Get in touch
We believe in honesty and transparency and always aim for a fair outcome for our customers.
If your complaint is about a broker you work with, please contact them directly. Check the broker complaints section at the bottom of the page for more information.
If you need to make a complaint about us, email or call our contact team between 8.30am and 5.00pm, Monday to Friday. We aim to resolve issues within one working day.
Export or FiT customer?
If you need to make a complaint regarding your Export or FIT (Feed in Tariff) account, please visit our renewables complaints page.
Write to us
You can also write to us at
Drax Energy Solutions Limited
Our complaints process
If our Customer Service team can’t resolve your complaint within one working day, our Customer Care team will get in touch. This team will then update you every ten working days, or sooner where they can, until the complaint is resolved.
If you’re unsatisfied with our Customer Care team’s progress, you can escalate your complaint. One of our agents will pass your case to a senior member of staff to review. Please email email@example.com and we’ll respond within five working days.
If your issue’s still unresolved after eight weeks, or we reach a deadlock, we’ll let you know. Depending on the size of your business, you may be able to approach Energy Ombudsman at this point. See further details below.
The Energy Ombudsman provides its services to companies that Ofgem defines as ‘microbusinesses’. To be eligible, your business needs to either:
- Have fewer than 10 employees and a yearly turnover of not more than €2 million
- Use no more than 100,000 kWh of electricity a year
- Use no more than 293,000 kWh of gas a year
You can read more about eligibility and the types of complaint the Energy Ombudsman can help with on the Energy Ombudsman’s website.
The Energy Ombudsman’s free to use, totally independent and doesn’t take sides. If you agree with its decision, we have to act upon its recommendations. The Energy Ombudsman may require us to provide an apology, explanation, appropriate corrective action or compensation.
You can contact the Energy Ombudsman as soon as you receive a deadlock letter from us, and for up to 12 months afterwards:
Energy Ombudsman: Energy, PO Box 966, Warrington, WA4 9DF
Tel: 0330 440 1624
Please remember to include your Drax account number in all correspondence with the Energy Ombudsman. You can find this number on any of your invoices.
Citizens Advice can help you with your complaint at any stage of the process. It offers free, confidential and impartial advice.
Tel: 0808 223 1133
Business Debtline offers free and independent debt advice over the phone and online.
Tel: 0800 197 6026
Making a complaint about a broker
If your complaint is about a broker you work with, please contact them directly. Following the recent Ofgem Microbusiness review, all brokers selling to microbusinesses that Drax works with have signed up to the Energy Ombudsman Alternative Dispute Resolution Service and will have a complaint handling procedure. They will be able to manage your complaint going forward.
If your issue’s still unresolved after eight weeks, or you reach a deadlock, you may be able to approach the Energy Ombudsman at this point.
The Energy Ombudsman’s free to use, totally independent and doesn’t take sides. If you agree with its decision, your broker must act upon its recommendations.
Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
Tel: 0330 440 1624