What complaints may be made?
You may complain about any number of issues with your supplier. The general principle is that where you have been promised a service or a level of service by your supplier, and they have failed to meet that standard (such as a steady supply of gas or electricity, charging more than you expected or charged for services that you have not signed up for) then you have grounds to complain.
How can I make a complaint?
You may make a complaint directly to your supplier or network operator. Utility companies are required to have a complaints procedure, so it is worth seeking information on their procedure.
When making a complaint, you should keep records of any contact you have with the supplier on the issue at hand, ensure you explain the issue along with:-
- The Date:
- Who you are speaking to (and their contact information, if applicable):
- What you have spoken about:
- What actions you have been asked to take and relevant deadlines:
- What actions the supplier has said they will take and relevant deadlines:
You should follow this structure for any communication that you receive over the phone.
They may ask for more information, take a meter reading, and then propose a solution. If you are not happy with the offered solution then you should write to the Energy Ombudsman.
The Energy Ombudsman.
This is a free, independent and impartial service that can help you to resolve matters. They can instruct your provider to make a financial award. You are free to make a complaint to the Ombudsman if you feel that your supplier is unwilling to negotiate a repayment plan at any time after your initial complaint.
You may apply to the Energy Ombudsman if you are:
Unhappy with a response given to you.
Unable to resolve the issue with your supplier, and it has been 8 weeks since your complaint.
Referring to the case within 12 months of a deadlock letter.
Additional Resources
You may get help and support from Citizens Advice at any point during the complaints process. You may also look at online services and apps that offer advice in filing and storing complaints. Needless to say, we would also be more than willing to complain to them on your behalf.
How we can help
Leston’s can provide this service for you if you prefer, just send us as much information as you can from the outset so that we can provide as much detail regarding the complaint. to gain our assistance simply click on the “Create a case” link at the top of this page to initiate a case.
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