Ofgem energy supplier ‘problem’ alert to UK households | Personal Finance | Finance
Families locked in rows over billing blunders, delayed repairs or poor customer service have been told their energy supplier has an eight week deadline to put things right.
In a reminder to households, the regulator Ofgem said suppliers are legally required to operate an “adequate complaints process” and must attempt to resolve problems within two months. The watchdog urged customers to contact their energy company directly if they are unhappy with their service, rather than turning immediately to outside bodies.
It 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.”
Who should you complain to?
If the problem relates to billing, customer service or your tariff, you should contact your energy supplier – the firm that sends your bill.
If it concerns the pipes and wires that carry gas and electricity, you may need to contact your network operator instead.
Suppliers and network operators are required to publish details of their formal complaints procedure on their website or on energy bills. They must also explain the process over the phone if asked. Households are advised to keep a record of the date they first raised the complaint – as this starts the eight-week clock.
What happens after eight weeks?
If the issue is not resolved within eight weeks – or you receive what is known as a ‘deadlock letter’ stating the dispute cannot be settled – you can escalate the complaint to the Energy Ombudsman.
The Ombudsman can order firms to:
- Fix the problem
- Provide an explanation
- Issue compensation
Energy companies must comply with the Ombudsman’s ruling. However, Ofgem stressed that it is independent from the Ombudsman and cannot get involved in individual investigations or decisions.
Where to get extra help
For those struggling 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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