Energy company complaints process

Contact your energy supplier

If you have a problem with your energy supply, you should contact your energy supplier straight away as they will be best placed to fix the issue or offer advice.

You can find their contact details on their website or on a recent letter or bill. You should explain to your supplier what the issue is.

When contacting your energy supplier, you will need your account number and any case reference numbers you have. This will make it quicker and easier for them to help you. You should also keep a record of your conversation with them and note down:

• the date and time.

• the person you spoke to.

• the problem you talked about.

Complain to your energy supplier

If you are unsatisfied with the response from your energy supplier, you can complain.

Energy suppliers have formal complaints procedures, and you can find the details on their website, or they can explain the procedure to you over the phone.

You will need to explain the problem, when it started, and how you’d like your supplier to resolve it. Try to keep a record of any letters, emails and phone calls you send and receive, and make a note of the first date you contacted them in case you need it later.

Energy suppliers must try to fix any problems you’ve reported within eight weeks. You should receive a ‘decision letter’ or ‘letter of deadlock’ which explains how they’ll deal with your complaint. If you receive a letter of deadlock it means that your energy supplier believes there is no more they can do.

The Citizens Advice consumer helpline can provide support and advice, and they also have a template letter you can use to write your complaint to your energy supplier.

Complain about your energy supplier to the Energy Ombudsman

If you need to take your complaint further, you can complain to the Energy Ombudsman if you:

• have a letter of deadlock and aren’t happy with the decision

• didn’t get a decision letter or letter of deadlock within 8 weeks

The Energy Ombudsman is a free and impartial service. They will look into both sides of the case and make a decision. They can:

• get the supplier to look at the complaint again;

• decide the supplier made the right decision;

• or force the supplier to provide a response to your complaint.

In some instances, they may also tell the supplier to provide financial compensation.

You should contact the Energy Ombudsman as soon as you can, and it must be within 12 months of your energy supplier sending you their decision.

Get support with your complaint

If you live in England and Wales, the Citizens Advice consumer helpline can provide support and advice to help you with your complaint.

If you live in Scotland, you can get energy advice and information from Energy Advice Scotland.