Complain to your energy supplier or network operator first. If it has not resolved the issue after eight weeks, you can usually take it to the Energy Ombudsman; you may be able to go sooner if the company sends a deadlock or final decision letter. The Ombudsman’s service is free, but check that your dispute is eligible and follow the deadline and instructions in your letter.
1. Find the right company and its complaints process
Start with the company responsible for the problem: usually your energy supplier, but for some issues it may be the network operator. Follow the company’s published complaints procedure and ask for its complaints team if it has one. Ofgem says you can complain by phone, email or through the company’s website. Ofgem explains how to complain to a supplier or network operator.
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If you are unsure which company is responsible, explain the issue to the organisation you have contacted and ask it to identify the correct complaints route.
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Make your complaint specific. Describe what happened, when it happened and how it has affected you. Say what you would like the company to do—for example, correct a bill, refund an overpayment, fix a problem or discuss an affordable payment plan. These are possible remedies to request, not guaranteed outcomes. Citizens Advice explains how to contact your supplier about a problem.
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Keep the wording factual and include dates, account details and any earlier attempts to resolve the issue. If you speak to the company by phone, note the date, the person or team you spoke with, and what was agreed.
3. Keep evidence and record the first contact date
Save copies of your complaint and the company’s replies. Useful evidence may include bills, meter readings or photographs, account statements, and emails or letters. Record when you first raised the complaint: the eight-week escalation period is measured from the complaint, so a clear record can help you establish when you may refer it.
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4. Decide when to go to the Energy Ombudsman
You normally need to give the company up to eight weeks to resolve your complaint. You may be able to escalate earlier if it sends a deadlock or final decision letter saying it cannot resolve the matter, or has no more to offer. Follow the letter’s instructions and check the Ombudsman’s current eligibility guidance before submitting.
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| Route | When it may apply | What to do |
|---|---|---|
| Wait for the eight-week point | The company has not resolved your complaint after eight weeks. | Check the date you first complained, then review the Ombudsman’s current instructions before referring the dispute. |
| Escalate after a deadlock or final decision letter | The company issues a letter that permits you to take the unresolved complaint further. | Read the letter carefully and use its deadline and instructions; you may not need to wait for eight weeks. |
The Energy Ombudsman describes the matters it commonly handles, including disputes about bills, smart meters, Feed-in Tariffs, customer service, switching, sales and the supply of energy to a home. It says it does not handle disputes about commercial decisions on whether to provide a product or service, or disputes about liquid petroleum gas. Not every energy-related disagreement is eligible, so check the Ombudsman’s information for energy-supplier disputes if your case is unusual.
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- 【Estimate Your Energy Bill】 Enhance energy management by integrating with billing systems for clear cost visualization (both single and periodic readings). Additionally, programmable scheduling allows automatic operation of high-consumption devices during off-peak hours with lower electricity rates, resulting in cost savings.
- 【Smart Charging for Devices】Automatically cuts power once your device reaches the low-battery limit you set, preventing overcharging.
- 【Auto-Shutoff】Prevents electrical overload by automatically shutting off devices that use too much power.
- 【Voice & Remote Control】 With built-in support for both Alexa and Google Assistant, issue simple voice commands to adjust settings, turn devices on or off, or even access specific functions without lifting a finger. Manage Tapo P115 and its connected devices from anywhere with the user-friendly Tapo app.
5. Submit your dispute
The Energy Ombudsman says creating a case on its website is the fastest way to escalate a dispute. Its online process asks you to find your supplier, confirm that eight weeks have passed or that you have a deadlock letter, and provide details and supporting documents. The Ombudsman says the supplier name, account holder’s name, account number and date of the original complaint can help speed up case creation. Some disputes may be handled outside the online platform; consult the current instructions for raising a dispute for submission options and assistance.
Include a concise account of what happened, what you have already done to resolve it, and what outcome you are seeking. Upload relevant records and keep a copy of what you submit.
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6. Understand the decision and the deadline
Ofgem says a company must carry out the actions set out in the Ombudsman’s decision. Depending on the case, those actions could include putting the problem right, explaining what happened or paying compensation; none is guaranteed in advance. Ofgem sets out the roles of the supplier, regulator and Ombudsman.
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Citizens Advice says to refer the complaint within 12 months of the supplier’s decision letter and notes that accepting the Ombudsman’s decision closes the complaint. Check the wording and terms in your own letter, along with the current Ombudsman guidance, before deciding what to do. Read Citizens Advice’s guidance on complaining to the Energy Ombudsman.
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Who does what?
- Supplier or network operator: The company you complain to first and give the opportunity to resolve the issue.
- Energy Ombudsman: The independent dispute-resolution service that considers eligible complaints after the escalation threshold is met.
- Ofgem: The energy regulator. It says it is independent from the Ombudsman and cannot intervene in the Ombudsman’s investigations or decisions.
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