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If there is a problem with your bill, or you want to complain about a retailer, there are some simple steps you can follow to help you resolve the problem as quickly as possible.

Problems with a retailer might include:

  • you think you were overcharged
  • your energy was wrongly cut off
  • the retailer did not help you when it was hard to pay your bill
  • salespeople keep calling or visiting you after you told them to stop
  • salespeople were too pushy
  • no one told you that you had 10 business days to change your mind about a new energy plan that you agreed to.

If the complaint relates to an outage or other supply problem, you need to contact your energy distributor, not your retailer. For more information, see our Faults and emergencies page.

If you have a problem with your electricity meter or your meter reading, contact your electricity retailer in the first instance. But if you have a problem with your natural gas meter or your meter reading, you need to contact your gas distributor.

Contact the retailer

First, phone or write to your energy retailer. Tell them:

  • what the problem is
  • how you want it fixed.

This might be all you have to do to fix the problem.

If this does not work, phone the retailer and ask to speak with a senior officer or manager. Then write down:

  • their name
  • when you phoned
  • what you talked about.

If they give you a reference number, write that number down as well.

You can also put your complaint in writing, either by email or mail, so that the retailer has a detailed record of your complaint that you can both refer to later.

Contact your energy ombudsman

If you are still unhappy, contact your local energy ombudsman. Their contact details are on our Useful contacts page.

The energy ombudsman helps to fix problems between customers and energy retailers. You do not have to pay to use the energy ombudsman.

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Last updated on Wednesday, October 25, 2023 at 2:34 PM