Understanding Your Rights as an Energy Consumer
As an energy consumer in the UK, you are protected by a range of rights set out in laws and regulations such as the Gas Act 1986, the Electricity Act 1989, and standards enforced by Ofgem – the independent regulator for gas and electricity markets. These rights mean your energy supplier must treat you fairly, provide clear and accurate bills, and respond to your concerns in a timely manner.
You can expect your energy company to give you reliable service, transparent pricing, and straightforward information about your account. If you have a question about your bill or the quality of service, your supplier is required to deal with your enquiry properly and resolve complaints within a reasonable time.
Before raising a complaint, it’s important to know exactly who supplies your gas or electricity. If you’re unsure, you can find out who your gas or electricity supplier is to make sure your concerns are directed to the right company.
Your rights also protect you during disputes. If you’re not satisfied with how your energy company handles your complaint, you have the right to escalate the issue for independent review. Ofgem provides clear guidance on how to take your complaint further – visit Ofgem for more details.
To understand the bigger picture, you might also want to learn more about your rights and responsibilities as a gas and electricity consumer. This knowledge can help you feel confident when dealing with your supplier and ensure you get the service you are entitled to.
How to Complain to Your Energy Supplier About a Problem
If you have a problem with your gas or electricity supplier – such as billing errors, poor customer service, or issues with your energy meter or supply – you have the right to raise a complaint directly with your energy company. UK energy suppliers are required by law (including rules set by Ofgem, the energy regulator) to have a clear complaints process and to respond within a reasonable time, usually within 8 weeks.
When making a complaint, it’s important to include details such as your account number, a clear description of the issue, and any supporting evidence (like copies of bills or correspondence). This helps your supplier investigate and resolve your complaint more quickly.
For step-by-step guidance on what to include, how to submit your complaint, and what to expect after you’ve raised your concerns, see our detailed advice on how to complain to your energy supplier about a problem.
You can also read more about common issues, such as problems with your energy bill, issues with your energy meter, or problems with your energy supply or supplier, which may help you identify and explain your complaint more clearly.
What to Do If Your Complaint Is Not Resolved
If your energy supplier does not resolve your complaint within eight weeks, or if you’re unhappy with their final response, you have the right to escalate the issue. Under Ofgem regulations, you can take your case to an independent body for a fair review. The Energy Ombudsman is responsible for investigating unresolved disputes between consumers and energy companies, offering a free and impartial service.
Before you contact the Ombudsman, gather all relevant documents, such as your complaint reference number, correspondence with your supplier, and any evidence that supports your case. This will help ensure your complaint is reviewed efficiently.
For step-by-step guidance on how to escalate your issue and what to expect from the process, see our dedicated page on how to complain to the Energy Ombudsman.
Additional Support and Options When Dealing with Energy Company Issues
If you’re experiencing problems with your energy supplier, there are several forms of support and options available to help you manage the situation.
Financial help and advice: If supplier issues are making it difficult to pay your bills, you may be entitled to extra support. There are grants and benefits to help you pay your energy bills and other schemes designed to support households in financial difficulty. You can also get help with your energy bills through additional advice and assistance programmes. For more comprehensive guidance, visit Citizens Advice.
Claiming back credit: If you believe you’ve been overcharged or have paid too much, you have the right to claim back credit from your energy supplier. The Energy Act 2013 and Ofgem regulations require suppliers to refund any credit owed to customers in a timely manner. If you encounter difficulties, you can escalate your complaint through the proper channels – more on this is available under the Energy Act 2013.
Managing your energy use and bills: While your complaint is being resolved, it’s important to keep your energy costs under control. Check out these energy management tips to help you reduce usage and avoid unexpected charges.
Support for small businesses: Small business owners facing issues with their energy supply may have additional rights and support options. For tailored advice, see energy issues for small businesses.
Switching suppliers: If you’re unhappy with how your current supplier is handling your complaint, you may wish to consider switching energy supplier. The process is straightforward, and consumer protection laws ensure you won’t be left without supply during the switch.
Avoiding scams: Unfortunately, some scams target people dealing with energy companies. To keep your information and money safe, read these spotting and avoiding scams expert tips before sharing any personal details or making payments.
For further information on your legal rights and the steps you can take, Citizens Advice offers detailed guidance for all types of energy supply issues.
Related Topics to Explore
If you want to understand your options or take further action, there are several related topics worth exploring. Learning more about choosing your energy tariff can help you select the best plan for your needs and avoid future disputes. You may also want to compare UK energy suppliers to see if switching could save you money or improve your service.
If you’re moving, check out moving home – energy supply considerations for guidance on your rights and responsibilities under Ofgem rules. To reduce the chances of billing problems, visit save energy at home for practical tips on lowering your usage and costs.
For help with complaints beyond energy bills, you can find a useful letter to complain about a phone, TV or internet bill, which offers a template you can adapt for other services. Exploring these topics can help you make informed decisions and better understand your consumer rights.
