Energy ombudsman

For energy services, first make a complaint to the supplier and ask it to put the account on hold while it deals with the complaint. If, after 10 days, there has been either no response or an unsatisfactory response, the complaint should be escalated through the supplier’s complaints procedure. Refer to its code of practice for details of how to do this. The case can be referred to the Energy Ombudsman either eight weeks after the complaint was made or after the supplier has issued a ‘deadlock letter’ – ie, negotiations have broken down and neither party will reconsider its position. The complaint must be referred to the Energy Ombudsman within 12 months of the deadlock letter being issued. Sometimes, the ombudsman can investigate an older complaint if the client has not received a deadlock letter.