In short
The Energy Ombudsman is a free, impartial scheme that handles disputes with energy suppliers and energy brokers. Ofgem says brokers paid by suppliers must belong to an approved redress scheme, and points to the Energy Ombudsman broker register and the UIA accredited list. Fidelity Energy is on the Energy Ombudsman's broker register.
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Why brokers must belong to a redress scheme
Ofgem's Microbusiness Strategic Review added a requirement that took effect on 1 December 2022: since then, suppliers may only work with brokers that are members of a qualifying dispute resolution scheme when arranging microbusiness contracts. In April 2024 Ofgem announced it would extend this to small business contracts, and said small businesses would be able to take disputes about brokers to redress schemes such as the Energy Ombudsman and the UIA.
Ofgem's current advice for businesses is straightforward: "If your broker is paid by an energy supplier, they must be a member of an approved redress scheme. Before using one, check which scheme they belong to." It points to two lists:
- The Energy Ombudsman broker register, published by the Energy Ombudsman
- The Utilities Intermediaries Association (UIA) accredited member list
Both are linked from Ofgem's Get a business energy contract page, which is the simplest way to find the current versions.
Is Fidelity Energy on the register?
Yes. Fidelity Energy is listed on the Energy Ombudsman's register of energy brokers, with an active membership that started on 1 December 2022, the date the requirement came in. We checked the register on 1 November 2026.
Forever Communications works as an agent of Fidelity Energy: it introduces customers, and Fidelity Energy arranges and manages the supply contracts. Complaints about the broker service go through Fidelity Energy's complaints process and, if they are not resolved, to the Energy Ombudsman as described below.
To check for yourself, open the Energy Ombudsman's broker register (linked from Ofgem's page above, or from the Energy Ombudsman's website) and search for Fidelity Energy. The register shows each broker's name, trading name and status.
How to complain about a broker
- Complain to the broker first, in writing. For Fidelity Energy, its complaints page asks for complaints by letter or email. It says it will acknowledge your complaint and tell you who is handling it.
- Give it time to respond. Fidelity Energy says it aims to resolve complaints within 10 days and will send an update if it needs longer. If part of your complaint concerns your supply contract, it says it will pass that part to the supplier.
- Escalate inside the firm if needed. If you are not happy with the response, Fidelity Energy's complaints page explains how to take it to its managing director.
- Go to the Energy Ombudsman. If the complaint is still not resolved after 8 weeks, or you receive a deadlock letter sooner, you can take it to the Energy Ombudsman, which describes itself as a free and impartial service.
Keep a copy of everything you send and receive, including dates. It makes the ombudsman's job easier if you get that far.
Fidelity Energy's complaints page still refers to the scheme by its earlier name, Ombudsman Services: Energy. The scheme now operates as the Energy Ombudsman.
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What to put in a complaint
A clear, complete complaint is easier to resolve, whoever it goes to. Include:
- Your business name, the site address and the supply numbers from your bill (the MPAN for electricity, the MPRN for gas)
- The supplier and the contract concerned, with its start and end dates
- What went wrong, in date order, and who you dealt with
- Copies of the quote, the contract, the principal terms and any emails or letters
- What you want to happen: an explanation, a correction, a refund or the contract put right
If your complaint is about commission, include the broker costs shown in your principal terms and what you were told before you agreed. If it is about the sale itself, note anything you were told that turned out not to be true. Clear dates and documents make any complaint easier to follow.
Complaints about your supply go to the supplier
A broker arranges the contract; the supplier supplies the energy and sends the bills. So complaints about billing, meter readings, payments or the supply itself go to your supplier first, under the supplier's own complaints process. Fidelity Energy's terms say the same: if your complaint is about a supplier it put you in touch with, address it directly to that supplier.
If the supplier does not resolve it within 8 weeks, or issues a deadlock letter, micro and small businesses can usually take it to the Energy Ombudsman. Ofgem says micro and small businesses can also get help and advice from Citizens Advice.
| Complaint about | Start with | If unresolved |
|---|---|---|
| How the broker sold or arranged the contract | The broker (for us, Fidelity Energy) | Energy Ombudsman (micro and small businesses) after 8 weeks or a deadlock letter |
| Commission or broker costs | The broker, then check your principal terms | Energy Ombudsman (micro and small businesses) after 8 weeks or a deadlock letter |
| Bills, meter readings, payments | Your supplier | Energy Ombudsman (micro and small businesses), Citizens Advice for advice |
| A change of tenancy dispute | Your supplier | Energy Ombudsman or Citizens Advice |
Moving premises is a common source of disputes; our change of tenancy guide covers what to send your supplier.
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Who can use the Energy Ombudsman?
The Energy Ombudsman's website lists energy brokers among the providers it can help businesses with. It says it can currently offer its free dispute resolution service to microbusinesses and small businesses, using Ofgem's definitions: broadly, the number of employees with turnover or balance sheet, or annual electricity or gas use. You might count as a small business for one fuel and not the other. Check the Energy Ombudsman's website for the current criteria before you apply.
Larger businesses that fall outside the scheme still have the broker's and supplier's own complaints processes, and their contract terms. Our microbusiness energy rules page sets out the size thresholds Ofgem uses and the protections that come with them.
We link to each organisation's website rather than copying its contact details here, because those details can change.
How to avoid needing a complaint
Most broker complaints come back to three things: not knowing what commission was included, not realising a contract was binding, and not knowing what happens at the end of the term. A few checks before you agree help with all three:
- Read the principal terms, including the broker costs. Our energy broker fees page explains how Fidelity Energy's commission works
- Remember there is no cooling-off period for business energy once you agree
- Check the contract end date and what happens if you do nothing: rollover, out-of-contract rates or a new term
- Check the broker on the Energy Ombudsman broker register or the UIA list
If you would like a second look at a contract or quote before you sign, contact us and we can go through it with you. For the rules that are coming for brokers, see energy broker regulation in the UK.
How Forever Communications helps with business energy
Forever Communications is part of Forever Group, which looks after phone systems, business mobiles and connectivity for UK organisations. For business electricity and gas, we work as an agent of Fidelity Energy, an independent business energy broker that prices your requirements across its panel of suppliers. We are not an energy supplier, and neither is Fidelity Energy.
- Like-for-like quotes: we help you gather your bills, meter details and contract end dates so suppliers quote on the same basis
- Plain-English terms: we can talk you through unit rates, standing charges, contract length, renewal and the broker commission included in the price before you decide
- Better timing: we help you plan a renewal ahead of your contract end date, or move off deemed and out-of-contract rates
- More than the basics: Fidelity Energy also offers green (REGO-backed) electricity, flexible procurement, half-hourly supplies, multi-site contracts and bill validation
- Your choice: you decide which quote, if any, to accept; prices are set by the suppliers and confirmed at quote
We work with businesses, charities, hospitality, farms and multi-site organisations. Send us a recent bill and we can take it from there.
Frequently asked questions
Is there an ombudsman for energy brokers?
Yes. The Energy Ombudsman handles disputes with energy brokers as well as suppliers. Ofgem says a broker paid by a supplier must belong to an approved redress scheme, and suggests checking the Energy Ombudsman broker register or the UIA accredited member list.
How do I check if a broker is on the Energy Ombudsman register?
Open the Energy Ombudsman broker register, linked from Ofgem's Get a business energy contract page and the Energy Ombudsman's website, and search for the broker's name. It shows the broker's name, trading name and membership status.
How long do I have to wait before going to the Energy Ombudsman?
The Energy Ombudsman says to give the firm 8 weeks to put things right, unless it issues a deadlock letter sooner. You must follow the supplier's or broker's own complaints process first.
Can my business use the Energy Ombudsman?
The Energy Ombudsman says it can currently help microbusinesses and small businesses, using Ofgem's definitions based on employees and turnover or balance sheet, or annual electricity or gas use. Larger businesses rely on the broker's and supplier's own complaints processes and their contract terms. Check the Energy Ombudsman's website for the current criteria.
Does it cost anything to use the Energy Ombudsman?
No. The Energy Ombudsman describes itself as a free and impartial service.
Who do I complain to about my energy bill?
Your supplier, not your broker. Bills, meter readings and payments are the supplier's responsibility. If the supplier does not resolve it within 8 weeks or issues a deadlock letter, micro and small businesses can usually go to the Energy Ombudsman, and Citizens Advice can help.
Is Forever Communications a member of the Energy Ombudsman?
Forever Communications is not itself on the Energy Ombudsman's broker register. It works as an agent of Fidelity Energy, which is on the register and arranges the supply contracts. Complaints about the broker service go through Fidelity Energy's complaints process and then, if unresolved, the Energy Ombudsman.
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