Energy customers struggling to resolve disputes with suppliers are being urged not to abandon complaints, as consumer experts say formal escalation routes remain available and free to access.
Consumer rights campaigner Martyn James said many customers are losing confidence in the complaints system despite formal processes designed to ensure disputes are resolved.
“It’s actually straightforward to get an energy problem sorted out,” he said.
Customers only need to formally register a complaint once before the issue can be escalated if the supplier does not resolve it within required timeframes.
Under current rules, if a complaint is not fully resolved within eight weeks, customers can take the same issue to the Energy Ombudsman at no cost.
The service provides independent investigation into disputes between customers and energy suppliers.
Mr James said the process usually requires customers to clearly explain what has gone wrong and provide supporting evidence where available.
He suggested falling complaint numbers recorded in official statistics may reflect customer disengagement rather than improved service performance across the sector.
Experts say raising an issue is simple
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Common complaint categories typically include billing errors, smart meter faults, and wider metering equipment problems.
Customers also frequently report difficulties recovering credit balances, accessing support during financial hardship, and receiving poor service responses.
Additional complaint types include back billing disputes, being charged for another property’s energy usage, and concerns linked to debt collection practices.
Mr James said real life cases often involve multiple overlapping issues rather than a single isolated problem.
Customers should prioritise their main complaint
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He said customers should prioritise their main complaint while still listing all related issues during the reporting process.
Energy suppliers are required to resolve complaints within eight weeks from the point a customer formally uses the word complaint during contact.
Suppliers must then provide their findings in writing once the investigation is complete.
If a supplier cannot resolve the issue, it must issue a final decision letter outlining its conclusions and explaining the customer’s right to escalate the case.
The ombudsman is available to dissatisfied customers
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Customers can then approach the ombudsman if they remain dissatisfied with the outcome, and can escalate complaints if eight weeks pass without full resolution.
The ombudsman service is free to use for all domestic energy customers.
Industry proposals are currently being considered that could reduce the supplier response window from eight weeks to four weeks.
They also include plans to expand the ombudsman’s powers and require suppliers to automatically transfer unresolved complaints rather than relying on customers to do so.
