I Want to Complain About My Energy Supplier
If your energy supplier has let you down — incorrect bills, poor customer service, failed switching, or supply problems — here is how to resolve it step by step.
Estimated timeline
Start by contacting your energy supplier's complaints department. Check their website for their complaints process. Explain the issue clearly, what happened, and what you want them to do about it. Keep a record of the date, who you spoke to, and what was said.
Your supplier has 8 weeks to resolve your complaint. They should send you a written response. If they cannot resolve it within 8 weeks, they must send you a deadlock letter, which allows you to go to the Ombudsman early.
If your supplier says they cannot do anything more, ask them for a deadlock letter. This confirms that they consider the complaint at a standstill and allows you to refer to the Energy Ombudsman before the 8-week deadline.
Collect all relevant evidence: copies of bills, email correspondence, call logs, meter readings, photos of any issues, the deadlock letter or final response, and a timeline of events.
Submit your complaint to the Energy Ombudsman online or by phone. The service is free. They will review your case and can order your supplier to apologise, take action, and pay compensation of up to £10,000.
Frequently asked questions
Does it cost anything to use the Energy Ombudsman?
Can I switch supplier while my complaint is open?
What if I disagree with the Ombudsman's decision?
Official bodies and resources
Energy Ombudsman
OmbudsmanResolves complaints between energy consumers and suppliers, including gas and electricity companies.
Office of Gas and Electricity Markets
RegulatorThe energy regulator for Great Britain, protecting consumers by working to deliver a greener, fairer energy system.
Citizens Advice
CharityProvides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.
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