Introduction to Complaining to Your Energy Supplier
When you rely on your energy supplier for essential services like gas and electricity, it’s important to expect fair treatment and reliable support. Sometimes, things go wrong – perhaps you’ve experienced incorrect bills, unexpected price hikes, poor customer service, frequent power cuts, or delays in fixing supply issues. In these situations, making a formal complaint is often the best way to get your problem resolved.
As a consumer in the UK, you have strong legal rights when dealing with energy suppliers. These rights are protected under laws such as the Consumer Rights Act 2015 and regulations set by Ofgem, the energy regulator. You are entitled to accurate bills, clear information about your contract, and a prompt response to any complaints. If your supplier fails to meet these obligations, you have the right to seek a solution – and, in some cases, compensation.
Raising your complaint in writing is an important first step. A clear, formal letter helps you explain your issue, set out what you want to happen next, and creates a record of your communication. This can be crucial if you need to escalate your complaint later, for example to the Energy Ombudsman.
On this page, you’ll find a step-by-step guide and a template letter to help you make your complaint as effective as possible. Whether you’re dealing with problems with your energy supply or supplier, or simply want to ensure your rights are respected, using a formal letter is a practical way to start resolving the issue.
How to Write a Complaint Letter to Your Energy Supplier
When you need to make a formal complaint to your energy supplier, writing a clear and well-structured letter is an important first step. Here’s how you can ensure your complaint is taken seriously and dealt with efficiently.
What to Include in Your Complaint Letter
Your letter should contain all the key details your supplier needs to identify your account and understand your issue. Make sure to include:
Your full name and address: So the supplier knows who you are and where you live.
Your account number: This is usually found on your bill or online account, and helps the supplier locate your records quickly.
A clear description of the problem: Explain what has happened, including any relevant details (for example, incorrect billing, poor customer service, or supply interruptions).
Key dates: Note when the problem started, any previous contact you’ve had with the supplier, and when you expect a response.
What you want the supplier to do: State clearly what resolution you are seeking, such as a refund, correction of a bill, or an apology.
Tips for Tone and Clarity
It’s best to keep your letter polite but firm. Avoid using aggressive language or making accusations, as this can delay the resolution process. Instead, stick to the facts and explain how the issue has affected you. This approach is more likely to encourage a helpful response from your supplier.
Organising Your Letter
Structure your letter logically to make it easy for the supplier to follow. Here’s a suggested order:
Introduction: State that you are making a formal complaint, and provide your account details.
Description of the issue: Clearly outline what has gone wrong, referencing dates and previous correspondence if applicable.
Impact: Briefly mention how the problem has affected you (for example, financial loss or inconvenience).
What you want done: Specify the action you expect from the supplier.
Closing: Request a response within a reasonable timeframe (such as 14 days), and thank them for their attention.
If you need help getting started, take a look at our letter templates for gas and electric issues for ready-made examples you can adapt to suit your situation.
Keep a Copy for Your Records
Always keep a copy of your complaint letter and any supporting documents you send. This will be useful if you need to follow up with the supplier or escalate your complaint to the Energy Ombudsman or another regulatory body later on.
By including all the right information, keeping your tone professional, and organising your letter clearly, you’ll give your complaint the best chance of being resolved quickly and fairly.
Template Letter to Complain to Your Energy Supplier
Template Letter to Complain to Your Energy Supplier
If you have a problem with your energy supplier – such as incorrect bills, poor customer service, or issues with your meter – writing a formal complaint letter is an important first step. A clear, well-structured letter helps set out your concerns and what you want done to resolve them. Below, you’ll find a simple, fill-in-the-blanks template you can adapt to your situation.
When using this template, remember to:
Personalise it with your own details and specific circumstances.
Keep your explanation factual and polite.
Attach copies (not originals) of any relevant documents, such as bills or previous correspondence.
Legal context: Under the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008, energy suppliers in the UK must have clear procedures for handling complaints. Writing a formal letter helps you follow these procedures and provides a record if you need to escalate your complaint later.
[Your Name]
[Your Address]
[Postcode]
[Account Number, if available]
[Date]
Customer Complaints Department
[Energy Supplier’s Name]
[Supplier’s Address]
Dear Sir or Madam,
Re: Complaint about [brief description of issue, e.g. incorrect billing, poor service, etc.]
I am writing to formally raise a complaint regarding my energy account (account number: [insert number]) with your company.
1. What is the problem?
[Briefly explain the issue. For example:
On [date], I received a bill for £[amount] which I believe is incorrect because [explain why, e.g. the meter reading is wrong, I have already paid, etc.].
OR
I have experienced repeated problems with my gas supply since [date], including [describe issues].]
2. What have you done so far?
[I have already contacted your customer service team by [phone/email/letter] on [date], but the problem has not been resolved. (If you have a reference number for your previous contact, include it here.)]
3. What do you want the supplier to do?
[I would like you to [state the outcome you want, e.g. correct the bill, refund the overpayment, send an engineer to check the meter, etc.].
I would appreciate a written response within [10 working days, or a reasonable timeframe].]
Please let me know if you need any further information from me. I have attached copies of [list any supporting documents, such as bills or previous correspondence].
I look forward to your prompt response.
Yours faithfully,
[Your Signature (if sending by post)]
[Your Name]
Practical advice:
Always keep a copy of your letter and any replies you receive.
If you send the letter by post, consider using recorded delivery.
If you email your complaint, save a copy and request a read receipt if possible.
Common questions:
Do I need to use this exact format?
No, but following this structure helps make your complaint clear and complete.
What if my supplier doesn’t respond?
If you do not receive a satisfactory response within eight weeks, or if you are unhappy with the outcome, you may have the right to escalate your complaint to the Energy Ombudsman.
What information should I include?
Be as specific as possible – include dates, account numbers, and copies of relevant documents. This helps your supplier investigate and resolve your complaint more quickly.
By using this template and keeping your communication factual and polite, you give yourself the best chance of resolving your issue efficiently.
Common Issues You May Need to Complain About
When dealing with your energy supplier, there are several common issues that might lead you to make a formal complaint. Understanding these problems can help you decide how best to approach your supplier and which type of complaint letter to use.
Typical Problems to Complain About
1. Billing Errors
Many customers experience mistakes on their energy bills, such as being overcharged, receiving estimated bills when actual readings are available, or not being credited for payments made. If you notice a discrepancy on your bill, first check your meter readings and payment records. If the issue persists, a general complaint letter is usually the right starting point. For more complex cases, such as being billed for energy used over a year ago, you may want to complain to a supplier about back billing.
2. Supply Interruptions
Unexpected power cuts or gas outages can be disruptive and may even pose safety risks. If your energy supply is interrupted without warning or you’re not given clear reasons or updates, you have the right to complain. Suppliers are required to adhere to the Guaranteed Standards set by Ofgem, which outline compensation for certain types of supply failures.
3. Poor Customer Service
If you feel your supplier has not handled your enquiries properly – perhaps by failing to respond, providing incorrect information, or treating you unfairly – you can raise a complaint. Suppliers are expected to resolve complaints promptly and fairly under Ofgem’s standards of conduct.
4. Meter Problems
Faulty, inaccurate, or inaccessible meters can cause billing issues and inconvenience. If you believe your meter is not working correctly, or if you have difficulty accessing it for readings, you should refer to issues with your energy meter to understand your rights and the steps you can take.
5. Unauthorised Transfers
Sometimes, customers find their energy account has been switched to another supplier without their consent – a process known as “erroneous transfer.” This can lead to confusion, billing problems, and even loss of supply. In such cases, it’s best to use a specific template to complain to your energy supplier about transfer without consent.
Choosing the Right Complaint Letter
For most general issues – like billing mistakes, service interruptions, or customer service complaints – a standard complaint letter is suitable. This allows you to clearly set out your problem and what resolution you are seeking. However, for specific scenarios such as back billing or unauthorised supplier transfers, it’s advisable to use a tailored letter template that addresses the particular legal and regulatory points involved.
If your complaint relates to one of these specific situations, follow the relevant guidance and use the appropriate template linked above to strengthen your case and increase your chances of a swift resolution.
What to Do If You Are Struggling With Energy Bills
If you’re finding it hard to pay your energy bills, it’s important to know that you have rights and options to help you manage the situation. Energy suppliers in the UK are required by law to treat customers fairly, especially those who are struggling financially. Under Ofgem rules, your supplier must work with you to agree on an affordable payment plan and should not disconnect your energy supply if you’ve told them you’re having difficulties.
Contact your supplier as soon as possible if you’re worried about falling behind. The sooner you get in touch, the more options you’ll have. When writing your complaint letter, make sure to clearly state that you’re experiencing payment difficulties – this helps your supplier understand your situation and provide the right support.
You can ask your supplier about:
Setting up a payment plan based on what you can afford
Reviewing your current tariff to see if you could save money
Pausing debt collection or agreeing to a temporary payment freeze
There are also various forms of financial help available if you’re struggling to pay your energy bills. You might qualify for grants and benefits to help you pay your energy bills, such as the Warm Home Discount, Winter Fuel Payment, or specific hardship funds offered by energy companies.
In addition to financial support, you can take steps to reduce your overall energy costs. For practical ways to save money on your bills and make your home more energy-efficient, see cut your UK energy bills: expert tips, grants & support.
Remember, you are not alone – many people face difficulties with energy bills, and there is help available. Taking action early and knowing your rights can make a big difference in managing your energy costs and finding a solution that works for you.
Next Steps After Sending Your Complaint Letter
After you’ve sent your complaint letter to your energy supplier, it’s important to know what to expect and what steps you can take if your issue isn’t resolved.
What Happens Next?
By law, your energy supplier must handle your complaint fairly and within a reasonable timeframe. Most suppliers aim to respond within 8 weeks, but many will reply sooner. You should receive an initial acknowledgement of your complaint, followed by a full response that explains their decision or the action they’ll take.
Possible outcomes include:
An apology and explanation of what went wrong
A correction of the mistake (such as adjusting your bill)
Compensation, if appropriate
Keep copies of all correspondence and make a note of any phone calls, including dates and the names of people you speak to.
Escalating Your Complaint
If you don’t receive a satisfactory response within 8 weeks, or if you’re unhappy with the supplier’s final decision (known as a ‘deadlock letter’), you have the right to escalate your complaint. In the UK, you can take your case to the Energy Ombudsman, who will review the issue independently and can require the supplier to resolve the problem, apologise, or pay compensation.
Considering Switching Suppliers
If your complaint remains unresolved or you’re unhappy with your supplier’s service, you might consider switching to a new provider. If you use a prepayment meter, you can use our letter to switch energy supplier if you have a prepayment meter to help start the process. Make sure any outstanding complaints or debts are addressed before switching, as this can affect your ability to move to a new supplier.
Managing Repayments and Debt
If your complaint involves unpaid bills or debt, it’s important to continue making payments you can afford while your issue is being resolved. This helps show you’re acting in good faith. You can use our letter for repaying debt to your energy supplier to set up a manageable repayment plan and explain your situation to your supplier.
Remember, energy suppliers are required to treat customers fairly under Ofgem rules, especially if you’re in a vulnerable situation or struggling to pay. If you’re unsure about your rights or need further support, keep records and consider seeking independent advice.
By following these steps, you can make sure your complaint is taken seriously and increase your chances of a fair outcome.
Additional Resources and Related Letters
If your situation doesn’t quite match the example complaint letter above, there are other templates and resources that can help you address specific energy supplier issues. Using the right letter for your circumstances can make your complaint clearer and increase your chances of a quick resolution.
For example, if you believe you were misled when signing up for your energy contract, you may want to use the letter to complain about energy mis-selling. This template is designed to help you explain how you were mis-sold a product or service, which is a breach of consumer protection laws such as the Consumer Protection from Unfair Trading Regulations 2008.
If your supplier has sent you a bill for energy used more than 12 months ago, you may have a right to challenge it under Ofgem’s back billing rules. You can use the complain to a supplier about back billing template to dispute charges that fall outside the allowed timeframe.
For customers who are facing debt with their energy supplier, it’s important to communicate clearly and propose a realistic repayment plan. The letter for repaying debt to your energy supplier provides a structure for requesting manageable repayment terms, in line with the supplier’s obligations under the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.
If your energy supply was switched to another company without your permission, you have the right to complain and ask for a resolution. The letter to complain to energy supplier about transfer without consent can help you challenge unauthorised transfers, a practice prohibited by Ofgem’s rules on supplier switching.
Prepayment meter customers who want to switch suppliers may face different challenges. The letter to switch energy supplier if you have a prepayment meter template guides you through the process of requesting a switch, ensuring your rights under the energy supply licence conditions are respected.
For a broader overview of all available templates and advice on handling gas and electric issues, visit our collection of letter templates for gas and electric issues. Exploring these resources can help you understand your rights, take the right steps, and resolve your energy dispute more effectively.
