Energy companies are obliged to comply with the Ombudsman’s ruling
Energy companies are obliged to comply with the Ombudsman’s ruling(Image: coldsnowstorm via Getty Images)
Households caught in disputes over billing errors, maintenance delays or substandard customer service have been reminded that their energy provider has an eight-week window to resolve matters.
In guidance issued to consumers, the regulator Ofgem stated that suppliers are legally obliged to maintain an “adequate complaints process” and must endeavour to settle issues within two months. The watchdog also encouraged customers to approach their energy firm directly if dissatisfied with their service, rather than immediately seeking help from external organisations.
It stated: “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.”
Who should you complain to?
If the issue involves billing, customer service or your tariff, you should approach your energy supplier – the company that issues your bill. If it concerns the pipes and wires that transport gas and electricity, you may need to approach your network operator instead.
Suppliers and network operators are obliged to publish details of their formal complaints procedure on their website or on energy bills. They must also clarify the process by telephone if requested. Households are recommended to keep a record of the date they first raised the complaint – as this triggers the eight-week clock.
What happens after eight weeks?
If the matter remains unresolved after eight weeks – or you receive what is known as a ‘deadlock letter’ indicating the dispute cannot be settled – you have the option to escalate your complaint to the Energy Ombudsman.
- The Ombudsman has the authority to instruct firms to:
- Fix the problem.
- Provide an explanation.
- Issue compensation.
Energy companies are obliged to comply with the Ombudsman’s ruling. However, Ofgem has emphasised that it operates independently from the Ombudsman and is unable to intervene in individual investigations or decisions.
For those finding it difficult to navigate the process:
In England and Wales, free support is available from Citizens Advice here.
In Scotland, consumers can seek help via Energy Advice Scotland here.
More vulnerable households, or those facing complex or urgent cases, may be referred to the Citizens Advice Extra Help Unit, which can intervene directly with suppliers.
Can you complain about Ofgem?
Ofgem – the independent regulator for England, Scotland and Wales – does not resolve individual consumer disputes. But customers who believe the regulator itself has acted improperly can submit a formal complaint about Ofgem’s conduct.
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