Making Complaint About Your Energy Supplier or Network Operator.

Ever felt stuck trying to solve a problem with your energy supply? Maybe your bills aren’t adding up, your electricity keeps flickering, or you’ve spent way too long on hold. It’s frustrating, isn’t it? The good news is, you don’t have to figure it all out on your own. Here’s a simple, clear guide to resolving issues with your energy supplier or network operator.

First, Know Who to Contact

First things first—do you know who you’re supposed to talk to? Your energy supplier sends you your bills and manages your account, while your network operator looks after the pipes, cables, and wires delivering your electricity and gas. It can feel confusing, so if you’re not sure, we’ve got you covered. Head to our easy-to-use Find your energy supplier page and you’ll be pointed in the right direction.

Step 1: Get in Touch and Explain the Issue

When something goes wrong, your first step should always be to contact your energy supplier or network operator directly. Give them a call, write an email, or even send a letter if you prefer. If words aren’t your thing—or you want some extra guidance—grab our handy Citizens Advice complaint letter template. It’ll save you a ton of time.

Be clear about what went wrong and tell them exactly what you’d like them to do to fix it. And this is important: write down the date you first contacted them. Trust me; you’ll thank yourself later if things drag out.

Energy suppliers and network operators have eight weeks to sort out your complaint. That might feel long—especially when things aren’t working—but hang in there.

Still Not Fixed? Time to Call in the Ombudsman

Here’s the thing: sometimes issues linger, or maybe you hit a wall. After eight weeks—or sooner if your supplier throws in the towel and says they can’t help—you’re not stuck. You can take your complaint to the Energy Ombudsman. Think of the Ombudsman as a neutral referee. They step in, listen to your side, listen to theirs, and make a fair decision that suppliers and network operators must follow.

You can contact the Ombudsman if:

  • Your supplier or network operator hasn’t fixed your problem within eight weeks.
  • They’ve admitted defeat and told you they can’t solve your issue.
  • You’re unhappy with the response you’ve received.

When the Ombudsman steps in, their decision matters. They can order suppliers or network operators to fix the problem, clearly explain what went wrong, or even offer you compensation for your trouble.

Oh, and in case you’re wondering—Ofgem is separate from the Energy Ombudsman. We oversee the industry, but we don’t get involved in individual cases. So, if you disagree with the Ombudsman, it’s not something we can change. But don’t worry; if you feel like we’ve made a mistake or there’s something we could do better, you can always complain about Ofgem directly.

Need Extra Help?

Let’s face it—some complaints can get complicated, stressful, or urgent. If you feel overwhelmed, Citizens Advice has an Extra Help Unit designed just for these tough situations. They’ll step in when you’re struggling to sort things out on your own.

Where to Go for Support:

  • In England and Wales: Start with Citizens Advice.
  • In Scotland? Visit energyadvice.scot—it’s the go-to place for reliable energy advice.

At the end of the day, your energy supplier and network operator are there to keep things running smoothly—but they’re also accountable to you. So don’t hesitate. Your voice matters, and we’re here to make sure it gets heard.