Ofgem has issued a fresh warning urging millions of UK households struggling with energy suppliers not to suffer in silence, reminding them of their rights to a formal complaints process.
Complaints Process and Eight-Week Resolution
The energy regulator stated that every supplier must have an adequate complaints procedure, which should be the first point of contact for issues such as incorrect bills, poor customer service, delays, meter problems, or other disputes. Suppliers are expected to investigate and resolve complaints within eight weeks.
If the supplier fails to resolve the issue within that timeframe or issues a 'deadlock letter' indicating no further action, customers can escalate their case to the Energy Ombudsman. The Ombudsman has the power to order suppliers to correct mistakes, provide explanations, or pay compensation.
Consumer Advice and Support
Ofgem advises households to keep records of when they first contacted their supplier, as this may be needed for escalation. The regulator emphasized that it cannot investigate individual complaints or overturn Ombudsman decisions, as the two bodies operate independently.
In a message on social media, 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.'
Additional Help Available
Consumers needing extra support can seek free advice from Citizens Advice in England and Wales or Energy Advice Scotland. Those with complex or urgent cases may be referred to the Citizens Advice Extra Help Unit. The reminder comes as households continue to scrutinize bills and service standards after years of soaring prices and market upheaval.
