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 process.
Go directly to the supplier
Firstly, go straight to the supplier directly as opposed to the ombudsman.
Our supplier guide pages can help you in finding the relevant contact details for your provider.
When picking up the phone, make sure you're fully equipped with the relevant information to make the complaint process that much smoother. Your customer reference number should be on the top of your latest bill.
Once you have spoken to the customer service agent and explained the problem, make a record of the time and date of the call and also the name of the person you spoke to.
Make notes of any important details during the call and be sure to ask questions if you don't understand something.
This will vary dependent on your complaint, but if necessary, collate as much relevant information you can to back up your complaint. This could be copies of bills, tariffs, or previous correspondence. It might also be worth making a note of your meter reading if you have one.
If you cannot resolve your complaint via a phone call, you should put pen to paper and write the complaint as a letter, too. State within the letter that it is a complaint, and make sure you save a copy for yourself for future reference.
Sending your letter of complaint by recorded delivery will allow you to track the letter and prove it was sent, using the receipt.
What if the complaint is still unresolved?
Your complaint should be escalated through the company in accordance to its complaints-handling procedure. Details should be on its website.
If the supplier has not resolved your complaint after eight weeks, or if, after your call, letters and follow-up conversations, you are still not satisfied with how your complaint was handled, you should take it to the energy ombudsman.
The ombudsman service is free to use and independent of gas and electricity suppliers, and of the regulator Ofgem.
You can find the ombudsman service online at http://www.os-energy.org/ or you can contact the service by phone on 0330 440 1264.
Can anyone else help?
Aside from the ombudsman, you could also contact Citizens Advice.
Citizens Advice has taken over the role previously carried out by the government-funded Consumer Direct call centre.
They offer free, impartial advice and can also be reached on 0345 404 0506.
Switch and Save
If your complaint is regarding the costs of your energy bill, it's worth considering switching your supplier, as this is a likely option to help bring down your energy costs.
Switching energy supplier isn't as difficult as you might think, and the process is fully taken care of by your old and new supplier.
Our comparison service will search the market and calculate whether you're currently paying over the odds for your energy.
It's possible you'd be better off financially by switching from your current energy suppliers to the cheaper suppliers and/or tariffs.
To see if you could save money by switching, compare cheap gas and electricity quotes on our energy channel.