There are some areas of complaint that we are not allowed to deal with. These are:

• complaints about an energy company which is not a member of our service;
• complaints about an energy company’s sales activity, where the problem happened before 1 September 2007;
• complaints about physical problems to do with the gas or electricity supply to your home, where the problem happened before 1 April 2008;
• complaints about an energy company which joined the service on or after 1 October 2008, where the problem happened before this date
• problems that we think would be better dealt with by the courts, arbitration services or other complaints procedures;
• problems that are already being dealt with by courts or other complaints procedures;
• employment and staff issues in member companies;
• cases that we consider to be malicious or unjustified;
• commercial decisions made by member companies about whether to provide a product or service, and the terms under which they may be provided. For example, we cannot make an energy company reduce the tariff charges for the energy it provides; and
• disagreements between gas or electricity companies about providing those services.