How to Complain About Energy Companies
Your step-by-step guide to making a formal complaint about a UK energy supplier, including your rights under Ofgem rules, response timelines, and how to escalate to the Energy Ombudsman.
Your Rights as an Energy Customer
Under Ofgem's Standards of Conduct, all energy suppliers must:
- • Bill you accurately and based on actual meter readings where possible
- • Treat you fairly and provide a good standard of customer service
- • Help you if you are struggling to pay — including offering payment plans
- • Make it easy for you to switch supplier without unnecessary barriers
- • Provide clear information about tariffs, charges and contract terms
If your supplier falls short of these standards, you have the right to complain formally and, if necessary, escalate to the Energy Ombudsman for a binding resolution.
Common Energy Complaints
Billing Disputes
If you believe your bill is wrong, check your meter reading against the bill. Energy companies must investigate billing disputes and correct any errors. If they have been using estimated readings and these are significantly higher than actual usage, you can demand a recalculation based on actual meter readings.
Being Overcharged
If you have been overcharged, you are entitled to a refund of the overpayment. Under Ofgem rules, if your account is in credit, you can request a refund at any time. If the company refuses or delays unreasonably, this is grounds for a formal complaint.
Poor Customer Service
Energy suppliers must treat you fairly under the Standards of Conduct. Unreasonably long hold times, being passed between departments without resolution, unhelpful or dismissive responses, and failure to call back as promised are all valid grounds for a formal complaint.
Switching Problems
You have the right to switch energy supplier at any time. If your current supplier is making it difficult to leave, charging exit fees that were not clearly disclosed in your contract, or delaying the switch process, you can complain formally. The switch should complete within 5 working days under Ofgem rules.
Back-billing
Under Ofgem's back-billing rules, energy companies cannot charge you for energy used more than 12 months ago if they failed to bill you on time — unless you deliberately prevented them from billing you accurately.
How to Escalate Your Complaint
- 1
Contact your supplier's complaints team
Not general customer service — ask to be put through to the complaints department specifically. They have more authority to resolve issues.
- 2
Put it in writing
Email or letter creates a paper trail. Include your account number, specific dates, what went wrong, and what you want them to do about it. Use our free complaint letter generator to create a professional letter.
- 3
Wait 8 weeks
Energy companies have 8 weeks from your formal complaint to resolve the issue. They should acknowledge your complaint within 5 working days.
- 4
Request a deadlock letter
If the supplier cannot resolve your complaint to your satisfaction, ask for a deadlock letter. This formally confirms the complaints process has ended and allows you to escalate.
- 5
Contact the Energy Ombudsman
The Energy Ombudsman can investigate your complaint and make binding decisions. They can order the supplier to apologise, explain, take corrective action, or pay compensation up to £10,000.
Key Timelines
| Action | Timeframe |
|---|---|
| Supplier must acknowledge your complaint | 5 working days |
| Supplier must resolve or issue deadlock letter | 8 weeks |
| You can escalate to the Ombudsman | After 8 weeks or on receipt of deadlock letter |
| Ombudsman investigation | Typically 6-9 months |
| Maximum back-billing period | 12 months |
Complain to a Specific Energy Supplier
We have complaint contact details and letter templates for these energy suppliers:
Generate a complaint letter
Our free tool creates a professional complaint letter for your energy supplier in seconds. Choose your company, describe what happened, and get a letter ready to send by email or post.
Write a Complaint Letter