The British have a reputation for being too polite to complain, but 2015 has seen an unprecedented amount of complaints against energy suppliers. The complaints are varied from billing disputes, unfair contractual obligations, suspect meter readings and poor customer service.
Many people are discouraged from complaining to large companies on the grounds that they believe their complaint won't be heard fairly. If you need to make a complaint about your supplier, here we explain the best way to go about it...
Making the Complaint
First of all you need to complain directly to your supplier. You'll find the relevant contact details on your latest bill to do it by phone (or post if you prefer), but be sure to have your customer reference number to hand.
You'll need to have your supporting information regarding the complaint clearly thought out, expressed in a calm, unemotional manner, in order to get an appropriate response. Make a note of the date and time, as well as any details discussed during the conversation. Don't be afraid to ask questions if there's anything you don't understand. Let the customer service representative know that you will follow up with a complaint in writing.
Type up your complaint, including all relative information, and reference any relevant information discussed by phone. Be sure to send your letter via Recorded Delivery so you can prove that it was delivered.
It may take further calls and letters to resolve, depending on the nature of your complaint. If you're still not satisfied after eight weeks, write to your supplier one final time, informing them that you'll be escalating the case to the ombudsman if their next response fails to provide a satisfactory conclusion.
Hopefully that will be enough to get your complaint resolved, but if not you can carry out your threat to refer the case to the ombudsman, which is a free service where your case will be given an independent review. The process can take months due to the volume of complaints that the service deals with, and as such you should try to settle your dispute directly with the supplier where possible. For more information visit www.ombudsman-services.org
Switch to save
If your complaint is simply that your supplier is too expensive, you should look to switch to a cheaper supplier or tariff. For more information read our guide to Switching Energy Suppliers