If you’re having a problem with your energy supply, call or use webchat to contact your supplier straight away. You can get their contact details from their website.

Tell them what’s happening, and what you want them to do about it. They might be able to sort it out then and there.

You should note down the:

• date and time you get in touch
• person you speak to
• problem you talk about

If your supplier doesn't solve your problem while you're on the phone or webchat, send them an email or letter repeating what you said. This means you’ll have a record of your conversation with your supplier.

When you write to your supplier include your account number and any case reference numbers you have. This makes it quicker and easier to sort out your problem.

Citizens’ Advice have created a useful template for a letter to your energy supplier here:https://www.citizensadvice.org.uk/consumer/template-letters/letters/energy/letter-to-complain-to-your-energy-supplier/

Making a complaint

The first thing you should do is gather any supporting evidence. What you’ll need depends on your issue - for example, you could:

• take photos of a faulty meter
• get together copies of unusual bills
• gather notes from phone calls you’ve had
• look for emails from your supplier about the problem

You’ll also need details of your complaint and your energy account number to hand. You can find this on a recent bill.

When you’re ready, you can complain to your supplier over the phone, or in writing by email or post.

Look online for your suppliers ‘complaints procedure’ - this should be listed on their website, and includes contact details for complaints.

You can complain by email using the address listed in your supplier’s complaints procedure. If you can’t find an email address, you can call your supplier and ask them for it.

Make sure you keep a copy of any emails you send to or receive from your supplier - you might need to refer to them later.

Your supplier will get in touch with you if they need any more details about your complaint.

They should send you a ‘decision letter’ or ‘letter of deadlock’ within 8 weeks. This explains how they’ll deal with your complaint.

The Energy Ombudsman

You can complain to the energy ombudsman after complaining to your supplier if you:

• have a letter of deadlock and aren’t happy with the decision
• didn’t get a decision letter or letter of deadlock within 8 weeks

The ombudsman is impartial - they’ll look into both sides of the case and make a decision. If they think your complaint was dealt with unfairly, the ombudsman can make your supplier change their decision.

You can find out more about how to complain to the Energy Ombudsman here: https://www.citizensadvice.org.uk/consumer/energy/energy-supply/complain-about-an-energy-company/complain-to-the-energy-ombudsman/

If you would like to speak to an advisor to receive impartial, confidential support with your complaint to an energy supplier, contact the Citizens Advice Consumer Helpline, and ask to speak to a member of the Energy Team:

0808 223 1133

Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.

Page last reviewed:07/11/2022