Find out how to make a complaint about your energy supplier, and who to talk to if it can't be resolved.
If you want to make a complaint about your energy supplier these are the steps you need to take:
Step 1: Complain to your energy supplier
Your first step should always be to go to your energy supplier directly.
If it's a simple complaint, it can most likely be resolved with a phone call. Remember to write down the time and date of your call, the name of the person you spoke to and the details of what was said.
If it's more complicated, then it's a good idea to follow up your phone call with a letter or email too, so that you have a record of your correspondence.
When writing your letter or email, remember to include your account number(s) to make it easier for the supplier to deal with your complaint.
Also include photocopies or scans of any relevant paperwork, like your bill. Keep the originals for your records. You could also think about sending your letter by recorded delivery so that you have proof of when it was sent and received.
Step 2: Get in touch with Citizens Advice Consumer Service
If your energy supplier doesn't resolve your complaint, then you should get in touch with Citizens Advice.
Your first port of call should be the Citizens Advice 'Adviceguide'. The Adviceguide will tell you what your rights are and should give you advice on what to do next. It also has a section just for energy supplier complaints.
Citizens Advice won't usually be able to handle your complaint on your behalf unless you're deemed to be vulnerable customer.
How to contact Citizens Advice Consumer Service:
- Citizens Advice Consumer Service
- PO Box 833
- Moulten Park
- NN3 0AN
08454 04 05 06
Step 3: Contact the Energy Ombudsman
The Energy Ombudsman can help you to get practical action, an apology or explanation, or a financial award to resolve your complaint with your energy supplier.
You can go to the Energy Ombudsman if:
- your complaint is with British Gas, EDF, E.ON, npower, ScottishPower or SSE and your complaint hasn't been resolved within eight weeks;
- you're with a smaller supplier and your complaint hasn't been resolved with 12 weeks;
- if your supplier says that your complaint is 'deadlocked' you can go to the Energy Ombudsman.
The Ombudsman can also deal with:
- problems with energy bills;
- problems resulting from an energy company's sales activity;
- problems resulting from switching gas or electricity supplier;
- physical problems relating to the supply of energy to a home or small business, such as power cuts and connections;
- microgeneration and Feed-in tariffs.
The Ombudsman cannot deal with:
- decisions made by an energy company about the prices it charges;
- cases it considers to be malicious or unjustified;
- complaints about liquid petroleum gas (LPG);
- problems it thinks would be better dealt with by the courts or other complaints procedures.
The Energy Ombudsman can only help if you have a complaint with the companies which participate in the scheme. See a list of participating companies.
How to contact the Energy Ombudsman
- Ombudsman Services: Energy
- PO Box 966
- WA4 9DF
0330 440 1624 or 01925 530263
0330 440 1600 or 01925 430886
0330 440 1625 or 01925 530264