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Making energy supplier complaints

Not satisfied with the service from your energy supplier? Find out the best way to make a complaint and get a positive result.

Energy supplier complaints

When problems arise with your energy supplier, it can be difficult to know what to do.

But in most cases, complaining to your energy supplier directly, and as soon as the issue arises, should ensure your matter gets resolved almost instantly.

Common complaints to direct to your energy supplier include:

  • Billing issues
  • Payment discrepancies (including refunds)
  • Customer service issues
  • Problems with installation and/or equipment
  • Matters concerning switching suppliers

What should I do before complaining?

Prior to making your complaint, ensure you've gathered all prior communication with your supplier. When phoning, make sure you’ve got your account details to hand and be ready to take note of who you’re speaking with, the date and time of your call, and the nature of your complaint.

It’s a good idea to create a paper trail for your complaint by following-up your phone call with an email. If you opt to follow-up with a letter instead of an email, you could pay by recorded delivery. This will ensure you have proof of the exact date and time your correspondence was sent and received.

What happens next?

In a best case scenario, your supplier will be able to resolve your issue and you can carry on using them as normal. If you need guidance, energy regulator Ofgem can walk you through the complaints process.

In the event your complaint isn't resolved satisfactorily, you may be able to open a case with the Energy Ombudsman.

You can raise a matter with the Energy Ombudsman if:

  • You have a letter of deadlock from your supplier. A deadlock letter is acceptance from your supplier that they cannot resolve your issue and allows you to forward your case early to the Energy Ombudsman.
  • You’ve received a decision letter from the supplier and you do not agree with it.
  • The supplier hasn’t responded with either a deadlock or decision letter within 12 weeks of your complaint being made (or 8 weeks if you’re with one of the big six energy companies).

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