Energy & Utilities Energy Complaints UK — How to Complain and Get Compensation How to complain to your energy supplier, escalate to the Energy Ombudsman, and get compensation for poor service. Know your rights.
10 March 2026
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3 min read
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 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
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 .