Who does what in an energy complaint?

Every complaint starts with your supplier, the company you pay, which has a set time to put things right. Ofgem, the regulator, makes the rules suppliers must follow but does not handle individual complaints. The Energy Ombudsman is a free, independent service that can decide your case, and Citizens Advice offers free, impartial guidance.

• Your supplier. The company you pay. Every complaint starts here, and they have a set time to put things right.
• Ofgem. The regulator. It makes the rules suppliers must follow, but does not handle individual complaints.
• Energy Ombudsman. Free, independent service for Great Britain. If your supplier cannot resolve things, it can decide your case and order a fix or compensation.
• Citizens Advice. Free, impartial advice on your rights and how to complain, including extra help if you are in a vulnerable situation.

What are the most common energy complaints?

Most complaints fall into a handful of categories: billing errors and estimated bills, sudden 'catch-up' or back bills, direct debits set too high, switching problems, delayed final bills and refunds, smart and prepayment meter issues, and poor customer service such as unanswered contact, broken promises or complaints that go nowhere.

• Billing errors and estimated bills, charges based on guesses rather than real meter readings, or the wrong tariff applied.
• 'Catch-up' or back bills, a sudden large bill for energy used months or even years ago.
• Direct debits set too high, monthly payments that do not reflect what you actually use, building up big credit balances.
• Switching problems, delayed switches, or being moved to a supplier by mistake (an 'erroneous transfer').
• Delayed final bills and refunds, not getting your closing bill or credit back after you leave.
• Smart and prepayment meter issues, faulty meters, failed installations, or being left without a working meter.
• Poor customer service, unanswered contact, broken promises, or complaints that go nowhere.

What protections do energy customers have?

Your key protections include the 12-month back-billing rule, automatic compensation of £40 for certain supplier failures, the right to prompt credit balance refunds, the price cap on standard variable tariffs, and the Priority Services Register, which gives free extra support to customers in vulnerable situations.

The 12-month back-billing rule

You cannot be charged for energy used more than 12 months ago if the delay was your supplier's fault, for example after months of estimated bills. It does not apply if you blocked meter access or acted unreasonably.

Automatic compensation

For certain failures, such as missed appointments, late switches, delayed final bills or credit refunds, and smart-meter problems, your supplier must pay a fixed sum automatically (currently £40 per breach), plus a further £40 if they are late paying it.

Credit balance refunds

If you are in credit you can ask for your money back, and suppliers must refund a closed account's credit balance promptly. There is no time limit on claiming old credit.

The price cap

The cap limits the unit rates most households on a standard variable tariff can be charged. It is reviewed every three months (around £1,862 a year for a typical dual-fuel direct-debit home in mid-2026) and caps rates, not your total bill.

The Priority Services Register

Free extra support, such as advance notice of interruptions and priority in an emergency, if you are of pension age, disabled, have a long-term health condition, or are otherwise in a vulnerable situation.

How do you complain and escalate?

Complain to your supplier in writing, quoting your account number and saying clearly that it is a formal complaint. The supplier then has up to eight weeks to resolve it. After eight weeks, or sooner with a deadlock letter, you can refer your case to the Energy Ombudsman free of charge at energyombudsman.org.

Email, letter or the supplier's online form all count, but a phone call does not start the clock. Keep a record of everything: dates, names, reference numbers, and copies of bills, meter readings and messages. If the supplier reaches a final position before eight weeks are up, ask for a 'deadlock letter' so you can escalate straight away. The Ombudsman's decision is binding on your supplier if you accept it; if you do not, you are still free to go to court.