How much does it cost?

Main outlays are: Complaining to supplier — Free; Energy Ombudsman — Free. Court fees often qualify for Help with Fees remission if you're on a low income. Solicitor fees are extra and vary widely — many matters can be done as a litigant in person.

Where can I find the official forms and guidance?

The official sources are: Energy Ombudsman; Ofgem — Complaining about your energy supplier; Citizens Advice — Energy problems. Always use the forms / guidance from the issuing authority's own site — third-party copies can be out of date.

Can I do this myself without a solicitor?

Yes — many people complete this kind of matter as a litigant in person. The site walks through each step in plain English. A solicitor is recommended if: large sums are at stake, the other side has legal representation, the matter involves criminal liability, children, immigration, or you're unsure on any procedural deadline. Free advice is available from Citizens Advice, Law Centres, and (for some matters) LawWorks pro bono clinics.

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Energy Law

4 steps

Updated March 2026

England & Wales

Complaining About Your Energy Supplier

How to complain about gas or electricity bills, service, or switching problems to your supplier and the Energy Ombudsman.

This page mainly applies to England and Wales. Scotland and Northern Ireland may have different rules — check the jurisdiction before relying on this information.

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.

Who Can Use This Process

You are likely eligible to use this guide if your situation involves complaining about your energy supplier.
You have a genuine legal basis for the matter (contract, tort, statutory right, etc.).
You have made reasonable attempts to resolve the matter directly with the other party first.

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.

Practical Tips

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.

Practical Tips

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

Complaining to supplierFree

Energy OmbudsmanFree

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.

Useful Links

Energy Ombudsman Ofgem — Complaining about your energy supplier Citizens Advice — Energy problems

Frequently asked questions

How much does it cost?: Main outlays are: Complaining to supplier — Free; Energy Ombudsman — Free. Court fees often qualify for Help with Fees remission if you're on a low income. Solicitor fees are extra and vary widely — many matters can be done as a litigant in person.
What are the most common mistakes to avoid?: Watch out for: 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.. If you're unsure on any of these, get advice from a regulated solicitor or a free service like Citizens Advice before acting.
Where can I find the official forms and guidance?: The official sources are: Energy Ombudsman; Ofgem — Complaining about your energy supplier; Citizens Advice — Energy problems. Always use the forms / guidance from the issuing authority's own site — third-party copies can be out of date.
Can I do this myself without a solicitor?: Yes — many people complete this kind of matter as a litigant in person. The site walks through each step in plain English. A solicitor is recommended if: large sums are at stake, the other side has legal representation, the matter involves criminal liability, children, immigration, or you're unsure on any procedural deadline. Free advice is available from Citizens Advice, Law Centres, and (for some matters) LawWorks pro bono clinics.