If your energy supplier has not fixed a problem, make a formal complaint.
If the complaint is still not resolved after eight weeks, you can usually take it to the Energy Ombudsman.
You can also go sooner if your supplier sends you a deadlock letter.
Start With Your Supplier
You normally need to complain to your energy supplier first.
Tell the supplier:
- what went wrong
- when it happened
- what you have already done
- what you want it to do
Keep it simple.
For example:
“My bill uses the wrong meter readings. I have already sent the correct readings. Please correct my account and send me a new bill.”
A clear complaint is easier to deal with.
Say You Are Complaining
Make it clear that you want the problem treated as a formal complaint.
Your supplier should have a complaints process.
You can usually find it on its website or energy bills.
Make a note of the date you first complained.
This date is important if you later need the Energy Ombudsman.
Keep Evidence
Save anything that helps show what happened.
This could include:
- bills
- meter readings
- meter photographs
- emails
- letters
- screenshots
- bank statements
- payment records
- reference numbers
Also keep notes of phone calls.
Write down the date, who you spoke to and what was agreed.
You do not need hundreds of documents.
You need enough evidence to explain the problem clearly.
What Do You Want Fixed?
Tell the supplier what would put the problem right.
For example, you might want it to:
- correct a bill
- trace a payment
- remove an incorrect charge
- correct your meter details
- refund money
- explain what happened
- correct your account
Be specific.
“Please sort this out” is less useful than explaining exactly what needs to change.
Give the Supplier a Chance
The supplier needs time to investigate the complaint.
Keep track of any dates it gives you.
If it promises to reply within a certain time, make a note.
Then follow up if you do not hear from it.
If the problem is fixed, check that your account has actually been corrected.
What Is the Eight-Week Rule?
If your complaint has not been resolved within eight weeks, you can normally take it to the Energy Ombudsman.
Count from when you first raised the complaint.
You do not have to keep waiting simply because the supplier says it is still investigating.
Once eight weeks have passed, you can decide whether to take the dispute further.
What Is a Deadlock Letter?
You may not have to wait eight weeks.
If the supplier believes it cannot do anything more to resolve the complaint, it may send you a deadlock letter.
This means you and the supplier have not been able to agree on a solution.
A deadlock letter allows you to take an eligible dispute to the Energy Ombudsman before the eight weeks have passed.
Keep the letter or email.
You may need it when you raise your case.
What Is the Energy Ombudsman?
The Energy Ombudsman is an independent service that helps resolve disputes between customers and energy companies.
The service is free for consumers.
However, you cannot normally skip your supplier’s complaints process and go straight to the Ombudsman.
First, give the supplier the chance to put things right.
Then go to the Ombudsman if:
eight weeks have passed without a solution
or
you have received a deadlock letter.
What Problems Can It Look At?
The Energy Ombudsman can deal with many common energy disputes.
These can include problems with:
- gas and electricity bills
- smart meters
- customer service
- switching supplier
- energy supply
- the way some energy products or services were sold
However, not every dispute falls within its rules.
So, check that the Ombudsman can deal with your type of complaint before submitting it.
What Evidence Will You Need?
Gather the main information before you start.
You may need:
- supplier name
- account details
- date you first complained
- complaint reference
- bills
- emails or letters
- meter readings
- payment records
- deadlock letter, if you received one
Then explain what happened in date order.
You do not need to make it complicated.
Explain the Problem Clearly
A simple structure works well:
What happened?
When did it happen?
What did you tell the supplier?
What did the supplier do?
Why has that not solved the problem?
What would put it right?
Stick to the facts.
This makes the dispute easier to understand.
What Can the Ombudsman Do?
If the Ombudsman finds that the supplier should put something right, it can require action.
Depending on the case, this could include:
- correcting an account
- removing or changing a charge
- taking another practical action
- apologising
- making a financial award
It can also make recommendations aimed at stopping similar problems happening again.
The exact result depends on the case.
Does the Ombudsman Fine Suppliers?
No.
The Energy Ombudsman resolves individual disputes.
It does not fine energy companies.
That is different from the role of the energy regulator, Ofgem.
So, if your aim is to get your own account or complaint put right, the Ombudsman may be the relevant route.
Should You Stop Paying?
Be careful about simply stopping payments while a complaint is being investigated.
This can create another problem on the account.
If part of the bill is disputed, explain this clearly to your supplier.
If you cannot afford the payments, tell the supplier and ask about an affordable payment plan.
Learn more: Energy Debt and Support →
What If You Need Extra Help?
You can ask for help with an energy complaint.
In England and Wales, Citizens Advice provides free, independent advice.
Different support is available in Scotland.
Extra help may also be available if your circumstances make it difficult to deal with the supplier yourself.
So, do not assume you have to manage a difficult complaint alone.
Complaint Checklist
Before taking your case further, check:
Have I complained to the supplier?
Do I know the date I first complained?
Have eight weeks passed, or do I have a deadlock letter?
Have I kept the important evidence?
Can I explain what went wrong?
Do I know what I want done?
If so, you should have the main information needed to take the next step.
Key Points
- Complain to your supplier first.
- Keep evidence and note the date you complained.
- You can normally go to the Energy Ombudsman after eight weeks if the problem remains unresolved.
- A deadlock letter can let you go sooner.
- Explain clearly what happened and what you want done.
If your supplier cannot resolve the problem, you do not necessarily have to leave it there.
Important Information
Energility provides general information to help you understand energy, household and business costs, services and ways to save money. It is not financial, legal, tax, technical or professional advice.
Prices, tariffs, grants, government schemes, regulations and other information can change. Costs, savings and calculator results are estimates and your actual results may be different.
Before making an important financial decision, signing a contract or carrying out significant work, check the latest information and consider getting advice from a suitably qualified professional where needed.
Energility may receive a commission or other benefit from some links or services. Where this applies, we aim to make it clear. This does not increase the price you pay unless stated otherwise.
Energility
Learn. Compare. Save.