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© 2026 Flex Assure Ltd.
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If you have a complaint about a Flex Assure scheme member, the steps below show the route to resolution. Different processes apply to domestic and business customers.
Follow these three steps to raise a complaint about a domestic flexibility service.
Try to resolve the issue directly with your flexibility service provider before escalating elsewhere.
Your provider has 8 weeks to resolve your complaint, or may issue a deadlock letter if it cannot be resolved.
If the complaint remains unresolved, escalate to the Energy Ombudsman. The service is free for consumers, and disputes can be raised about Flex Assure scheme members for issues identified after December 8, 2025.
Free, independent dispute resolution for energy complaints. Email flexibilityservices@energyombudsman.org or visit their website for phone and postal options.
Business complaints go through the Flex Assure Scheme Committee and Compliance Panel.
Use the complaint form, downloadable from the website, and send it to info@flexassure.org.
The Scheme Administrator presents the complaint to the Scheme Committee for validation.
If accepted, the Compliance Panel assesses whether there have been Code violations.
The Panel determines appropriate penalties and remedies.
For unresolved business complaints, alternative dispute resolution services are available.
Free for SMEs. Fees may apply for larger businesses.
Arbitration and mediation services. Subject to charges.