How do I complain to my energy supplier?

Start by contacting your supplier's customer service (phone, email, online chat, or letter). Keep records of all contact. If not resolved, ask for your complaint to be escalated to their complaints team. If still unresolved after 8 weeks (or if you receive a 'deadlock letter'), you can escalate to the Energy Ombudsman.

What compensation can I get from my energy supplier?

Automatic compensation applies for some issues: £30 for late/wrong bill after complaint, £30 for not responding to complaint within 8 weeks, £30 for missing appointments, £30 for supply not restored within 24 hours. The Ombudsman can award additional compensation for distress and inconvenience, often £50-£500+.

Can the Energy Ombudsman make my supplier pay me?

Yes. The Energy Ombudsman's decisions are binding on the supplier. They can order your supplier to apologise, take action to resolve the issue, pay compensation, and/or fix billing errors. Suppliers must comply within 28 days. You do not have to accept the Ombudsman's decision — you can still go to court.

Energy Complaints UK — How to Complain and Get Compensation | PocketWise

If your energy supplier has let you down — wrong bills, poor service, cut off unfairly, or ignored complaints — you have clear routes to resolution and potential compensation.

Common Complaints

Issue	Examples
Billing errors	Estimated bills way off, not credited readings, overcharging
Poor service	Call waiting times, unhelpful staff, broken promises
Switching problems	Switch not completed, objections, wrong meter readings
Metering issues	Wrong meter, failed smart meter, readings not accepted
Prepayment issues	Cannot top up, wrong debt repayment, forced prepay
Disconnection threats	Unreasonable debt action, vulnerable not protected
Supplier failings	Appointments missed, supply problems not fixed

Step-by-Step Complaint Process

Step 1: Contact Your Supplier

Method	Tips
Phone	Note date, time, name of person, what was said
Email	Keep copies, use formal language
Online chat	Take screenshots
Letter	Send recorded delivery, keep copy

Key points:

Explain the problem clearly
Say what you want them to do
Set a deadline (e.g., 14 days)
Keep records of everything

Step 2: Escalate Within the Supplier

Action	When
Request escalation	If frontline staff cannot help
Ask for complaints team	Your right to escalate
Request deadlock letter	If you want to go to Ombudsman before 8 weeks
Set deadline again	Give them reasonable time to respond

Step 3: Energy Ombudsman

When You Can Go to Ombudsman	Detail
8 weeks since complaint	Supplier has had time to resolve
Deadlock letter received	Supplier agrees they cannot resolve
What Ombudsman can do	Investigate, award compensation, order action

Energy Ombudsman Process

Step	What Happens
1	Submit complaint online at energyombudsman.org
2	Ombudsman contacts supplier for their version
3	Investigator reviews evidence
4	Decision issued (binding on supplier if you accept)
5	Supplier must comply within 28 days

What the Ombudsman Can Award

Remedy	Examples
Apology	Formal written apology
Action	Fix the problem, correct records
Financial award	Compensation for distress, inconvenience, time
Practical remedy	Credit to account, debt adjustment

Typical Compensation Amounts

Issue	Typical Award
Minor service failure	£50–£100
Ongoing billing problems	£100–£300
Significant distress	£200–£500+
Major failings (cuts off, etc.)	£500+
Plus	Correction of financial loss (refunds, etc.)

Automatic Compensation (Guaranteed Standards)

Suppliers must pay automatically for certain failures:

Issue	Compensation
Not restoring supply within 24 hours of fault	£30 per 12 hours (up to £300)
Missed appointment	£30
Appointments not kept within timescale	£30
Late payment of claim	£30
Wrong bill sent after complaint and correction period	£30
Complaint not resolved within 8 weeks	£30

You should automatically receive these without asking — but chase if not.

Writing an Effective Complaint

Include:

Element	Example
Account number	“My account ref is 12345678”
Clear summary	“On [date], I reported incorrect billing…”
Timeline	Chronological list of events
Impact on you	Stress, wasted time, financial loss
What you want	Specific resolution and compensation
Deadline	“Please respond within 14 days”
Escalation warning	“If not resolved, I will contact the Energy Ombudsman”

Template Opening

Dear [Supplier] Complaints Team,

I am writing to formally complain about [issue]. My account number is [X].

On [date], [what happened]. Despite [previous contact], this has not been resolved.

This has caused me [impact — stress, financial loss, time spent].

I would like you to [specific resolution] and compensation of [amount] for [reasons].

If I do not receive a satisfactory response within 14 days, I will escalate this to the Energy Ombudsman.

Special Situations

If You’re Vulnerable

Protection	Detail
Priority Services Register	Extra protections, advance notice of supply work
Cannot disconnect	Certain vulnerable groups protected from disconnection
Winter rules	Additional protections October–March
Mental health	Can request consideration of circumstances

Forced Prepayment Meter

Right	Detail
Challenge	You can dispute forced installation
Appeal	Complaint and Ombudsman route available
Compensation	May be entitled if installed improperly
New rules (2023)	Much stricter rules on forced installation

Supplier Goes Bust

What Happens	Your Rights
Ofgem appoints new supplier	Automatic transfer
Credit balance	Protected and transferred
Ongoing complaint	Continue with new supplier or Ombudsman

Useful Contacts

Resource	What They Do
Energy Ombudsman (energyombudsman.org)	Free dispute resolution
Citizens Advice (citizensadvice.org.uk)	Free advice and support
Ofgem	Cannot resolve individual complaints but handles systemic issues
Consumer Council (Northern Ireland)	Energy complaints in NI

For more on your energy rights, see our energy price cap guide and prepayment meters guide.