How do I complain about an energy broker?

Last reviewed 2 September 2026 by Utilities Made Simple · independent, whole-of-market, supplier-paid — how we are paid

Step one: put it in writing

Email the broker, state the outcome you want, and ask them to treat it as a formal complaint under their complaints procedure. Every broker that adheres to a code of practice has one and should send it to you on request. Keep the correspondence.

Step two: the Energy Ombudsman

Micro businesses can escalate a broker complaint to the Energy Ombudsman once it has reached deadlock or has been open for eight weeks. It costs you nothing. You count as a micro business if you have ten or fewer employees and turnover or balance sheet under €2 million, or use no more than 100,000 kWh of electricity or 293,000 kWh of gas a year.

What complaints usually turn on

• Commission that was never disclosed. You are entitled to ask what a broker is paid on your contract. Any broker should tell you.
• A contract agreed without proper authority, or terms that differ from what was quoted.
• A letter of authority used more widely than agreed — an LOA lets a broker obtain information and prices, not sign you up to things.

What good looks like

For what it is worth, this is how we work: commission is paid by the supplier, it is included in the unit rates, we tell you how we are paid before you sign, and we will disclose the commission on your specific contract if you ask. If your current arrangement does not look like that, ask why. Our 12 questions to ask before choosing a broker is a useful script.

Ask an energy specialist

If your question is not answered above, send it to us. A specialist answers personally, normally within one working day. No sales call, no obligation — and if the answer is "your deal is fine", that is what you will get.