Energy Supply - Complaint handling issue
Who is your issue with?
Explains your rights to you
You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.
Helps you prepare your emails
We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.
Creates a case file for you
Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.
Lets you record all your communications
One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.
Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
If your complaint has not been responded to, then it is important that you keep a record of all communications to date if you can and all future communications. In order to give your supplier a chance to respond you should email their customer services department via Resolver, setting out your original complaint and also setting out the fact that you have not received a response to this complaint.
Energy suppliers have a number of responsibilities when dealing with complainants (set out below). If one of these has been breached you should include this within your letter of complaint and ask for compensation for this breach.You should know
- If you want to change any personal details, contact your supplier via Resolver, and inform them of the change as soon as possible.
- Energy companies should get back to you within two working days of receiving your complaint.
- Be clear and focused when you raise an issue. Explain clearly what happened and what you want to achieve.
- All energy companies have to meet high standards of service, set by industry regulator Ofgem.
- If you are unhappy with any outcome you have the right to take your case to the Energy Ombudsman (Ombudsman Services) for independent assessment. Resolver will remind you when you can escalate your case.
Once you have submitted your information to the energy company, they should acknowledge your case with 2 working days. Ensure you keep a copy of all communications. Resolver automatically does this for you.
What if you cannot resolve the issue?
After eight weeks you can send the case to Ombudsman Services but if the energy company sends you a 'deadlock letter' - then you can send your case file to the Ombudsman immediately. The Ombudsman Service will independently investigate your case, and resolver will you remind you when you can send your case over to the Energy Ombudsman.
You can still take your energy company to court if you still do not agree with the outcome but only use this as a last resort.
If you need to submit your issue you can use Resolver for free
Find the best rights for you
We have 4,982 pages of rights advice for you covering 7,421 companies and organisations across 17 public & private sectors. Feel free to browse companies for this specific issue - they're all listed below - but the quickest way to find the best rights for you is by using our unique Rights Finder to access our extensive database of advice.
Start by telling us the name of the company or organisation you have an issue with.