Dernetz
How to raise a complaint with Dernetz and when eligible energy-broker complaints may be referred to the Energy Ombudsman.
Email admin@dernetz.com or write to Dernetz Ltd, E 5 Earlsfield Road, Earlsfield, London, England, SW18 3DB. Please include your name, business name, account or reference information, contact details, a clear description of the issue, relevant bills, contracts, emails or evidence and the outcome you are seeking.
Dernetz will record the complaint, investigate the relevant records, keep you informed, provide a reasoned response and explain any proposed resolution. Where appropriate, Dernetz may issue a final response or deadlock response.
Dernetz is a member of the Energy Ombudsman energy-broker dispute-resolution scheme. If you are an eligible small-business or microbusiness customer and we have not resolved your complaint within eight weeks, or we issue a deadlock response sooner, you may be able to refer the complaint to the Energy Ombudsman. The service is independent and free for eligible complainants. You should use Dernetz's complaints process first. Eligibility is determined under the Energy Ombudsman's current scheme rules, and the route may not apply to every organisation or every type of service.
The Energy Ombudsman broker scheme relates to qualifying energy-broker complaints. It does not necessarily apply to water-broker or other service complaints. Customers outside the scheme may still have contractual, legal or other dispute-resolution options, and independent professional advice may be appropriate.
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