The watchdog has issued contemporary recommendation
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Households locked in rows over billing blunders, delayed repairs or poor customer support have been advised their vitality provider has an eight week deadline to place issues proper.
In a reminder to households, the regulator Ofgem stated suppliers are legally required to function an “ample complaints course of” and should try and resolve issues inside two months. The watchdog urged prospects to contact their vitality firm instantly if they’re sad with their service, relatively than turning instantly to exterior our bodies.
It stated: “Your vitality provider needs to be your first level of contact you probably have an issue with their service – they should have an ample complaints course of.”
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If it issues the pipes and wires that carry gasoline and electrical energy, you could must contact your community operator as a substitute.
Suppliers and community operators are required to publish particulars of their formal complaints process on their web site or on vitality payments. They need to additionally clarify the method over the telephone if requested. Households are suggested to maintain a document of the date they first raised the grievance – as this begins the eight-week clock.
What occurs after eight weeks?
If the problem will not be resolved inside eight weeks – otherwise you obtain what is named a ‘impasse letter’ stating the dispute can’t be settled – you possibly can escalate the grievance to the Power Ombudsman.
The Ombudsman can order companies to:
- Repair the issue
- Present an evidence
- Challenge compensation
Power corporations should adjust to the Ombudsman’s ruling. Nevertheless, Ofgem careworn that it’s impartial from the Ombudsman and can’t become involved in particular person investigations or selections.
Your vitality provider needs to be your first level of contact you probably have an issue with their service – they should have an ample complaints course of.
For recommendation on the right way to contact them and get the help you want, look right here: https://t.co/ZYE2svhTXy pic.twitter.com/fkt0ecgprU
— Ofgem (@ofgem) February 23, 2026
The place to get further assist
For these struggling to navigate the method:
In England and Wales, free help is out there from Residents Recommendation right here.
In Scotland, customers can search assist through Power Recommendation Scotland right here.
Extra susceptible households, or these going through advanced or pressing instances, could also be referred to the Residents Recommendation Further Assist Unit, which may intervene instantly with suppliers.
Are you able to complain about Ofgem?
Ofgem – the impartial regulator for England, Scotland and Wales – doesn’t resolve particular person shopper disputes.
However prospects who imagine the regulator itself has acted improperly can submit a proper grievance about Ofgem’s conduct.
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