How to raise a complaint
Phone
admin@metricsenergy.co.uk
Please put "Complaint" in the subject.
Post
Complaints, Metrics Energy Limited, 144 Ashton Road, Oldham, OL8 1QT
It helps if you include:
- your name, business and contact details
- the site address
- what happened and when
- what you'd like us to do
- any bills, emails or documents that help explain it
What we'll do
- Acknowledge it. We'll confirm we've received your complaint and who is handling it.
- Investigate. We'll review our records and any dealings with the supplier, and ask you for more information if needed.
- Respond. We'll explain what we found and what we'll do. If it's taking longer than expected, we'll keep you updated.
- Final response. If we can't agree a solution, we'll send a final "deadlock" letter explaining your right to go to the Energy Ombudsman.
The Energy Ombudsman
Under Ofgem rules, energy brokers working with micro and small business customers must give those customers access to an independent complaints scheme. Unresolved complaints about brokers can be taken to the Energy Ombudsman, which is free to use.
You can contact the Energy Ombudsman if:
- 8 weeks have passed since you first complained to us and it hasn't been resolved, or
- we've sent you a deadlock letter.
If you receive a deadlock letter, you have 12 months from that date to take your complaint to the Ombudsman. The Ombudsman's own eligibility rules apply.
Energy Ombudsman contact details
- Website: www.energyombudsman.org
- Phone: 0330 440 1624 (Monday to Friday, 8am to 6pm)
- Email: enquiry@energyombudsman.org
- Post: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
Complaints about a supplier
If the problem is with your supplier, for example billing or meter readings, you'll usually need to raise it with the supplier first. We're happy to help you do that. Suppliers have their own complaints processes, and the Energy Ombudsman can also look at supplier complaints.