If you’re having a problem with your energy supply, contact your supplier straight away.
You can get your supplier’s contact details from their website or from a recent letter or bill. There might be several ways to contact them, like a telephone number, app or webchat. You can choose the best contact method for you.
If you’re struggling to pay your bills, your supplier will have a way to contact them for free. This might be a phone number that’s free to call from mobiles or landlines. If you haven’t got a way to contact your supplier for free, ask your supplier for help.
Tell your supplier what’s happening, and what you want them to do about it. They might be able to solve your problem then and there.
You should note down the:
If your supplier doesn't solve your problem while you're on the phone or webchat, send them an email or letter repeating what you said. This means you’ll have a record of your conversation with your supplier.
When you write to your supplier include your account number and any case reference numbers you have. This makes it quicker and easier to sort out your problem.
Tell your supplier how you want them to contact you. They should give you information in a way you find accessible. This might be:
Let your energy network and supplier know by adding your details to their list of customers who need extra support. This is called their Priority Services Register.
You should tell your supplier you need to update your details. Ask them to include the contact method that’s right for you. You can get their contact details from their website.
If your supplier won't answer the phone or send you a reply in writing, you can complain.
Contact the Citizens Advice consumer service if you need more help - a trained adviser can give you advice over the phone or online chat.
The consumer service can help you if you:
You could be classed as vulnerable if you:
The first thing you should do is gather any supporting evidence. What you’ll need depends on your issue - for example you could:
You’ll also need details of your complaint and your energy account number to hand. You can find this on a recent bill.
When you’re ready, you can complain to your supplier over the phone, or in writing by email or post.
Look online for your suppliers ‘complaints procedure’ - this should be listed on their website, and includes contact details for complaints.
You’ll need to explain the problem when you call, and tell them how you’d like them to resolve it - for example, by giving you money back if you’ve been overcharged.
Ask them how long it’ll take for their response, and if they have a reference number for the complaint.
It’s a good idea to note down the time and date you call, and who you speak to - you might need to prove this later.
When you put your complaint in writing, you’ll need to explain:
If you’re complaining in writing, you can fill in this template letter. You can email it or print and post it - the email and postal addresses are listed in your supplier’s complaints procedure.
Ask the Post Office for proof of postage - you might need to prove when you sent the letter.
You can complain by email using the address listed in your supplier’s complaints procedure. If you can’t find an email address, you can call your supplier and ask them for it.
Make sure you keep a copy of any emails you send to or receive from your supplier - you might need to refer to them later.
Your supplier will get in touch with you if they need any more details about your complaint.
They should send you a ‘decision letter’ or ‘letter of deadlock’ within 8 weeks. This explains how they’ll deal with your complaint.
You can complain to the energy ombudsman after complaining to your supplier if you:
The ombudsman is impartial - they’ll look into both sides of the case and make a decision. If they think your complaint was dealt with unfairly, the ombudsman can make your supplier change their decision.
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