Complain to the energy ombudsman
You can complain to the energy ombudsman if you’ve already complained to your energy company and either:
you’re not happy with their decision
you’ve not been given a decision within 8 weeks
The energy ombudsman is independent and can:
get the supplier to look at your complaint again
decide that the supplier made the right decision
force the supplier to give you a response to your complaint
In some instances, they might tell your supplier to give you financial compensation.
When you can complain
You must complain to the ombudsman within 12 months of your supplier telling you their decision. If your supplier hasn't given you a decision you might have longer than 12 months, but it's still worth complaining as soon as you can.
How to complain
You can complain to the energy ombudsman online.
The Citizens Advice consumer helpline can give you advice about:
making a complaint to the energy ombudsman
taking the complaint further if you disagree with the ombudsman’s decision
If you accept the ombudsman's decision, they'll close the complaint and you won't be able to change the decision.
You can also contact the ombudsman if you need more information. Find contact details on the ombudsman website.