Making a complaint to your energy company

If you're having a problem with your energy company, you have the right to complain.

What can I complain about?

If something goes wrong or you feel like you’ve been treated unfairly by your energy supplier, you can complain. This could include:

• late or inaccurate bills
• problems resulting from switching supplier or tariff.

For complaints about power cuts or connection problems, you should contact your distribution network operator.

You pay your gas and electricity bills to your energy supplier, and your distribution network operator is the company in charge of the supply to your area. Contact the Energy Networks Association to find out who your network operator is.

How do I make a complaint?

1. If you're having a problem with your gas or electricity company, contact the customer services department to try to resolve it. You'll find contact details on the back of your bill or on the company's website.
2. If you feel like you aren't getting anywhere, or if your complaint is complicated, try to escalate your complaint within the company. Ask for a copy of their complaints procedure (most companies have one on their website).
3. Contact the Energy Ombudsman if your complaint hasn't been resolved after 8 weeks (6 if you are an SSE customer) or if you're unhappy with the action taken. They can investigate your complaint further and may require the company to compensate you or put the issue right. Contact them online or by calling 0330 440 1624.

Don't stop paying your bills while your complaint is resolved. You can ask for the disputed part of the bill to be put on hold instead.

What should I include in my complaint?

You may be making the complaint in stressful or emotional circumstances. Keep your tone of voice or written correspondence polite and professional. You should include:

• What happened or went wrong? Be as specific as you can and try not to make generalisations.
• When did it happen?
• Why were you unhappy?

Decide what you would like to happen as a result of your complaint, send supporting documentary evidence and list it in your email or letter.

Keep an accurate record of any conversations you've had with the company, including dates, times and the names of the people you speak to. Keep a record of any calls, emails, letters or receipts. If you have to send anything off always send photocopies – keep hold of the originals.