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UK Energy Bills

Complaining about your energy supplier

Complain to your supplier first, in writing if you can, and keep a copy. If they don’t sort it out, the Energy Ombudsman can.

The steps

  1. Complain to your supplier. They must try to fix the problem within 8 weeks.Source: Ofgem
  2. Go to the Energy Ombudsman if it isn’t fixed within 8 weeks, you can’t agree a fix, or your supplier sends a deadlock letterSource: Ofgem. After a deadlock letter, you have 12 months to go to the Ombudsman.Source: Energy Ombudsman
  3. If the Ombudsman decides in your favour and you accept, your supplier has 28 days to put it rightSource: Energy Ombudsman.

The Energy Ombudsman is free.Source: Energy Ombudsman Contact it with its online form or on 0330 440 1624.Source: Ofgem

Who else can help

  • Citizens Advice’s free consumer service, 0808 223 1133, helps with energy complaints in England and Wales.Source: Ofgem
  • Ofgem doesn’t handle individual complaints, but it monitors suppliers and can investigate when they break the rules.Source: Ofgem