customers on our fixed products won’t be able to leave before the Fixed Period end date of their contract.

If a customer doesn’t agree a new contract or switch to a new supplier once their Fixed Period expires, their contract will move into a Variable Period. You can download copies of our current SME Terms and Conditions.

End of contract

If a customer doesn’t agree a new contract or switch to a new supplier once their ‘fixed period’ expires, their contract will move into a ‘variable period’. Variable period rates do include all TPCs but can change at any time; customers can usually get a better deal by agreeing a new contract. Their contract will continue on this variable rate until they agree a new contract or switch to a new supplier.