Complain about your energy supplier
Energy suppliers must have their own complaints procedure, and by law you have to give them the chance to sort things out first. If they do not resolve your complaint within eight weeks, or send a deadlock letter, you can take it to an independent ombudsman for a free, binding decision.
Write my letter- 1
Complain to your supplier in writing
Write to your energy supplier, using their formal complaints procedure. Explain what has gone wrong, what you want to happen, and keep a copy of everything you send.
- 2
Give them time to respond
Your supplier has up to eight weeks to resolve your complaint. Keep a record of dates, letters, emails and calls in case you need them later.
- 3
Wait for their final answer or the eight week point
The supplier should either resolve the complaint, send you a deadlock letter saying they cannot resolve it sooner, or let eight weeks pass without a resolution. Any of these lets you escalate.
If that does not put it right: The Energy Ombudsman
If your supplier has not resolved your complaint within eight weeks, or has sent you a deadlock letter, you can take your complaint to the Energy Ombudsman. It is free to use, and if you accept its decision, the decision is binding on your supplier. Ofgem sets the rules energy suppliers must follow, but Ofgem does not resolve individual complaints, that is the job of the Energy Ombudsman.
Where this can go next
This is a plain English guide to the usual procedure, not legal advice. Every organisation has its own exact steps and timings, so ask for their complaints policy and follow it.