Should I send an escalation letter immediately if I have a problem with my energy bill?

You should not use an escalation letter as your first communication. The guidance advises trying the supplier's customer-service line first to allow them to resolve the issue quickly. The formal complaint letter is intended to trigger the statutory 8-week resolution clock after initial attempts have failed or been insufficient.

What happens if my energy supplier does not resolve my complaint within 8 weeks?

If your energy supplier does not provide a satisfactory response within 8 weeks, or if a 'deadlock' is reached earlier, you can refer the complaint to the Energy Ombudsman. This service is free of charge for you, and their decision is binding on the supplier for amounts up to £10,000.

Can I use this escalation letter to challenge the unit price of my energy?

No, this letter is not suitable for disputing the unit price of energy, as these are regulated by Ofgem. The escalation letter is specifically for issues regarding billing accuracy, service quality, wrongful disconnection, or breaches of the supplier's licence conditions.

What specific legal standards should I mention in my formal complaint letter?

You should explicitly reference the Standards of Conduct (SLC 25C) and the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. Additionally, you must identify any vulnerability, such as being over 65, under 5, chronically ill, or disabled, as this may affect how the complaint is handled.

What are some common mistakes to avoid when handling an energy supplier complaint?

You should keep dated copies of every call, including the date, time, agent name, and reference number. A common mistake is treating a supplier's statement that they 'will review and get back to you' as a final response when it is not. Always request a formal complaint reference within 5 working days.

← All Templates

Consumer

Consumer Protection Law

Updated 2026-06-16

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.

This template was not drafted by a solicitor.

It is an editorial reference based on the official sources we cite. You are responsible for any document you send. For high-stakes matters (court proceedings, large sums, deportation, criminal allegations, child welfare), have a regulated solicitor review or draft your document.

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.

Before you send

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)

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

Fill in your details

Complete the fields below. Required fields are marked with *.

Your full name*

Energy supply address*

Your supplier account number*

Today's date*

Energy supplier name*

Supplier complaints address*

Short headline (e.g. 'Wrongful disconnection on 12 March 2026')*

Full description of the complaint*

Dated timeline of events*

Specific resolution sought (refund, reconnection, compensation, apology, etc.)*

Your phone number*

Your email address*

Optional fields

Vulnerability disclosure (PSR registration, age, illness, etc.) — if relevant

Reference numbers from previous calls / letters

Evidence enclosed (bills, photos, dated notes)

Safety body (HSE / Gas Safe Register / Electrical Safety First)

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.

Official Resources

Energy Ombudsman →Citizens Advice — Energy complaints →Ofgem →Priority Services Register →

Frequently asked questions

Should I send an escalation letter immediately if I have a problem with my energy bill?: You should not use an escalation letter as your first communication. The guidance advises trying the supplier's customer-service line first to allow them to resolve the issue quickly. The formal complaint letter is intended to trigger the statutory 8-week resolution clock after initial attempts have failed or been insufficient.
What happens if my energy supplier does not resolve my complaint within 8 weeks?: If your energy supplier does not provide a satisfactory response within 8 weeks, or if a 'deadlock' is reached earlier, you can refer the complaint to the Energy Ombudsman. This service is free of charge for you, and their decision is binding on the supplier for amounts up to £10,000.
Can I use this escalation letter to challenge the unit price of my energy?: No, this letter is not suitable for disputing the unit price of energy, as these are regulated by Ofgem. The escalation letter is specifically for issues regarding billing accuracy, service quality, wrongful disconnection, or breaches of the supplier's licence conditions.
What specific legal standards should I mention in my formal complaint letter?: You should explicitly reference the Standards of Conduct (SLC 25C) and the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. Additionally, you must identify any vulnerability, such as being over 65, under 5, chronically ill, or disabled, as this may affect how the complaint is handled.
What are some common mistakes to avoid when handling an energy supplier complaint?: You should keep dated copies of every call, including the date, time, agent name, and reference number. A common mistake is treating a supplier's statement that they 'will review and get back to you' as a final response when it is not. Always request a formal complaint reference within 5 working days.