Complaints Procedure:  

Version 4

Our complaints policy

Open Energy Market are committed to providing a high-quality service to all our clients. When something goes wrong, please tell us about it. This will help us to improve our standards. Any complaints will be taken extremely seriously, and we will endeavour to resolve the issue as a priority.

Our complaints procedure

If you have a complaint, don't hesitate to contact us with the complaint details using one of the following communication channels.

Please tell us your name, business name, contact details, what went wrong and how you would like us to put it right.

What will happen next? Our aims are:

1. We will send you an email acknowledging receipt of your complaint within three working days of receiving the complaint, enclosing a copy of this procedure.

2. A manager will then investigate your complaint. The aim is to investigate your complaint properly and give you a reply within five working days, setting out how the problem will be dealt with. If it is not resolved quickly, this will typically involve passing your complaint to the director responsible for the area in which your complaint falls.

3. Within 21 days of acknowledging your complaint, we will send you a more detailed written response. However, depending on the nature and extent of the complaint, we may instead or in addition invite you to a meeting to discuss and hopefully resolve your complaint.

4. If a meeting takes place, we will write to you within five working days of the meeting to confirm what took place and any solutions agreed with you or proposals we put to you.

5. If the complaint remains unresolved, having gone through the procedure referred to above, it will be referred to the Head of Energy of Open Energy Market, who will review your complaint. This person will liaise with you and may invite you to a meeting and/or make suggestions for resolving the matter as soon as is reasonably possible. In any event, the Head of Energy will contact you within 21 days of the complaint being referred to them.

6. We may vary the procedures set out above if we reasonably deem it appropriate. The Head of Energy, for example, may become involved in the process earlier than set out above if the issues warrant it.

7. We will write to you within 14 days of the Head of Energy’s review, confirming our final position on your complaint and explaining our reasons. We aim to resolve all complaints within eight weeks of first receiving them.

8. If your complaint has not been resolved within eight weeks of us first receiving it, you can refer it to the Energy Ombudsman even if you have not received a deadlock letter (see below).

9. If we can’t do anything else to assist with your complaint, you will receive a letter or email from us stating this. This is called a ‘deadlock letter’. The letter will tell you that you can now contact the Energy Ombudsman via one of their communication channels and use their service free of charge. You can refer your complaint to them straight away and must do so within 12 months of the date of the deadlock letter.

For more information, please visit https://www.energyombudsman.org/how-we-can-help/energy-brokers

Open Energy Market is a member of the Energy Ombudsman’s dispute resolution scheme for energy brokers. The Energy Ombudsman can consider complaints from microbusiness and small business customers.

For free, impartial advice you can also contact Citizens Advice on 0808 223 1133 or visit www.citizensadvice.org.uk/energy.

21 October 2026