Introduction to Complaining About Your Energy Supplier
If you’re experiencing issues with your gas or electricity supplier – such as incorrect bills, unexpected price increases, poor customer service, or problems switching providers – you have the right to complain and seek a resolution. Complaints can also cover issues like delays in setting up your account, problems with your meter, or disputes over tariffs. In the UK, energy suppliers are regulated by Ofgem and must follow strict rules to treat customers fairly. This means you’re protected by consumer laws, including the Consumer Rights Act 2015 and the rules set out in your supplier’s licence.
Making a clear and effective complaint is important. It helps your supplier understand your issue and increases the chances of a quick resolution. When you raise a complaint, you should provide as much detail as possible, keep records of all communication, and know what outcome you’re seeking – whether it’s a corrected bill, compensation, or an apology.
This page will guide you through each step of the complaints process, from contacting your supplier and explaining your problem, to escalating the issue if it isn’t resolved. You’ll learn about your legal rights as an energy customer, what to expect from your supplier, and what to do if you’re not satisfied with their response. If you’re looking for a wider overview of your rights and the complaints process, you can also find more information on how to complain about an energy company.
Whether your problem is big or small, knowing your rights and how to make your voice heard is the first step to getting things put right.
Common Problems to Complain About
When dealing with your gas or electricity supplier, several issues can arise that may lead you to make a complaint. Understanding the nature of your problem is the first step towards resolving it effectively. Below are some of the most common reasons customers contact their energy supplier with concerns:
Billing Errors
Billing issues are among the most frequent complaints. You might notice incorrect charges, estimated bills that don’t reflect your actual usage, or unexplained changes in your tariff. Sometimes, bills arrive late or not at all, making it difficult to keep track of your payments. If you’re facing any of these issues, it’s important to check your bill details carefully and compare them with your meter readings. For more information on what can go wrong with your bills and how to address it, see our guide on problems with your energy bill.
Meter Problems
Faulty meters can lead to inaccurate readings and unexpected charges. You may find that your meter is not recording your usage correctly, is difficult to access, or has stopped working altogether. In some cases, you might be billed for energy you haven’t used because of a meter error. If you suspect a problem with your meter, report it to your supplier as soon as possible.
Poor Customer Service
Good customer service is essential, especially when dealing with important household utilities. Complaints often arise when suppliers are slow to respond, provide unclear information, or fail to resolve issues within a reasonable timeframe. You have the right to expect clear communication and fair treatment from your supplier at all times.
Supply Interruptions
Unexpected interruptions to your gas or electricity supply can be both inconvenient and worrying. Frequent or prolonged outages, without clear communication or explanation from your supplier, are valid reasons to complain. Suppliers are required by law to maintain a reliable supply and to provide compensation in certain circumstances under the Electricity Act 1989 and the Gas Act 1986.
Other Common Issues
You may also wish to complain about problems such as delays in switching suppliers, disputes over contract terms, or being put on a tariff you didn’t agree to. If you are in a vulnerable situation – such as being elderly, disabled, or reliant on medical equipment – suppliers have additional responsibilities to support you under Ofgem’s rules.
Clearly identifying the type of problem you have will help you explain your situation when making a complaint. Gather any relevant documents, such as bills, letters, or emails, and note down important dates and details. This preparation can make the complaints process smoother and increase the chances of a quick resolution.
How to Make a Complaint to Your Energy Supplier
When you have a problem with your gas or electricity supplier – such as an incorrect bill, unexplained charges, or poor customer service – it’s important to raise your complaint clearly and promptly. Here’s a step-by-step guide to help you make your complaint as effective as possible:
1. Gather Key Information
Before you contact your supplier, collect all the details you’ll need. This should include:
Your account number or customer reference.
The date the problem started.
A clear description of the issue (for example, “My bill for May 2024 is much higher than usual and I haven’t changed my energy usage”).
Copies of any relevant documents, such as bills, emails, or letters.
Having this information ready will make it easier for your supplier to investigate and resolve your complaint.
2. Decide How to Contact Your Supplier
Energy suppliers must offer several ways for customers to get in touch. You can usually complain by:
Phone: Calling customer service is often the quickest way to explain your issue, but make sure to write down the date and time of your call, the name of the person you spoke to, and what was discussed.
Email or Online Form: Most suppliers have a dedicated complaints email address or an online form on their website. This method provides a written record of your complaint.
Letter: You can write a formal letter, which is useful if you want a physical record. Send it by recorded delivery if possible, so you have proof it was received.
Check your supplier’s website or your latest bill for their preferred contact details.
3. Clearly Explain Your Complaint
When making your complaint, be clear and concise. State:
What has gone wrong.
When the problem occurred.
What you would like your supplier to do to put things right (such as correcting a bill, issuing a refund, or providing an apology).
The more specific you are, the easier it will be for your supplier to understand and address your complaint.
4. Keep Records of All Communications
It’s important to keep a record of every interaction you have with your supplier about your complaint. Save copies of emails, letters, and online submissions. If you speak on the phone, make notes of the conversation, including the date, time, and the name of the person you spoke to. These records will be useful if you need to escalate your complaint later.
5. Know Your Rights and What to Expect
Energy suppliers in the UK must follow rules set by Ofgem, the energy regulator. They are required to handle complaints fairly, promptly, and free of charge. Suppliers should acknowledge your complaint, investigate it, and let you know the outcome – usually within eight weeks. If you’re unsure about the process or your rights, you can read more about how to complain about an energy company and what to expect.
If your supplier doesn’t resolve your complaint within eight weeks, or you’re unhappy with their response, you may have the right to take your complaint further. For more information on your next steps, see our guidance on escalating unresolved complaints.
By following these steps and keeping thorough records, you’ll be in a strong position to have your issue resolved efficiently.
What to Expect from Your Energy Supplier After You Complain
What to Expect from Your Energy Supplier After You Complain
When you make a complaint to your energy supplier, you have certain rights under UK law, and your supplier has clear obligations to you. Here’s what you can expect after you raise a problem with your gas or electricity company.
Acknowledgement of Your Complaint
By law, your energy supplier must acknowledge your complaint promptly. Most suppliers will confirm they have received your complaint within a few working days, often in writing or by email. This acknowledgement should include a summary of your complaint and let you know what to expect next. Under Ofgem’s Standards of Conduct, suppliers are required to treat customers fairly and communicate in a clear, timely manner.
Investigation and Response Process
After your complaint is acknowledged, your supplier will begin investigating the issue. This may involve reviewing your account, checking billing records, or speaking to relevant staff. You should receive regular updates on the progress of your complaint, and your supplier should make every effort to resolve the issue as quickly as possible.
Suppliers are expected to provide a clear explanation of what went wrong and what steps they are taking to put things right. If your complaint is about a bill, for example, they should explain any discrepancies and provide an amended bill if necessary.
Timeframes for Resolving Complaints
Energy suppliers must try to resolve complaints within eight weeks, as set out by Ofgem’s complaint handling rules and the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. In many cases, issues are sorted out much sooner. If your complaint has not been resolved to your satisfaction after eight weeks, or if you receive a “deadlock letter” (a final response stating the supplier cannot do anything more), you have the right to escalate your complaint.
Possible Outcomes
Depending on the nature of your complaint, there are several possible outcomes:
Resolution: The supplier may fix the problem, such as correcting a billing error or restoring your service.
Compensation: If you have suffered inconvenience or financial loss, you may be offered compensation. The amount will depend on the circumstances and what is considered fair.
Further Investigation: If the issue is complex, the supplier may need more time to investigate. They should keep you informed about any delays and explain why further checks are needed.
If You’re Not Satisfied with the Supplier’s Reply
If you feel the response from your supplier is unsatisfactory – perhaps they have not addressed your concerns, or you disagree with their findings – you don’t have to accept their decision. You can reply to your supplier, explaining why you’re unhappy and asking for further action or clarification. Make sure to keep a record of all correspondence and any evidence related to your complaint.
If, after eight weeks, your complaint is still unresolved, or you receive a deadlock letter, you can take your complaint further by contacting the Energy Ombudsman. The Ombudsman is an independent body that can review your case and make a binding decision.
Remember, you have the right to be treated fairly and to have your complaint taken seriously. Don’t hesitate to follow up or seek further help if you’re not satisfied with the outcome.
Your Rights and Options if the Problem Isn’t Resolved
If your energy supplier hasn’t resolved your complaint to your satisfaction, you have important rights and further options to pursue. Here’s what you need to know if you’re still unhappy after following your supplier’s complaints process:
Your Right to Escalate the Complaint
You have the right to escalate your complaint if your supplier either doesn’t respond within eight weeks or gives you a final response you’re not happy with. This is protected under rules set by Ofgem, the energy regulator, which require suppliers to handle complaints fairly and promptly.
The Role of the Energy Ombudsman
If you’re unable to reach a satisfactory resolution with your supplier, you can take your complaint to the Energy Ombudsman. The Ombudsman is an independent organisation that helps resolve disputes between energy customers and suppliers, free of charge. They can look at your case, investigate what happened, and make recommendations to put things right. This might include having your issue fixed, receiving an apology, or even compensation if appropriate.
How to Complain to the Energy Ombudsman
You can complain to the Energy Ombudsman if:
It’s been eight weeks since you first raised your complaint with your supplier and you haven’t had a satisfactory response, or
You’ve received a ‘deadlock letter’ from your supplier (a formal letter stating they can do no more to resolve your issue).
You must usually bring your complaint to the Ombudsman within 12 months of receiving the deadlock letter or the supplier’s final response. The Ombudsman will review the evidence from both sides and make a decision that the supplier must follow if you accept their findings.
Other Support and Next Steps
If you need further advice before or after contacting the Ombudsman, you can get help from consumer advice services, such as Citizens Advice. They can offer guidance on your rights and the best way to present your complaint. In rare cases, if you believe your supplier is breaking the rules or acting unfairly, you can also report them to the energy regulator.
Remember, you’re protected by consumer law and energy regulations, including the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. These rules ensure your complaint is taken seriously and that you have access to independent resolution if needed.
If your issue isn’t resolved, don’t hesitate to take the next step – your rights are there to protect you.
Additional Support and Advice for Energy Customers
If you’re struggling to pay your energy bills or manage your energy costs, you may be entitled to extra support from your supplier. Energy companies in the UK are required by law to provide additional help to customers in vulnerable situations – for example, if you have a long-term health condition, are elderly, live with young children, or receive certain benefits. This support can include payment plans, grants, or priority services.
If you use oil, LPG, coal, or other fuels to heat your home instead of mains gas or electricity, there may also be specific schemes to help with your costs. You can find out more about help with bills if you use alternative fuels, including what support is available and how to apply.
Taking steps to manage your energy use can also make a big difference. Simple actions like checking your meter readings regularly, using energy-efficient appliances, and identifying any unusual increases in your bills can help you spot problems early and reduce your costs. For more practical ideas, see our energy management tips.
If you think you need more help, it’s a good idea to speak to your supplier directly about what support they can offer. Many suppliers have dedicated teams to help customers who are facing financial difficulties or other challenges. You can learn more about getting extra support from your energy supplier, including how to ask for help and what you might be entitled to.
Getting support can make it easier to manage your bills and keep your home warm while your complaint is being looked into. Remember, your supplier has a duty to treat you fairly and should not disconnect your supply while your complaint is unresolved, especially if you have told them you are vulnerable or struggling financially. Don’t hesitate to ask for the help you need – these services are there to support you.
Understanding Your Energy Bill and Your Rights
Understanding Your Energy Bill and Your Rights
Understanding your energy bill is the first step in spotting problems and making sure you’re being charged correctly. Energy bills can sometimes be confusing, but taking the time to check them carefully can help you identify issues such as unexpected charges, estimated readings, or incorrect tariffs. If something doesn’t look right, you have the right to question it and ask your supplier for a clear explanation.
As a consumer in the UK, you are protected by rules that require energy suppliers to provide accurate and transparent billing. The Energy Supply Licence Conditions set out that suppliers must ensure bills are clear, easy to understand, and based on actual meter readings whenever possible. You are entitled to know exactly what you are being charged for, how your usage is calculated, and when payments are due.
Here are some practical steps to help you stay in control:
Check your bills regularly: Look for any unusual charges, estimated readings, or changes in your tariff. If you spot something unfamiliar, contact your supplier and ask them to explain.
Keep your own meter readings: Submitting regular meter readings helps ensure you’re billed for what you actually use, not just estimates.
Understand your tariff: Make sure you know what type of tariff you are on and whether it’s the best option for your needs.
Ask for help if you need it: If your bill is unclear or you have trouble understanding it, you can ask your supplier to explain it in plain language.
It’s also important to be aware of your rights to avoid falling victim to scams or misleading information. Official guides, such as the UK energy bill guide: know your rights and avoid fraud, can help you understand your consumer rights and how to spot fraudulent activity. Familiarising yourself with these resources ensures you’re better equipped to challenge mistakes and protect yourself from potential scams.
Remember, you have the right to accurate billing and clear information from your energy supplier. If you feel your rights are not being respected, or if your supplier is unable or unwilling to resolve your concerns, you have options for escalating your complaint. Taking these steps early can help prevent small issues from becoming bigger problems.
