Dealing with energy suppliers How to complain

If you are unhappy with the service you've received from your energy supplier

Step one 

Energy companies have to comply with stringent complaint-handling standards drawn up by energy regulator Ofgem.

If you have a complaint about your energy supplier you should contact it in the first instance. Its details will be on your bill. 

Unless it is a simple problem, you should put your complaint in writing, either in a letter or by email. Make sure you keep a copy of anything you send, including energy bills, and note when they were sent.

If your problem involves energy billing or meter readings, it is important to make a note of gas and electricity meter readings, and to record the dates on which they were taken.

Step two  

If your energy supplier doesn't resolve the problem, or if you are unhappy with its response, contact Consumer Direct for further advice about your options for getting your complaint resolved.

Consumer Direct is the Government's consumer helpline providing advice for consumers over the phone or online.

It can give advice but cannot take up your complaint with an energy supplier on your behalf. If appropriate, Consumer Direct may forward the details of your complaint to an agency that is authorised to take direct action, such as Trading Standards. 

If you are a vulnerable consumer (such as a low-income household or you receive certain benefits), or if you are off supply or have been threatened with disconnection, Consumer Direct can also refer you to the energy watchdog Consumer Focus which may be able to take up your complaint on your behalf. Consumer Focus cannot take calls directly from consumers, and you'll need to be referred to them by Consumer Direct.

Consumer Direct covers suppliers and customers in England, Wales and Scotland. See the Northern Ireland page of this guide for what to do if you live in Northern Ireland.

Step three

Energy suppliers have a set time limit in which to resolve most complaints. The time limit is eight weeks for the big six energy suppliers (British Gas, E.on, ScottishPower, EDF, Npower and Scottish and Southern Energy) and 12 weeks for smaller suppliers.

If your complaint to your energy supplier reaches a deadlock situation, contact the Energy Supply Ombudsman. A deadlock means you've been through your energy company's complaints procedure and reached a point where your supplier says they can do nothing more to produce a satisfactory solution.You must submit the claim within 9 months of submitting the original complaint to the supplier.

The Ombudsman service is independent and free to use. The Ombudsman has the power to decide what action should be taken and can force an energy supplier to take action. This could be some practical steps to sort your problem out, an apology, explanation or compensation.

You can find out the types of energy problems the Energy Supply Ombudsman can help with on the organisation's website.