How to complain to your energy supplier
Make an effective complaint to your gas or electricity supplier and, if it isn't sorted in 8 weeks, take it free to the Energy Ombudsman.
- Time
- 30 minutes to start; up to 8 weeks for the supplier
- Difficulty
- Easy
- Steps
- 6
- Checked
What you’ll need
- Your account number and recent bills
- Meter readings and photos of your meter (with date)
- Notes of calls, emails and letters (dates, names, reference numbers)
Safety first
- If you smell gas, leave the complaint aside – call the National Gas Emergency number 0800 111 999 straight away.
- Don't simply stop paying while you complain; it can lead to debt collection. Pay the amount you agree is owed and ask the supplier to put collection on hold.
Step by step
-
Step 1: Gather your evidence
Collect bills, statements, meter readings with dated photos, and any emails or letters. Write a short timeline of what happened.
Next: step 2 -
Step 2: Complain to the supplier
Contact your supplier through its complaints process (phone, online form, email or letter). Explain the problem clearly and say exactly what you want them to do – for example correct the bill, refund an overpayment, fix a faulty meter, apologise, pay compensation, or agree an affordable payment plan. Ask for a complaint reference.
Next: step 3 -
Step 3: Keep records
Note every contact. Written complaints (email or letter) are easier to prove later.
Next: step 4 -
Step 4: Give them up to 8 weeks
Your supplier must try to resolve the complaint within 8 weeks. If they say they can't do any more, they should send you a deadlock letter.
Next: step 5 -
Step 5: Go to the Energy Ombudsman
If it's not resolved after 8 weeks, or you get a deadlock letter, or you're unhappy with their final answer, take it to the Energy Ombudsman – free – at energyombudsman.org, on 0330 440 1624 or by emailing enquiry@energyombudsman.org. Do it within 12 months of the deadlock letter or the 8-week point. They review both sides and aim to give a decision within 6 weeks; the supplier must follow it if you accept.
Next: step 6 -
Step 6: Get free help if you need it
In England and Wales, call the Citizens Advice consumer helpline on 0808 223 1133. In Scotland, contact Advice Direct Scotland (energyadvice.scot) on 0808 196 8660. Citizens Advice can refer vulnerable people with urgent problems to the Extra Help Unit.
Tips
- Citizens Advice has free template complaint letters you can adapt.
- Struggling to pay? Tell your supplier – they must consider an affordable payment plan, and you may be able to get help from their hardship fund.
- Submit a meter reading regularly so you're not paying estimated bills.
Questions people ask
What's a deadlock letter?
A letter from your supplier saying they can't resolve your complaint any further. You can go to the Ombudsman straight away once you have it.
Does the Energy Ombudsman cost anything?
No, it's free for consumers.
Can I complain about a network operator, e.g. a power cut?
Yes – complain to the network operator first, then the Energy Ombudsman if needed.
Sources
Checked 9 October 2026. We wrote this guide in our own words, using:
- Ofgem: Complain about your energy supplier or network operator (ofgem.gov.uk)
- Energy Ombudsman: Frequently asked questions (energyombudsman.org)
- Citizens Advice: Contacting your energy supplier about a problem (citizensadvice.org.uk)
- Citizens Advice: Letter to complain to an energy supplier (citizensadvice.org.uk)
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Printed from howtoguides.uk/guides/how-to-complain-to-your-energy-supplier/ · Checked 9 October 2026 · General information only. For gas, electrics, structural work, medical, legal or money decisions, use a qualified professional.