Millions of households who are battling with their gas or electricity supplier are being urged not to suffer in silence after the energy regulator issued a fresh warning over consumers’ rights.
Ofgem has reminded customers that every energy supplier must have a formal complaints process and should be the first port of call if things go wrong, whether it is an incorrect bill, poor customer service, delays, meter problems or other disputes. The regulator says suppliers are expected to investigate complaints and try to resolve them within eight weeks.
If they fail to do so, customers may be able to escalate their case to the Energy Ombudsman, which has the power to order firms to put things right and even pay compensation.
The reminder comes as millions of households continue to scrutinise their energy bills and service standards after years of soaring prices and upheaval in the market.
In a message to consumers, Ofgem said: “Your energy supplier should be your first point of contact if you have a problem with their service – they must have an adequate complaints process.”
Customers can complain if they have problems including incorrect bills, poor customer service, delayed responses, meter issues or other concerns about the way their supplier has handled their account.
Ofgem says suppliers and network operators should explain their complaints procedure on their website, on energy bills or over the phone, and must attempt to resolve complaints within eight weeks.
Households are advised to keep a record of when they first contacted their supplier in case they later need to escalate the complaint.
If the issue is still unresolved after eight weeks, or if the supplier issues a so-called “deadlock letter” saying it cannot do anything further, customers can take their case to the Energy Ombudsman.
The Ombudsman has the power to order suppliers to take action, which can include correcting mistakes, providing an explanation or paying compensation where appropriate.
Ofgem stresses that it cannot investigate individual complaints or overturn decisions made by the Energy Ombudsman because the two organisations operate independently.
Consumers who need extra help can also seek free advice from Citizens Advice in England and Wales or Energy Advice Scotland in Scotland. Those with particularly complex or urgent cases may be referred to the Citizens Advice Extra Help Unit for additional support. Ofgem’s guidance on making a complaint about your energy supplier is available here.
