Letter to complain to an energy supplier

This advice applies to Scotland. See advice for See advice for England, See advice for Northern Ireland, See advice for Wales

If you're having problems with your energy supplier, you can use this template letter to write your complaint. You might be complaining about:

  • poor customer service

  • an incorrect bill

  • problems with your meter

There are different template letters you can use if your complaint is about:

  • a bill for usage from over 12 months ago

  • paying back money you owe

  • switching supplier if you have a prepayment meter

  • being mis-sold energy

Check out other energy template letters.

We don’t send your letter for you. Once you’ve written it you’ll need to send it to your supplier. 

Writing your letter

First you’ll need to fill in a form with some details about your problem. Then we’ll use your answers to create your letter. 

To write your letter you’ll need:

  • your account number

  • your energy supplier’s name and address

  • dates of any other complaints you’ve made about this problem

  • complaint reference numbers, if you have any

  • a few sentences explaining your problem

We won’t store your information. If you go to another webpage before you’ve finished your letter, your answers will be deleted.

Press ‘preview’ to check your letter. If you’d like to change anything, press ‘edit’ to be taken back to the form.

Sending your letter

There are different ways you can send your letter to your supplier. You can:

  •  download it and attach it to an email

  •  download it and print it out to send in the post

  •  copy and paste it into an email or web form

You should save a copy of the letter for your records.

Check how to send your letter to your energy supplier.

If you need help, contact your local Citizens Advice Bureau.

Sam Hoolin

8 Park Avenue
Arlton
AL1 4CA

sam123@mail.com

01632 960001

British Power

24 Station Road
Giltham
GT16 3LP

Type of supply: Dual fuel

Account number: A632145

Reference number: JH556612

13 July 2024

To whom it may concern,

Re: Complaint against British Power

I have still not received my first bill at this address, despite contacting you several times to ask for one. I moved into my new home on 10 July. I requested a bill on 3 August, 10 September and 7 October.

Please send me a bill as soon as possible.

I first complained on 22 October 2022. I understand you have 8 weeks to resolve my complaint before I can go to the energy ombudsman. If we haven't agreed a resolution about my complaint before the 8 weeks have lapsed, I understand you'll issue me with a deadlock or 8 week letter which means I can then take my complaint to the energy ombudsman.

I have calculated that the 8 weeks will have lapsed on 17 December 2022.

I first contacted you about this by email.

Please respond to my concerns, including any other information you feel would help resolve this complaint.

Please reply in writing within 10 working days. If you fail to respond in this time, I will consider taking the matter further.

Thank you.

Yours faithfully,

Sam Hoolin