Complain about your energy supplier or network operator

How to make a complaint about your energy supplier or network operator and where to get help.

What Ofgem can do

We do not directly get involved with complaints about energy suppliers or network operators. This includes heat network suppliers and operators. We also do not investigate individual disputes.

But we do monitor energy suppliers and network operators closely to make sure they:

  • meet the rules set out in our licences, regulations and law
  • provide good customer service
  • reply quickly to customers who contact them

If we think they have not met certain rules, we will start an investigation.

Read about our approach to compliance and enforcement.

If you have a problem

Who you need to contact will depend on the type of energy problem you have. This might be your energy supplier or network operator.

An energy supplier is responsible for providing energy to homes and businesses. A network operator is responsible for the pipes and wires that move energy.

You can complain directly to them if:

  • something has gone wrong

  • you have a problem with them

  • you have a problem with the service they have provided

Who to contact

Contact your energy supplier if you have a problem relating to:

  • late, incorrect, or missing bills
  • back billing
  • being overcharged
  • a faulty meter
  • poor customer service
  • refusing to refund credit from your account
  • switching your home energy supplier

If you are on a heat network, contact your heat network supplier about the problem.

Contact your network operator if you have a power cut or connection issues in your area. You can check if you can get a payment for a power cut.

You can find contact details about your energy supplier or network operator on their website or on the back of your energy bill. Alternatively go to the:

How to make a complaint

Your energy supplier and network operator should explain their complaint procedure on their website, including how best to contact them. For example, by phone, email or using their website.

Ask to speak to the complaints team if they have one or their customer service department.

Tell them exactly what you would like them to do to fix the problem. You can also ask them to send their complaints procedure to you if you cannot find it on their website.

You should provide as much information to help them resolve your complaint. For example:

  • what the problem is and when it happened
  • how you felt
  • evidence such as photos of meter readings and statements
  • any emails or letter sent to you by the energy company

Use this Citizens Advice complaints letter template if you need help writing your complaint.

After you make a complaint to your energy supplier

Your energy supplier must try to fix any problems you reported within 8 weeks and resolve the complaint. This could be:

  • financial compensation
  • an apology
  • agreeing to fix the problem
  • a refund
  • providing you with an affordable payment plan

Escalate your complaint to the Energy Ombudsman

The Energy Ombudsman provide an independent service, separate to Ofgem, if you are having problems with:

  • an energy supplier
  • an energy broker
  • a network operator
  • a heat network supplier

See a list of the network operators that the Energy Ombudsman can review disputes with.

You can complain to the Energy Ombudsman if:

  • a problem you have reported is not fixed within 8 weeks
  • you and the energy company cannot agree on how to fix the problem
  • you receive a ‘deadlock’ letter, stating your problem cannot be fixed or they believe there is no more they can do
  • you are not happy with the decision received

Once you escalate your complaint to the Energy Ombudsman, they will:

  • ask you to send information and evidence relating to your complaint
  • review the evidence provided by you and your energy company
  • inform you of their decision within 6 weeks
  • give the energy company a set of actions to resolve the problem

If you are unhappy with the Energy Ombudsman’s decision, they will tell you what to do next.

Contact the Energy Ombudsman

Visit the Energy Ombudsman website to submit an enquiry form, call 0330 440 1624 or email enquiry@energyombudsman.org.

Find out more about the Energy Ombudsman’s process.

Get help with your complaint

If you live in England or Wales

Citizens Advice’s free consumer service can help you if you have problems with your energy bills or supply.

You can call Citizens Advice on 0808 223 1133, complete their online form or chat with an advisor on their website.

They may refer you to the Extra Help Unit if you:

  • need support with a difficult or urgent complaint
  • cannot deal with your energy supplier on your own due to personal circumstances 
  • are considered vulnerable
  • are at risk of being disconnected from an energy supply

If you live in Scotland

Energyadvice.scot have a free service for Scottish citizens who:

  • have questions about their energy supplier
  • want to understand their energy supplier’s complaints process
  • have problems with their energy bills

You can call them on 0808 196 8660, send them a message or chat on their website.