Complaints and the Energy Ombudsman
What to Do When Your Energy Problem Is Not Fixed
Most energy problems can be sorted out by your supplier.
However, this does not always happen.
Perhaps you have called several times, but the problem is still there.
Or you may have been told it was fixed, only to find that nothing has changed.
If this happens, you can make a complaint.
There is also somewhere else to turn if the supplier cannot put things right.
Problem → Complaint → Supplier → Energy Ombudsman
Here is what to do.
Step 1: Tell Your Supplier
Start by contacting your energy supplier.
Explain what has gone wrong.
Then, tell them what you want them to do.
For example, your bill may have the wrong meter reading.
You could say:
“My bill shows a meter reading of 18,450. However, my meter showed 17,920. Please correct the reading and send me a new bill.”
This makes the problem clear.
It also tells the supplier how you want it fixed.
Step 2: Make It a Formal Complaint
Sometimes a normal call is enough.
However, if the problem is not being fixed, tell the supplier that you want to make a formal complaint.
You do not need to write a long letter.
Instead, explain:
- What went wrong
- When it happened
- What you have already done
- What you want the supplier to do
Also, keep the date when you made the complaint.
This is important because you may need it later.
Step 3: Keep Your Evidence
While the supplier looks into the problem, keep anything that may help.
For example:
- Bills
- Meter readings
- Photos
- Emails
- Letters
- Payment records
- Screenshots
Also, keep notes of important phone calls.
Write down the date and what was agreed.
You do not need to record every small detail.
However, you should be able to show what happened if the problem continues.
Step 4: Give the Supplier a Chance to Fix It
Your supplier should look into your complaint.
They may ask you for more information.
If so, provide anything that can help.
Then, check what happens next.
For example, if the supplier sends a new bill, make sure it is now correct.
If they promise a refund, check that the money arrives.
Likewise, if they change a meter reading, make sure the account has also been updated.
A complaint is not fixed just because the supplier says it is.
The actual problem needs to be put right.
What If You Still Cannot Agree?
Sometimes you and the supplier may not agree.
For example, the supplier may say your bill is correct.
However, you may still believe it is wrong.
If the supplier cannot resolve the complaint, it may send you a deadlock letter.
This means the supplier believes it cannot do anything more to settle the complaint with you.
You can then normally take the case to the Energy Ombudsman.
What If Eight Weeks Pass?
You do not have to keep complaining forever.
If eight weeks pass and the problem is still not fixed, you can normally take the complaint to the Energy Ombudsman.
Therefore, there are two main routes:
Deadlock letter → Energy Ombudsman
or
8 weeks without a solution → Energy Ombudsman
This gives you a way forward when the supplier cannot solve the problem.
What Is the Energy Ombudsman?
The Energy Ombudsman is an independent service.
It looks at energy problems that a customer and supplier have been unable to sort out.
For example, it may look at problems with:
- Bills
- Meters
- Switching
- Customer service
- Energy accounts
- Gas or electricity supply
However, the Ombudsman does not simply take the customer’s side.
Instead, it looks at what happened.
It will also look at the evidence from both sides.
Therefore, keeping good records can help.
What Can the Ombudsman Do?
If the Ombudsman decides that the supplier needs to put something right, it can tell the supplier to take action.
For example, the supplier may need to:
- Correct your account
- Fix a problem
- Explain what happened
- Say sorry
- Pay compensation
What happens will depend on the problem.
However, there is an important difference at this stage.
You are no longer simply asking the supplier to look at its own decision again.
Instead, an independent service is looking at the problem.
Make Your Case Easy to Understand
If you take your complaint to the Ombudsman, keep your explanation simple.
Start with:
What happened?
Then explain:
When did you complain?
Next:
What did the supplier do?
After that:
What is still wrong?
Finally:
What do you want done?
This gives the Ombudsman a clear story to follow.
You can then add the bills, photos, emails or other evidence that supports it.
Be Clear About What You Want
Try to explain what would put the problem right.
For example:
“Remove the wrong charges and send me a correct bill.”
Or:
“Add my missing payment to the account and update the balance.”
Or:
“Refund the money you owe me.”
This is much clearer than simply saying that you are unhappy.
What About Compensation?
Sometimes compensation may be due.
However, fixing the main problem should usually come first.
For example, imagine your supplier wrongly says that you owe £2,000.
The first thing you want is for that £2,000 mistake to be corrected.
Therefore, think of it like this:
Fix the problem → Correct the account → Then consider compensation
This keeps the complaint focused on what matters most.
Should You Complain to Ofgem?
Usually, no.
Ofgem regulates the energy market in Great Britain.
However, it does not normally deal with individual complaints between customers and energy suppliers.
Therefore, the normal route is:
Supplier → Energy Ombudsman
Ofgem has a different job.
It sets and checks many of the rules that energy companies must follow.
Can You Get Help With a Complaint?
Yes.
You can ask for independent help if you are unsure what to do.
Citizens Advice can help you understand your rights.
In Scotland, you can also get help from a local Citizens Advice Bureau.
This may be useful if:
- The problem is hard to understand
- You are struggling to deal with the supplier
- You may lose your energy supply
- You need extra support
You do not have to wait until the problem becomes serious before asking for help.
Supplier or Network Company?
There is one more useful difference to understand.
Your energy supplier sends your bills and manages your account.
Your network company looks after the pipes or cables that bring energy to your area.
Therefore, different problems go to different companies.
For example:
Wrong electricity bill → Supplier
Local power cut → Electricity network company
Knowing who deals with the problem can save you time.
The Simple Complaints Journey
If your energy problem is not fixed, follow these steps:
1. Contact the supplier
Explain what is wrong.
2. Make a formal complaint
Be clear that you want the problem recorded as a complaint.
3. Keep evidence
Save useful bills, readings, photos and messages.
4. Keep the complaint date
You may need it later.
5. Check the solution
Make sure the problem has actually been fixed.
6. Take it further if needed
If you receive a deadlock letter, you can normally go to the Energy Ombudsman.
You can also normally go to the Ombudsman if eight weeks pass without a solution.
In Short
If your supplier gets something wrong, start by giving them the chance to fix it.
However, if that does not work, make a formal complaint.
Then, keep your evidence and record the date.
If the supplier cannot solve the problem, there is another step.
Deadlock letter → Energy Ombudsman
or
8 weeks without a solution → Energy Ombudsman
So, you do not have to keep going around in circles with your supplier.
There is a clear route forward.
Most importantly, keep the problem simple.
What went wrong?
What have you done about it?
What still needs to be fixed?
What do you want the supplier to do?
Those four questions can help you stay focused, even when the complaint itself has become complicated.
And that completes our Energy Consumer Law section.
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