Opus Energy's complaints charter

At Opus Energy, we try to ensure that the transfer of your electricity supply is seamless and the service you receive is of the highest standard. However sometimes things go wrong, and sometimes we do make mistakes.

If you have experienced a problem with your account or feel that some element of our service is not up to scratch, please get in contact so that we can put it right.

Step one

Contact our specialist Customer Care team, between the hours of 8am – 6pm, Monday to Friday who will work with you to resolve your complaint:

Telephone:	0800 6300841*
Email:	customercare@opusenergy.com

A thorough investigation into the circumstances of your complaint will be carried out and a Customer Care representative will contact you within five working days with the results of the investigation. At this point, we will provide you with a detailed explanation of what we will do to resolve your complaint.

Step two

If the complaint has not been resolved to your satisfaction or if you would like the decision reviewed, you can contact the Operations Director who will respond to you within a further five working days, by writing to:

Opus Energy Limited
Royal Pavilion
2 Summerhouse Road
Northampton
NN3 6BJ 

Email:

operationsdirector@opusenergy.com

You may find it helpful to contact Consumer Direct who can provide free and independent electricity advice: 

Telephone:	08454 040506
Website:	www.consumerdirect.gov.uk

Step three

Opus Energy is a member of the Ombudsman Services: Energy (OS:E), which is an independent body that resolves billing transfer and sales issues between domestic customers, micro-businesses** and their energy suppliers.

If after following step one and two outlined above, you feel Opus Energy has not resolved your complaint and your business is classed by the regulator as a micro-business*, the OS:E may be able to help. Please note that you will be referred back to us if you have not first escalated your complaint via our formal complaints process detailed above:

The OS:E may investigate your complaint if:

• You receive a deadlock letter from Opus Energy which will clearly show our final position in relation to your complaint. You can then refer the complaint to the OS:E within six months of receiving the deadlock letter.
• You have not received a deadlock letter, but at least eight weeks have passed since you first made the complaint to us. You must refer your complaint to the OS:E within nine months of first making your complaint to us.

If your complaint meets the criteria above, you can ask the OS:E to look into your complaint by contacting them at:

Telephone:	0845 0550760 or 01925 530263
Website:	www.os-energy.org.uk
Typetalk:	18001 0577513 or 18001 0511513

In all correspondence with the OS:E please quote your Opus Energy account number.

*All telephone calls received by Opus Energy are recorded for training and verification purposes. 

**Businesses employing 10 or less employees or spending no more than £5,000 on the relevant energy supply (main gas or electricity) or with a turnover of under 2 million.

Click here to download the Opus Energy complaints charter