Making a complaint about your energy supplier or network operator

If you are unhappy with an energy company's service, follow our step-by-step guide on how to manage a complaint and the help you can get along the way.

  1. Talk to them

    and must have a complaints process. They must also reply to complaints and come to a decision within 8 weeks.

    Explain the problem and what you want them to do. 

    You can complain by email, letter or telephone. 

    Keep records of contact you have with the company. 

    You can find company contact details on a recent energy bill. 

    If aren't sure about your current supply details, see Finding your energy supplier or network operator.

  2. Get support

    Citizens Advice has template complaints letters you can use. They can also help with a complaint. Sometimes their powers mean they can act for you. 

    Someone at their Extra Help Unit could take on your case if you are in a or your energy could get cut off. They can also refer you to other organisations to help. This free service includes some support for small businesses.

    Free online tools and apps like Resolver.co.uk can also help you track and manage a complaint step-by-step. 

    In England and Wales, Citizens Advice can offer further advice if you need it

    In Scotland, Advice Direct Scotland can help:

  3. Take it further

    Complain to the Energy Ombudsman if eight weeks have passed and you still aren’t happy with the company’s response. 

    Energy companies should write to you to tell you how to do this at eight weeks or when you hit a ‘deadlock’. This is when neither of you can reach an agreement.

    You can refer a case to the Ombudsman within 12 months of a deadlock letter. Sometimes they can investigate an older complaint if you have not had a deadlock letter. 

    The Ombudsman can make a company correct a problem, apologise and explain what happened. They can also make a company pay compensation. Its decisions are binding on the energy company.

    Complain to Ofgem if you can’t resolve an issue with a or a comparison website accredited by the Ofgem Confidence Code

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