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Energy supplier complaint letter
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Write a firm, professional complaint to your energy supplier. Our AI references Ofgem's rules, your consumer rights, and the Energy Ombudsman — download as PDF instantly.

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Your rights when complaining to an energy supplier

Energy companies in the UK are regulated by Ofgem and must follow strict rules on billing, switching, and customer service. Here's what you need to know.

⚖️ Key rights and legislation

  • Ofgem Guaranteed Standards — suppliers must respond to complaints within set timeframes or pay compensation automatically
  • Right to accurate bills — suppliers cannot backdate bills more than 12 months (the "back-billing" rule)
  • Switching rights — you have the right to switch supplier; exit fees above £75 per fuel may be unlawful
  • Energy Ombudsman — if unresolved after 8 weeks, you can escalate for free; decisions are binding on suppliers

How to escalate if your supplier ignores you

If your energy supplier doesn't resolve your complaint within 8 weeks, or issues a "deadlock letter", you can refer it to the Energy Ombudsman for free. The Ombudsman can order the supplier to apologise, fix the problem, or pay compensation up to £10,000.

Can my energy supplier backdate charges? ▾
Under Ofgem's back-billing rules, suppliers cannot bill you for energy used more than 12 months ago if the delay in billing was their fault. If you've received a large backdated bill, challenge it immediately with a complaint letter.
What is the Energy Ombudsman? ▾
The Energy Ombudsman is a free, independent service that resolves disputes between consumers and energy companies. You can refer your case after 8 weeks if unresolved, or if the supplier issues a 'deadlock letter'. Their decisions are legally binding on the supplier.
My energy supplier has estimated my bills — is that allowed? ▾
Suppliers may estimate if they can't get a reading, but they must correct bills when actual readings are provided. If estimated bills have led to overcharging, you're entitled to a refund of the difference.

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