Energy supliers - How to complain

Page last updated Monday, 01 February 2010

If you need to complain about an energy supplier then we have produced a simple to use three step guide to help you.

Step one

The regulator Ofgem has issued complaint handling standards for all these firms so the first thing you need to do is raise the issue with your energy supplier; they will then have eight weeks to settle the dispute. This eight week period applies to big six energy suppliers British Gas, Eon, EDF, ScottishPower, Npower and Scottish and Southern Energy and twelve weeks for smaller suppliers.

It is important that you keep a record of the details about your complaint, for example if it is about a meter reading then note the date it was taken and what the reading was, also keep a copy of any letters or documents you post to the supplier. This may well prove useful later on for reference purposes.

Step two

If your complaint is not resolved within the eight weeks or twelve weeks, according to which supplier you use, then you will need to contact Consumer Direct, although they will be unable to intervene on your behalf they will be able to assess your complaint and then advise you of who can help. They will most probably direct you to your nearest Trading Standards Office.

If you come under the category of a vulnerable person, this is someone on a low income or you are in receipt of benefits, then you can contact the energy watchdog at Consumer Focus.

An important point, this agency will not be able to take up your complaint until you have given the relevant energy supplier the opportunity to resolve the issue as described in step one.

Step 3

If your complaint to your energy supplier has still not been resolved then contact the free and independent Energy Supply Ombudsman. The Ombudsman can order the energy supplier to take action on your behalf and can force them to deal with your complaint; sometimes this may result in an apology or even compensation.

Energy Supply Ombudsman

They will usually be able to deal with phone enquiries on the spot so phoning them may be quicker than using the online enquiry form or writing to them.

Monday - Friday 9am - 5pm. Telephone: 0330 440 1624 or 01925 530 263 or 0845 055 0760

03 numbers may be cheaper to use if you use a mobile phone or phone provider other than BT, and will be "free" if you pay a monthly charge for calls to numbers starting 01 or 02.

If your first language is not English they can offer a telephone interpreter service.

Textphone: 0330 440 1600 or 0845 051 1513

They will take calls from those using RNID Typetalk Relay and TextDirect Services.

Online enquiry form

Please add as much detail as possible their online enquiry form, this will help them deal with your enquiry more quickly.

Email

If you're having problems using our online enquiry form or you want to attach additional documents to your enquiry, you can use our email address This e-mail address is being protected from spambots. You need JavaScript enabled to view it