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What should I do if I have a complaint about my energy supplier?

What should I do if I have a complaint about my energy supplier?

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Understanding Your Complaint

If you are dissatisfied with your energy supplier, it is important to understand the nature of the complaint. Complaints can range from billing errors to poor customer service.

Identify the specific issue and gather relevant documents, such as bills or correspondence with the supplier. This preparation will be useful in resolving the issue efficiently.

Contacting Your Supplier

Start by contacting your supplier directly to try and resolve your issue. Most suppliers have a dedicated customer service line or online portal for complaints.

Be clear and concise when explaining your complaint. Provide all necessary details, including dates, account numbers, and what you would like done to resolve the issue.

Keeping Records

Keep a detailed record of all interactions with your energy supplier. This includes dates, times, and the names of customer service representatives you speak with.

Documentation helps keep track of who said what and can be vital if you need to escalate the complaint further.

Allowing Time for Resolution

Once contacted, your energy supplier should be given time to resolve the issue. Most companies aim to address complaints within eight weeks.

During this period, continue to monitor the situation and maintain communication if necessary. Ensure that you receive regular updates from the supplier.

Escalating to the Ombudsman

If your complaint remains unresolved after eight weeks, you can escalate it. The Energy Ombudsman is an independent body that can assist with unresolved complaints.

Before contacting the Ombudsman, ensure you have followed your supplier’s complaints procedure. The Ombudsman will usually require evidence that you have attempted resolution with the supplier.

Submitting Your Complaint to the Ombudsman

To make a complaint to the Ombudsman, provide a detailed account of the issue and any correspondence. This includes supporting documents like emails and bills.

The Ombudsman will investigate the matter and make a decision that could lead to compensation, an apology, or corrective action by your supplier.

Understanding Ombudsman Decisions

Decisions by the Ombudsman are usually binding on the energy supplier. However, you do not have to accept their decision if you are not satisfied.

If you choose to accept the Ombudsman’s decision, your energy supplier is required to implement any recommendations or actions advised by them.

Staying Informed

Keep informed about your rights as a consumer. Regularly check the website of Ofgem, the regulator for electricity and gas markets in Great Britain, for the latest updates and guidance.

Knowledge of your rights can empower you to confidently address and resolve issues with your energy supplier.

Frequently Asked Questions

What is the first step I should take if I have a complaint about my energy supplier?

Contact your energy supplier directly to try and resolve the issue. Most suppliers have a dedicated complaints department.

What details should I include when I make a complaint to my energy supplier?

Include your account number, a detailed description of the issue, any relevant dates, and copies of any related documentation.

How long does my energy supplier have to resolve my complaint?

Energy suppliers typically have up to 8 weeks to resolve complaints, but response times may vary based on the complexity of the issue.

What should I do if my complaint is not resolved after contacting my energy supplier?

If your complaint is not resolved, you can escalate the matter to the energy ombudsman or a related regulatory body.

Can I switch energy suppliers if I have an unresolved complaint?

Yes, you can usually switch suppliers even if your complaint is unresolved, but it is advisable to attempt to resolve issues first.

Is there a free service to help me with my energy supplier complaint?

Yes, services like Citizens Advice can offer free guidance on how to handle energy supplier complaints.

What role does the energy ombudsman play in my complaint?

The energy ombudsman can investigate your complaint independently and help find a resolution if the supplier hasn't resolved it in 8 weeks.

Do I need to accept the outcome provided by the energy ombudsman?

No, but if you reject it, the specific resolution may not be enforceable, and further legal advice may be necessary.

Can I claim compensation from my energy supplier?

If your complaint results from a breach of obligations by your supplier, you may be entitled to compensation.

How can I contact my energy supplier to lodge a complaint?

You can usually contact your supplier via phone, email, or through their website's customer service portal.

Are there any time limits to lodge a complaint with an energy supplier?

It’s best to lodge complaints as soon as possible, although specific time limits vary by supplier and regulatory guidelines.

What should I do if my energy supplier becomes unresponsive during my complaint process?

Make a note of all your contact attempts and consider escalating the case to the energy ombudsman if they remain unresponsive.

Can I take legal action against my energy supplier if my complaint is not resolved?

Yes, after exhausting other avenues like the ombudsman, you may consider legal action, but seek legal advice first.

What if my energy complaint is about inaccurate billing?

Request a detailed breakdown from your supplier, check your meter readings, and ensure they match your bills.

Is there a way to track the progress of my complaint with the energy supplier?

Many suppliers provide a complaint reference number that you can use to track progress through their customer service channels.

What evidence should I keep for my complaint against an energy supplier?

Keep records of all correspondence, copies of bills, photographs of meter readings, and any other related documentation.

What are my rights regarding energy complaints?

You have the right to have your complaint handled fairly and promptly under the energy regulations and consumer laws.

Is there a standard format or template I should use to file a complaint?

While there's no standard format, ensure your complaint is clear, concise, and includes all necessary details.

How can social media be used in the complaint process?

Some customers find that contacting their supplier on social media results in faster resolutions, as companies monitor their public image.

What is a 'deadlock letter' regarding energy complaints?

A deadlock letter is issued by a supplier when they cannot resolve your complaint; it allows you to escalate the issue to the ombudsman.

Useful Links

Useful Links : What should I do if I have a complaint about my energy supplier?
Citizens Advice - Complain about your energy supplier

Guidance from Citizens Advice on how to complain to your energy supplier.
Which? - Energy complaints step-by-step guide

Which? guide to making a complaint about your energy supplier.
Ombudsman Services - Energy complaints

Ombudsman Services gives advice and helps resolve energy complaints.
Citizens Advice - Receive help with a complaint

Get help with unresolved energy complaints from Citizens Advice.
Resolver - Help with energy complaints

Resolver offers a tool and guidance to help with energy supplier complaints.
Important Information On Using This Service


This website offers general information and is not a substitute for professional advice. Always seek guidance from qualified professionals. If you have any medical concerns or need urgent help, contact a healthcare professional or emergency services immediately.

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