How to complain
New complaint handling standards for energy came into force on 1 October 2008 and greater duty has been place on energy suppliers to resolve consumer complaints in a timely and satisfactory manner.
If you have a complaint it is important to contact your energy supplier first. Details of how to contact your energy supplier will be on the back of your latest gas or electricity bill (your annual statement if you use a pre payment meter) or can be found on our energy supplier contacts page. Your energy supplier should also provide guidance on how your complaint will be handled. If at any stage of this process you are unsure of your rights, please call Consumer Direct on 08454 04 05 06 who will advise you further.
Your supplier has to accept complaints via the following channels:
- Telephone
- In writing (both letters and email)
- Complaints submitted via their website
You can use our Complaint letter (Word version)/ Complaint-letter (PDF version) to help you write your complaint.
If you have already contacted your energy supplier and are not happy with their response, you can contact Consumer Direct who will advise you further. Consumer Direct can also send your case back to your energy supplier so they can review your complaint in line with the complaint handling standards.
If you cannot reach a resolution with your energy supplier you may be referred to the Energy Ombudsman.
For full advice on making a complaint read our leaflet How to complain about your energy supplier.
