Otis Singleton
Issues with your electricity supplier can be difficult to navigate, and it can be hard to know where to turn when things go wrong. Energy suppliers can cause problems ranging from high energy bills to identity theft. If you're having issues with your energy supplier, your first step should be to contact the company itself. It's important to keep a record of your correspondence and any relevant paperwork, as well as noting down the time and date of your call, the name of the person you spoke to, and any reference numbers. If your supplier does not resolve the issue, you may need to escalate your complaint to an external body, such as the Energy Ombudsman, who can help to resolve disputes with energy suppliers.
| Characteristics | Values |
|---|---|
| First step | Contact the electricity supplier directly |
| Before complaining | Gather supporting evidence, such as bills, letters, account details, and notes of previous conversations |
| --- | Include account number(s) and a reference number for the complaint |
| --- | Include photocopies or scans of relevant paperwork, such as bills |
| --- | Keep records of all correspondence |
| --- | Note down the time and date of the call, the name of the person spoken to, and details of what was said |
| --- | Submit the complaint in writing by post or email |
| --- | Ask for a free contact method if one is not provided |
| --- | Contact the Citizens Advice consumer service for advice if needed |
| If the issue is not resolved | Contact the Energy Ombudsman |
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What You'll Learn
Contact your electricity supplier directly
If you are experiencing issues with your electricity supplier, it is recommended that you contact the company itself as your first step. Not only could this provide a faster resolution to your problem, but you may even receive a bonus or bill credit for your troubles.
You can complain to your electricity supplier by phone, email, or post. Before making a complaint, it is a good idea to gather any relevant information, such as bills, letters, account details, and notes on previous conversations. When making a phone call, be sure to write down the time and date of the call, the name of the person you spoke to, and the details of what was discussed, as you may need to refer to these details later. If you are following up on an earlier phone call, be sure to include a complaint or case reference number in any subsequent correspondence.
If your issue is complex, it is advisable to follow up your phone call with a letter or email so that you have a record of your communication. This written correspondence should include your account number and any relevant paperwork, such as your bill. Sending your letter by recorded delivery will provide proof of when it was sent and received.
If your electricity supplier does not resolve your issue, you can then escalate your complaint to a higher authority, such as the Energy Ombudsman.
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Record all communication and correspondence
When making a complaint about your electricity supplier, it is important to record all communication and correspondence. This will ensure that you have a record of your attempts to resolve the issue and can refer back to previous conversations if needed. Here are some tips on how to do this effectively:
Keep a record of any calls, emails, or letters: Note down the date, time, and names of the people you speak to. If you have to send anything, always send photocopies and keep the originals. For emails, be sure to keep a copy of the sent email and any responses.
Include supporting documents: When making your complaint, include any relevant supporting documents as evidence. This could include bills, tariffs, or previous correspondence. List these documents in your email or letter so that it is clear what you are providing.
Use postal services that provide proof of delivery: If you are sending a letter of complaint, use a postal service that provides proof of delivery, such as recorded delivery. This will allow you to track the letter and prove that it was sent and received.
Follow up on your correspondence: If you do not receive a response to your initial correspondence, follow up on it. You can do this by sending a reminder email or letter, or by calling the customer service department again. Keep a record of this follow-up contact as well.
By following these tips, you can ensure that you have a comprehensive record of your communication and correspondence during the complaint process. This will not only help you refer back to previous conversations but also demonstrate your efforts to resolve the issue if you need to escalate the complaint further.
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Contact the Energy Ombudsman
If you're having issues with your energy supplier, you have the right to make a complaint. You can contact the Energy Ombudsman for free to help resolve disputes between consumers and suppliers in the energy sector. The Energy Ombudsman can handle disputes with energy suppliers, energy brokers, network operators, green deal providers, and heat network suppliers. From 1 April 2025, they will also be able to handle disputes for all heat network suppliers.
Before contacting the Energy Ombudsman, you should first try to resolve the issue with your energy company. Contact the customer services department of your gas or electricity company to try to resolve the problem. Your first step should be to contact the company itself, as this could provide a faster resolution to your problem.
If you are unable to resolve the issue with your energy company, you can then raise a dispute with the Energy Ombudsman. They can help resolve issues regarding energy suppliers, brokers, network operators, Green Deal, or a heat network.
You can find the contact details for the Energy Ombudsman on their website. It is recommended that you keep a record of any calls, emails, letters, or receipts when making your complaint. Note down the dates and times of any phone calls, as well as the names of the people you speak to. If you have to send anything off, always send photocopies and keep the originals.
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Be aware of scams and fraud
When dealing with issues related to your electricity supplier, it is important to be vigilant and aware of potential scams and fraud attempts. Here are some detailed guidelines to help you protect yourself:
Recognize Common Scams: One of the most common scams involves receiving a phone call, text message, or email from someone pretending to be your electricity supplier. They may claim that your service will be disconnected immediately if you don't pay them right away. They may also leave a callback number, making it seem more legitimate. Remember that legitimate utility companies don't operate in this manner. They won't threaten immediate disconnection or demand unusual forms of payment.
Verify Contact Information: Always investigate whether the phone number, email address, or website belongs to the actual electricity supplier. Scammers can replicate or spoof phone numbers and email addresses to make them appear authentic. When in doubt, look up the official contact information for your electricity supplier and reach out to them directly to clarify any concerns.
Be Wary of Unusual Payment Requests: Scammers often request payment through unconventional means that are difficult to track and reverse, such as wire transfers, reloadable or prepaid debit cards, gift cards, or cryptocurrency. Your legitimate electricity supplier will not ask you to pay through these methods. They will typically accept payments through official channels that provide protection and traceability.
Beware of Door-to-Door Imposters: Be cautious of individuals posing as door-to-door sales representatives or electricity company workers. They may offer promotional pricing, claim to help you save on energy expenses, or even offer to restore your power for a one-time payment. These imposters aim to establish a friendly rapport to extract personal and financial information from you. Always verify the identity of such individuals and never provide sensitive information or payments to them directly.
Know Your Energy Plan Details: Familiarize yourself with the basic details of your energy plan, including your energy provider, the type and length of your plan, and the services you pay for. This knowledge will help you identify any discrepancies or suspicious claims made by potential scammers.
By being vigilant, aware of common scam tactics, and knowledgeable about your energy plan, you can significantly reduce the risk of falling victim to scams and fraud related to your electricity supplier. Always trust your instincts, and if something feels suspicious, don't hesitate to end the conversation and directly contact your legitimate electricity supplier to clarify any concerns.
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Seek advice from Citizens Advice
If you're having issues with your energy supplier, you can seek advice from Citizens Advice. Citizens Advice is a consumer service that provides support and guidance to individuals experiencing problems with their energy supply or bills. Here are some steps you can take when seeking their help:
Gather Information and Evidence:
Before contacting Citizens Advice, it's important to gather relevant information and evidence related to your issue. This includes details of your complaint, your energy account number, and any supporting documents or correspondence. Having this information readily available will help Citizens Advice understand your situation more effectively.
Contact Citizens Advice:
You can reach out to Citizens Advice through various channels, including phone calls, online chat, or by filling out an online form. Their trained advisers will provide you with guidance and advice specific to your situation. They can assist you in understanding your rights, the complaint process, and the next steps you can take.
Complain to Your Energy Supplier:
Before involving external parties, Citizens Advice may advise you to first address the issue directly with your energy supplier. They can guide you on effectively communicating your concerns to your supplier and recommending the best methods of contact, such as phone, email, letter, or through their website. Having a record of your communications, such as emails or letters, is important for future reference.
Involve the Energy Ombudsman:
If your issue remains unresolved after engaging with your energy supplier, Citizens Advice may suggest involving the Energy Ombudsman. The Ombudsman is an impartial entity that can review your case and make decisions to resolve the dispute. They have the authority to intervene and request your supplier to change their decision if they deem your complaint was not handled fairly.
Additional Support:
Citizens Advice also provides additional resources and support, such as template letters to assist you in drafting communications to your supplier. They can also advise you on registering for the Priority Services Register, which ensures that your energy supplier is aware of your specific needs and can provide extra support if required.
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Frequently asked questions
Your first step should be to contact your electricity supplier directly. You can do this by phone, email, or post. If your issue is not resolved, you can escalate your complaint to the Energy Ombudsman.
The Energy Ombudsman is an impartial body that can help you resolve your complaint with your energy supplier. They handle matters relating to both gas and electricity suppliers.
Your bill should have contact details for your supplier. If you can't find these details, you can check online for a list of energy suppliers in your market and their contact information.
When making a complaint, you should include any relevant information such as bills, letters, account details, and notes of previous conversations. You should also include details of your complaint and your energy account number.
