Complaining About Your Energy Supplier
How to complain about gas or electricity bills, service, or switching problems to your supplier and the Energy Ombudsman.
Overview
Energy suppliers in the UK are regulated by Ofgem and must comply with licence conditions covering billing, customer service, and switching. If you have a complaint about your energy supplier — whether about billing errors, estimated meter readings, service quality, or problems switching supplier — there is a clear complaints process. If the supplier does not resolve your complaint within 8 weeks (or issues a 'deadlock' letter), you can escalate to the Energy Ombudsman, whose decisions are binding on the supplier.
Step-by-Step Process
Complain to Your Supplier First
Contact your energy supplier's complaints department (by phone, email, or through their website). Clearly explain the problem and what you want them to do. Keep a record of all correspondence.
- Quote your account number and any previous reference numbers
- Set out a clear timeline of the issue
Allow 8 Weeks for Resolution
Give your supplier up to 8 weeks to resolve the complaint. If they issue a 'deadlock' letter (stating they cannot resolve the complaint), you can go to the Ombudsman immediately without waiting 8 weeks.
Escalate to the Energy Ombudsman
If unresolved after 8 weeks or at deadlock, complain to the Energy Ombudsman at energyombudsman.org. The Ombudsman is free to use. They will investigate and can order the supplier to apologise, take corrective action, or pay compensation.
- You must escalate within 12 months of receiving a deadlock letter or within 12 months after the 8-week period ends
Report Regulatory Breaches to Ofgem
If you believe your supplier is breaching its licence conditions (e.g., disconnecting you unlawfully, failing to apply the price cap), you can report this to Ofgem. Ofgem does not handle individual complaints but uses reports to inform enforcement action.
Costs
Important Warnings
Your energy supplier cannot disconnect you if you are a vulnerable customer or during winter without following specific safeguards.
If you are on a prepayment meter and cannot afford to top up, contact your supplier immediately — they are required to offer support.
Smart meter complaints should be directed to your supplier, not the smart meter installation company.