How do I complain about an energy supplier?

When you sign up with a new energy supplier, you will have to sign a contract. This includes the standards of service your energy supplier promises, for example, how often it will read your gas and electricity meters and how it will respond to queries and complaints. 

Where service standards are part of your contract, the energy supplier is legally bound to stick to them.

All gas and electricity companies must also follow Guaranteed Standards of Performance set by regulator Ofgem. These say energy suppliers must pay fixed compensation for things such as power cuts, missed appointments and not responding to queries.

Most complaints about energy companies are about inaccurate, late or unclear bills. In 2005, new standards for bills were introduced to make things easier for consumers after watchdog Energywatch (now part of Consumer Focus) complained to Ofgem, the energy companies' regulator.

For detailed advice on making a complaint to or about your energy company, see our guide to how to complain.