Our

complaints process

Get in touch

If you need to make a complaint regarding your Export or FIT (Feed in Tariff) account with us, you can email or contact the Renewables Team between 9.00am and 5.00pm, Monday to Friday and we will be in contact within five working days.

If your FIT is registered to Drax Energy Solutions please email feedintariff@drax.com or call us on 01473 632584.

If your FIT is registered to Drax Renewables please email renewables@drax.com or call us on 0845 040 5795.

If you need support with an energy problem from the Energy Ombudsman, Citizen’s Advice or Business Debtline, you can also find these details further down the page.

Supply customer?

If you need to make a complaint regarding your supply account, please visit our general complaints page.

You can also write to us at

Drax Energy Solutions Limited
The Havens
Ransomes Europark
Ipswich
IP3 9SJ

Our complaints process

Step 1

Get in contact

Please contact the Renewables team to let us know that you are not satisfied and we can discuss how we can help resolve the issue. If we haven’t been able to resolve your complaint within five working days, the team will be in contact every ten working days, or sooner if they can, until the complaint is resolved.

Step 2

Agreement/review

If your complaint is regarding your FIT account and 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 the Energy Ombudsman at this point. See further details below.

Further support

Energy Ombudsman

The Energy Ombudsman provides its services to companies that Ofgem defines as ‘microbusinesses’ and 'Small Business Consumers'. To be eligible, your business needs to either:

Have fewer than 50 employees and a yearly turnover of not more than £6.5 million
Use no more than 200,000 kWh of electricity 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:

The Energy Ombudsman: Energy, PO Box 966, Warrington, WA4 9DF

Tel: 0330 440 1624

Email: enquiry@energyombudsman.org

Website: energyombudsman.org

Please remember to include your Drax Renewables account number in all correspondence with the Energy Ombudsman. You can find this number on any of your self-billing invoices.

Citizens Advice

Get help with an energy problem

You can get help with energy problems from Citizen's Advice if you're a microbusiness. You can find out if your business is classed as a micro business on the Ofgem website.

This includes issues with your bills or meters, or if you’re struggling to pay for your energy. Citizens Advice and Citizens Advice Scotland are the official sources of free and independent energy advice and support for domestic consumers and for microbusiness energy consumers.

Citizens Advice can help you with your complaint at any stage of the process. It offers free, confidential and impartial advice.

England

Tel: 0808 223 1133

Website: citizensadvice.org.uk/energy

Wales

Tel: 0800 702 2020

Website: citizensadvice.org.uk/energy

Scotland

Tel: 0800 028 1456

Website: cas.org.uk