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Making a complaint

We’re sorry you have a reason to complain. Sometimes things can go wrong and, if this happens, we want to work with you to reach a resolution that you’re happy with.

If your complaint is about a broker you work with, please contact them directly. If you have a complaint about our service, please contact us as soon as you can so that we can put things right as quickly as possible. You can find our Complaints Charter in the ‘Useful Links’ section below.

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You can find this in the top right-hand side of your most recent bill.
Use this box to give us more details about your complaint.

Call us

0800 630 0841 Our UK call centre is open Monday to Friday, 9am to 5pm.

Email us We will respond within five working days of receiving your email.

Send a letter

You can also write to us at Energy Relationship Team, Opus Energy House, 8-10 The Lakes, Northampton, NN4 7YD.

Complaints charter

Standards of conduct

Making a complaint about an energy broker

If your complaint is about a broker you work with, please contact them directly. Following the recent Ofgem Microbusiness review, all brokers Opus Energy works with have signed up to the Energy Ombudsman Alternative Dispute Resolution Service and will have a complaint handling procedure. They will be able to manage your complaint going forward.

If your issue’s still unresolved after eight weeks, or you reach a deadlock, you may be able to approach the Energy Ombudsman (EO) at this point.

The EO’s free to use, totally independent and doesn’t take sides. If you agree with its decision, your broker must act upon its recommendations.

Energy Ombudsman

Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)


Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF