The voice of the energy industry

How to make a complaint

Energy suppliers take complaints seriously as they show where the supplier is not meeting customers’ expectations. Suppliers always work to ensure customers are treated fairly, and they are committed to providing the customer with better service in a clear and simple way.

Sometimes, things can go wrong with customer service or the accuracy of customers’ bills and/or statements. When things do go wrong, the supplier will do its best to put things right as quick as possible.

If you need to make a complaint, please contact your energy supplier first. When contacting them, make sure that you have details of meter readings, and any relevant information from your bill, so that your query can be dealt with more easily.

Suppliers will make every effort to resolve a complaint within a few days of receiving it. However, in some cases it can take longer to resolve a complaint and energy suppliers have set a time limit of eight weeks to deal with your complaint.

See our video on the complaints process:

Citizens Advice consumer service

Citizens Advice Consumer Service provides free, confidential and impartial advice on a range of energy issues. The Citizens Advice Consumer Service can be contacted on 03454 04 05 06 or you can visit their website.

Vulnerable customers (such as those dealing with disconnection or who are unable to deal with an energy complaint due to their personal circumstances), or those who have a complex complaint and need extra assistance, will be referred to the Extra Help Unit. The Extra Help Unit has a team of specialist case workers who will investigate an issue and negotiate a resolution on behalf of a consumer.

Energy Ombudsman

If your energy supplier hasn’t settled your complaint after eight weeks, you can contact the Energy Ombudsman which is a free, independent and impartial service for domestic and micro business complaints.

The Energy Ombudsman can be contacted on 0330 440 1624 or you can visit their website.

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