Opus Energy
FAQ - Customer Service
How do I change my business contact details?
Making amendments or updates to your account couldn’t be simpler just contact the Customer Service Team who will take care of everything:
| Telephone: | 0845 3302655 |
| Email: | contactus@opusenergy.com |
What are my current electricity prices?
Opus Energy offers two invoicing options which will detail your current prices:
Opus Payment Plan Billing – electricity prices are highlighted on all reconciliation invoices and will also be shown on your contract or renewal letter.
Opus Energy Billing – electricity prices are highlighted on your monthly invoices and will also be shown on your contract or renewal letter.
Alternatively you can contact the Customer Service Team who will be happy to advise you:
| Telephone: | 0845 3302655 |
| Email: | contactus@opusenergy.com |
How do I register for Online Account Management?
To manage your electricity account information through our website couldn’t be easier, to register contact the Customer Service Team who will give you your personalised login.
| Telephone: | 0845 3302655 |
| Email: | contactus@opusenergy.com |
How do I contact the Customer Service Team?
The Customer Service Team always on hand to answer your questions:
Monday to Friday, 08.00 – 18.00
Customer Service Department
Opus Energy Limited
Royal Pavilion
2 Summerhouse Road
Northampton
NN3 6BJ
| Telephone: | 0845 3302655 |
| Fax: | 0845 2235445 |
| Email: | customerservice@opusenergy.com |
Where can I find the Terms and Conditions of my electricity contract?
Customers receive a copy of their electricity contract’s Terms and Conditions with their start letter. If you are a current customer and would like another copy of your contract Terms and Conditions, you can either download them:
Opus Energy Standard Terms and Conditions
Or contact the Customer Service Team:
| Telephone: | 0845 3302655 |
| Email: | contactus@opusenergy.com |
Can the price I pay for energy change during the life of the contract?
The price that you pay for your commodity is fixed at the start of your contract and this will not change throughout the duration of your contract. This gives you reassurance that whatever happens to commodity wholesale prices during the term of your contract, your business will be protected from the market’s volatility.
There are some elements of your invoice that are charged at a rate either regulated or set by the government. These include some electricity distribution and transmission charges as well as taxes such as the Climate Change Levy and VAT. We will let you know in advance if any of these elements change during the term of your contract.
What is the duration of my contract?
The terms of your supply, including details of your prices and the duration for which they are fixed can be found on the front page of your contract and within your start date letter. If you would like to discuss any of these details or would like to receive a copy of your agreement, please contact the Customer Service Team who will be happy to help you:
| Telephone: | 0845 3302655 |
| Email: | contactus@opusenergy.com |
What happens at the end of my contract or the fixed-term period if I stay with you as my supplier and will you send me a reminder of the contract end date?
Over 95% of Opus’ customers choose to remain with Opus at the end of their contract term. Before the end of your contract, we will send you a reminder of the date that your fixed prices end and will let you know what your energy prices will be fixed at for the next 12 months. If you choose to stay with Opus Energy your contract will continue without interruption and if you are invoiced on a monthly payment plan, we will reconcile your billing account. If you have any specific questions about your contract or your end of year reconciliation, the Customer Service Team will be happy to answer them:
| Telephone: | 0845 3302655 |
| Email: | contactus@opusenergy.com |
In what circumstances can an electricity company stop me switching to another energy supplier?
If you are being supplied under contract or have debt associated with this contract your current supplier may restrict you switching your business to a new supplier. Please contact the Customer Service Team if you feel your business is being inappropriately prevented from switching supplier and they will be happy to advise you of your options:
| Telephone: | 0845 3302655 |
| Email: | contactus@opusenergy.com |
Who can I contact to find out more information about my contract, and what information will they need from me to look up these details?
If you have any queries about your electricity supply agreement, please contact our Customer Service Team who will be happy to explain the terms of your agreement and answer any questions you may have. When calling please have to hand your account or site number, these can be found on your invoices or start date letter.
| Telephone: | 0845 3302655 |
| Email: | contactus@opusenergy.com |
Under what circumstances can my energy supply be cut off?
Your energy supply can be cut off if a qualified engineer believes there is a risk to health and safety. There are also industry mechanisms in place to allow a supplier to disconnect a customer for non payment of debt, but the supplier must follow processes outlined by the industry and follow regulations laid out by Ofgem to protect priority customers. If you are experiencing difficulty in paying your invoices, please contact the Credit Control Team who will be happy to work with you to resolve any problems you may be having:
| Telephone: | 0845 4083567 |
| Email: | contactus@opusenergy.com |
What options are available regarding payment terms?
Your payment terms and payment methods will be agreed with you and detailed in your electricity supply agreement. If you are experiencing difficulty in paying your invoices, please contact the Credit Control Team who will be happy to work with you to resolve any problems you may be having:
| Telephone: | 0845 4083567 |
| Email: | contactus@opusenergy.com |
Am I committed to a minimum or maximum volume?
You are not committed to a minimum or maximum volume of supply of electricity to a property under your contract with Opus. However, if you intend to materially increase the amount of electricity your business premises uses, we may need to organise to increase the capacity of supply provided to your premises by your local distribution company or change the meter at your connection point to one more suitable. This may alter the price you pay for your metering or distribution costs. If you plan to make changes to your property that may alter your requirements for electricity supply, please feel free to contact our Site-works team on the number below. They will be happy to talk through your plans with you and let you know the cost of different options if any changes are needed to your connection or metering.
| Telephone: | 0845 4562665 |
| Email: | contactus@opusenergy.com |
At Opus Energy, we try to ensure that the transfer of your electricity supply is seamless and the service you receive is of the highest standard. However sometimes things go wrong, and sometimes we do make mistakes.
If you have experienced a problem with your account or feel that some element of our service is not up to scratch, please get in contact so that we can put it right.
Step One
Contact our specialist Customer Care Team, between the hours of 8am – 6pm, Monday to Friday who will work with you to resolve your complaint:
| Telephone: | 0800 6300841 |
| Email: |
A thorough investigation into the circumstances of your complaint will be carried out and a Customer Care representative will contact you within five working days with the results of the investigation. At this point, we will provide you with a detailed explanation of what we will do to remedy your complaint.
Step Two
If the complaint has not been resolved to your satisfaction or if you would like the decision reviewed, you can contact the Operations Director who will respond to you within a further five working days, by writing to:
Opus Energy Limited
Royal Pavilion
2 Summerhouse Road
Northampton
NN3 6BJ
|
Email: |
operationsdirector@opusenergy.com |
| Telephone: | 08454 040506 |
| Website: |
Step Three
Opus Energy is a member of the Energy Supply Ombudsman (ESO), which is an independent body that resolves billing and transfer issues between domestic customers, micro-businesses* and their energy suppliers.
If after following step one and two outlined above, you feel Opus Energy has not resolved your complaint and your business is classed by the regulator as a micro-business*, the ESO may be able to help. Please note that you will be referred back to us if you have not first escalated your complaint via our formal complaints process detailed above:
The ESO may investigate your complaint if:
- You receive a final deadlock letter from Opus Energy which will clearly show our final position in relation to your complaint. You can then refer the complaint to the ESO within six months of receiving the deadlock letter.
- You have not received a deadlock letter, but at least eight weeks have passed since you first made the complaint to us. You must refer your complaint to the ESO within nine months of first making your complaint to us.
If your complaint meets the criteria above, you can ask the ESO to look into your complaint by contacting them at:
Energy Supply Ombudsman
PO Box 966
PO Box 966
Warrington
WA4 9DF
WA4 9DF
| Telephone: | 0845 0550760 or 01925 530263 |
| Website: | |
| Typetalk: | 18001 0511513 or 18001 01925430886 |
In all correspondence with the ESO please quote your Opus Energy account number.
* Businesses employing 10 or less employees or spending no more than £5,000 on the relevant energy supply (main gas or electricity) or with a turnover of under 2 million.
Click here to download the Complaints Charter