- Ofgem: “Your energy supplier must try to fix any problems you reported within 8 weeks and resolve the complaint.”1
- After 8 weeks, or sooner with a deadlock letter, you can go to the Energy Ombudsman: “you can register your dispute with us - for free”.23
- “You must escalate your dispute within 12 months of receiving the letter.”3
- Last checked: 28 October 2026.
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Step 1: complain to your supplier
Write down what went wrong, the dates and what you want done. Keep copies of letters, emails and bills.
“Your energy supplier must try to fix any problems you reported within 8 weeks and resolve the complaint.”1
Step 2: the Energy Ombudsman
Ofgem says you can go to the Ombudsman if a problem is not fixed within 8 weeks, you and the company cannot agree, or you get a deadlock letter.1
“The Energy Ombudsman provide an independent service, separate to Ofgem”. It covers energy suppliers, brokers, network operators and heat network suppliers. Contact: 0330 440 1624.1
The Ombudsman says “on average most of our disputes are resolved within 6 weeks of us receiving evidence from both parties”, and that “your energy company is required to implement any proposed remedies within 28 days”.23
Help with your complaint
Ofgem says you can call Citizens Advice on 0808 223 1133, which may refer you to the Extra Help Unit if you are vulnerable or at risk of being disconnected. In Scotland, Energyadvice.scot gives a free service.1
Switching problems
A switch must complete “within 5 working days. If they do not, your new supplier must pay you £40.”5
Northern Ireland
The Utility Regulator says: complain to your supplier, and “if they do not resolve the issue, you can contact the Consumer Council NI for help with your complaint”.4