We’re Here to Help!
At Data Energy, we aim to resolve every query to the best of our ability. However, there are some requests that fall outside our responsibilities as your metering and billing agent. In such cases, we may be unable to provide a resolution due to the limitations of our role.
We’re always happy to explain your bill, help you understand your metering data and how we use it to generate periodic invoices, process changes of occupancy and make minor changes to your account. However, we are not responsible for investigating metering faults or maintaining on-site equipment. For more information about our responsibilities as your metering and billing agent, click here.
How to Raise a Complaint?
If you feel your query hasn’t been fully addressed, we want to hear from you. We take all complaints seriously and are committed to resolving any issues to your satisfaction. We aim to make the process of raising a complaint as straightforward as possible:
Please note: If you already have an open ticket with our Customer Care team, please proceed to Step 2.
Step 1: Contact our Customer Care Team
We aim to resolve your enquiry or agree on next steps at the first point of contact. You can get in touch with us:
By opening a ticket via our Help Centre. Click here to start.
By email: customercare@dataenergy.co.uk
If you already have an active ticket with us and your query remains unresolved or you believe it hasn’t been fully addressed, please proceed to Step 2.
Step 2: Escalate to our Complaints Team
If you are unable to reach a resolution with our Customer Care team, you can escalate your query to our Complaints Team. Simply request this within your original support ticket, and our Escalations Specialist will review your case independently.
What to expect at this stage?
- Your complaint will be acknowledged within 5 working days
- A formal response will be provided within 14 working days
- You will be issued a reference number for tracking
Step 3: Escalate to Senior Management
If you're not satisfied with the outcome following Step 2, you can request a final review by our senior management. To initiate this, simply state your request within your existing support ticket.
What to expect at this stage?
- Your complaint correspondence will be assessed
- A final response will be provided within 14 working days
- Your complaint will be closed with us, and you may proceed with the next steps detailed below, should you wish to escalate the matter further.
Please note: As we are not your utility supplier, we are unable to issue a 'deadlock letter'.
Step 4: Contact Your Utility Supplier
If we were unable to address your complaint in full, and you would like to take it further, please contact your utility supplier. In most cases, this will be the building owner or freeholder. Their details are provided on each bill we issue within the “Your utility supplier” section.
If, after 8 weeks, the utility supplier has not resolved your complaint to your satisfaction, they may be able to issue a ‘deadlock letter’.
Step 5: Escalate to the Energy Ombudsman
From 1st April 2025, if you have an unresolved issue with your utility supplier, you may consider referring your case to the Energy Ombudsman.
As part of their service, the Energy Ombudsman can only consider disputes raised on or after April 2025. If your case was raised before 1st April 2025, it may still be eligible for review by the Ombudsman under the following conditions:
- It concerns a supplier who was a Heat Trust member before 1st April 2025 and the dispute specifically relates to Heat Trust scheme rules.
- The dispute relates to issues specific to the Energy Bill Relief Scheme (EBRS) or the Energy Bill Discount Scheme (EBDS), as these matters were already within the Ombudsman’s jurisdiction prior to 1st April 2025.
Energy Ombudsman Services provide independent dispute resolution services free of charge. You can contact them via the following channels:
By email: enquiry@energyombudsman.org
Via their website: https://www.energyombudsman.org
By phone: 0330 440 1624
By post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF