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How do I make a complaint?

  • Updated

We're sorry you're unhappy with the service you've received.

We take all complaints seriously and will do our best to resolve your concerns as quickly as possible.

 

What can Data Energy help with?

As your metering and billing agent, we can help with:

  • Questions about your bill
  • Meter readings and billing data
  • Changes of occupancy
  • Account updates
  • Payments and account balances

We can't investigate or repair faults with meters, heating equipment or communal systems, as these are usually the responsibility of your Heat Supplier, Building Owner or Managing Agent.

For more information, please see our article: Who’s responsible for what in my building? 

 

Step 1: Contact our Customer Care Team

We aim to resolve most issues at the first point of contact.

You can:

If your query remains unresolved, you can ask for it to be escalated.

 

Step 2: Escalate to our Complaints Team

If you're not satisfied with the outcome, ask for your case to be escalated through your existing support ticket.

A Complaints Specialist will review your case independently.

You can expect:

  • An acknowledgement within 5 working days
  • A full response within 14 working days

  • A complaint reference number for tracking

     

Step 3: Senior Management Review

If you're still unhappy with the outcome, you can request a final review by senior management through your existing ticket.

You can expect:

  • A full review of your complaint
  • A final response within 14 working days

Please note that Data Energy is not your utility supplier and cannot issue a deadlock letter.

 

What if my complaint is still not resolved?

If we've been unable to resolve your complaint, you may need to contact your utility supplier, which is often your Building Owner or Freeholder.

Their details can be found on the first page of your bill.

After eight weeks, your Heat Supplier may be able to issue a deadlock letter if your complaint remains unresolved.

 

Energy Ombudsman

From 1 April 2025, unresolved complaints about your utility supplier can be referred to the Energy Ombudsman.

The Energy Ombudsman provides free and independent dispute resolution.

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