How to complain to your energy supplier
It could be a dispute over your bills, or maybe you’ve received poor customer service. If you need to make a complaint to your energy supplier, our guide will help you through the dispute resolution process.
Key points
If you have an issue with your energy supplier, it’s best to contact them directly first
If the problem isn’t resolved within eight weeks, you can escalate it to the energy ombudsman
The ombudsman can make suppliers correct issues, explain problems, apologise, and pay compensation
Complain directly to your supplier
It’s always better to speak directly with your supplier and go through their complaints handling department first. In many cases, your complaint can be resolved this way without having to take further action.
Our supplier guide pages can help you find the relevant contact details for your particular provider, or you can look at our table below for contact details of the 'Big Six' providers:
Supplier | Complaints phone number | Online helpdesk | Complaints email address |
|---|---|---|---|
British Gas | 0333 202 9832 | N/A - make a complaint via its website | |
EDF Energy | 0333 006 9950 | ||
EON | 0808 501 5200 | ||
nPower | 0800 138 2322 | N/A - use its online form at https://npowerbusinesssolutions.com/complaints/form | |
Scottish Power | 0345 270 0700 | https://www.scottishpower.co.uk/support-centre/complaints or use its live chat in the ScottishPower app | |
SSE | 0345 725 2526 |
Before picking up the phone, make sure you’re fully equipped with the relevant information to make the dispute resolution process smoother.
Have your customer reference number to hand - this should be on the top of your latest bill - and it might also be worth making a note of your meter reading if you have one.
During the call, take notes of any important details and be sure to ask questions if you don't understand something. Make a record of the time and date of the call and also the name of the person you spoke to.
Your complaint should be escalated through the company in accordance with its complaints handling procedure - details should be available on your supplier's website.
Make your complaint in writing
While you can make a complaint via a phone call, you should put pen to paper (or hands to keyboard) and write the complaint as a letter or email.
State within the letter/email that it is a complaint, and make sure you save a copy for yourself for future reference.
Depending on the nature of your complaint, you could also include copies of bills, tariffs or previous correspondence. And if you have a case reference number, include that too.
If you're sending a letter of complaint by post, it's worth getting recorded delivery as it allows you to track the letter and prove it was sent.
If the complaint is unresolved, contact the Energy Ombudsman
If eight weeks have passed after your initial complaint and the issue has not been resolved, or you are unsatisfied with your supplier's response, you can escalate the problem to the Energy Ombudsman.
The ombudsman is a free and impartial service that can make suppliers correct problems, explain what caused the original issue, apologise and pay compensation. It works independently of Ofgem, and its decisions are binding.
If you and your supplier can't reach an agreement on how to solve a problem, the supplier should send you a 'deadlock letter' - this is a final written response stating that they do not have the ability to resolve the dispute.
Once you've received a deadlock letter, you can escalate your complaint to the ombudsman (even if it's before the eight-week deadline).
How to raise a complaint with the Energy Ombudsman
You can use the Energy Ombudsman website to raise a complaint, starting by searching for your supplier there. Other ways to contact them include:
Calling on 0330 440 1624
Emailing enquiry@energyombudsman.org
Writing to: Energy Ombudsman, P.O. Box 966, Warrington WA4 9DF
If you're visually or hearing impaired, the ombudsman offers additional services to make its site accessible to people - email accessibility@energyombudsman.org for extra help.
Once you have registered your complaint with the Energy Ombudsman, you’ll have 14 days to send any supporting evidence. Suppliers will also have this time to send in information and the problem may be solved at this point.
If not, the ombudsman will take up to six weeks to reach a fair and impartial decision. If you do not agree with the decision, you can take your dispute with the supplier to court.
Once you accept a decision, suppliers then have 28 days to implement it. If they fail to do this, the Ombudsman will follow up on your behalf.
However, the ombudsman cannot punish companies, impose fines or tell companies how to operate.
What are the outcomes of escalating a dispute via the Energy Ombudsman?
Here is everything you need to know about what the Energy Ombudsman can and cannot do:
Take practical action to resolve your problem, such as crediting your account or changing your tariff
Tell companies to make an apology
Instruct companies to pay compensation
Make recommendations to avoid similar problems in future
Punish companies
Impose fines
Tell companies how to operate
While the Energy Ombudsman cannot impose fines on suppliers, it can order them to pay compensation.
The usual amount is £50, known as a Time and Trouble Award. However, the amount can go up to £10,000, depending on the size and complexity of the complaint.
What they can do
What they can't do
Can the Ombudsman get me compensation?
Speak with the Citizens Advice Bureau
In addition to the ombudsman, you can also contact Citizens Advice for free energy-related consumer advice. You can:
Call its consumer helpline on 0808 223 1133
Get in touch via online live chat or web form (both available on its website)
Can I complain about my business energy supplier?
If you’re unhappy with your current business energy supplier, you can complain in exactly the same way as you about your domestic supplier. Again, you’ll first need to raise the issue with your supplier to give them a chance to resolve it, before escalating your complaint with the ombudsman.
Can I make a complaint to Ofgem?
Ofgem, or The Office of Gas and Electricity Markets, is the energy regulator for Great Britain. However, you can't complain directly to Ofgem if you have a problem with your energy supplier.
Instead, you should first complain to your supplier (the company providing your energy) or network operator (the company responsible for the pipes and wires that carry energy).
And if you need to escalate the issue, you should take your complaint to the Energy Ombudsman.
If your issue is about Liquefied Petroleum Gas, contact UtilitiesADR
If your complaint is with a Liquefied Petroleum Gas (LPG) energy company, you can get in touch with UtilitiesADR to raise a complaint. It's a free Alternative Dispute Resolution (ADR) scheme that helps resolve disputes between energy suppliers and customers.
Compare and switch providers
If you're unhappy with the service from your provider, it’s worth considering switching your supplier.
Under normal circumstances, this is quick and easy - the switch is fully taken care of by your new supplier.
However, please note that unprecedented market conditions may mean we can't help you switch right now.
To see your current options, compare gas and electricity with our energy comparison service. If you see no tariffs, leave your email address with us and we'll be in touch when you can switch.
