Energy Supplier Complaint — Escalation Letter
Formal complaint letter to an energy supplier escalating a billing, service, or wrongful-disconnection dispute, with referral to the Energy Ombudsman after 8 weeks.
When to use this template
Use to make a formal complaint about your energy supplier and to trigger the 8-week resolution clock. After 8 weeks (or earlier if 'deadlock' is reached), you can refer the complaint to the Energy Ombudsman free of charge for a binding decision up to £10,000.
When NOT to use this template
Do not use as the first communication — try the supplier's customer-service line first to allow them to resolve quickly. Do not use to dispute the unit price (regulated by Ofgem); use for billing accuracy, service quality, wrongful disconnection, or breaches of supplier licence conditions.
Legal Basis
Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008; Supplier licence conditions issued by Ofgem under the Gas Act 1986 and Electricity Act 1989; Ombudsman Services (Energy) jurisdiction under section 47 of the Consumers, Estate Agents and Redress Act 2007.
Common Mistakes to Avoid
- ✗Not referencing 'Standards of Conduct' (SLC 25C) explicitly
- ✗Failing to identify vulnerability (over 65, under 5, chronically ill, disabled) — Priority Services Register matters
- ✗Going to the Energy Ombudsman too early (before 8 weeks unless deadlock)
- ✗Not keeping dated copies of every call (date, time, agent, ref)
- ✗Treating 'we'll review and get back to you' as a final response when it isn't
Build Your Letter
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Letter preview
[YOUR FULL NAME] [ENERGY SUPPLY ADDRESS] Account number: [YOUR SUPPLIER ACCOUNT NUMBER] [TODAY'S DATE] [ENERGY SUPPLIER NAME] — Complaints [SUPPLIER COMPLAINTS ADDRESS] --- Dear Sir or Madam, **FORMAL COMPLAINT — [SHORT HEADLINE (E.G. 'WRONGFUL DISCONNECTION ON 12 MARCH 2026')]** Account number: [YOUR SUPPLIER ACCOUNT NUMBER] Customer name: [YOUR FULL NAME] Supply address: [ENERGY SUPPLY ADDRESS] I write to make a formal complaint under your obligations under the Standards of Conduct (SLC 25C) and the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. **Nature of the complaint** [FULL DESCRIPTION OF THE COMPLAINT] **Timeline of events** [DATED TIMELINE OF EVENTS] **Vulnerability** [VULNERABILITY DISCLOSURE (PSR REGISTRATION, AGE, ILLNESS, ETC.) — IF RELEVANT] **Resolution sought** I require the following resolution within 8 weeks of the date of this letter (the statutory deadline for energy supplier complaint handling): [SPECIFIC RESOLUTION SOUGHT (REFUND, RECONNECTION, COMPENSATION, APOLOGY, ETC.)] **Reference materials** Reference numbers from previous contacts: [REFERENCE NUMBERS FROM PREVIOUS CALLS / LETTERS] Evidence enclosed / attached: [EVIDENCE ENCLOSED (BILLS, PHOTOS, DATED NOTES)] **Onward route** If you do not provide a satisfactory response within 8 weeks (or earlier in case of deadlock), I will refer the complaint to the Energy Ombudsman (Ombudsman Services: Energy). I am aware their decision is free for me and binding on your company up to £10,000. If the complaint relates to safety, I will also report to [SAFETY BODY (HSE / GAS SAFE REGISTER / ELECTRICAL SAFETY FIRST)]. If the complaint reveals a breach of supplier licence conditions, I will report to Ofgem. Please acknowledge receipt of this complaint and provide a complaint reference within 5 working days. Yours faithfully, [YOUR FULL NAME] [YOUR PHONE NUMBER] [YOUR EMAIL ADDRESS]
Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.