As a consumer, you have a right to complain about the services you receive from energy providers. In the UK, the Office of Gas and Electricity Markets (Ofgem) regulates the energy market and oversees the complaints process. If you have a complaint about your energy provider, it is important to know your rights and understand the Ofgem complaints process.
Here is what you need to know about making an energy complaint to Ofgem:
Step 1: Contact your energy provider
Before filing a complaint with Ofgem, you should first contact your energy provider and try to resolve the issue directly. Most energy providers have a customer service team that can help you with billing issues, meter readings, and other concerns. You should keep a record of any correspondence with your energy provider, including the date and time of your call, the name of the customer service representative, and a summary of the conversation.
Step 2: Make a formal complaint to your energy provider
If you are unable to resolve the issue with your energy provider directly, you should make a formal complaint. Energy providers are required by Ofgem to have a formal complaints process in place. You can find information about your energy provider’s complaints process on their website, in their terms and conditions, or by contacting their customer service team.
When making a formal complaint, be sure to provide as much detail as possible about the issue you are experiencing. Include any relevant account numbers, dates, and times. Explain what steps you have taken to resolve the issue and why you are still dissatisfied. Ask for a resolution to the issue and a timeframe for when you can expect a response.
Step 3: Escalate your complaint to Ofgem
If you are still unsatisfied with the response from your energy provider, you can escalate your complaint to Ofgem. Ofgem provides a free, independent dispute resolution service to help consumers resolve complaints with their energy provider.
To escalate your complaint to Ofgem, you will need to provide them with a copy of your formal complaint to your energy provider, including any response you have received. You can submit your complaint to Ofgem online, by email, or by post.
Step 4: Wait for a response
Once Ofgem has received your complaint, they will assess it to determine whether it falls within their jurisdiction. If your complaint is outside of Ofgem’s remit, they will direct you to the appropriate organization.
If your complaint is within Ofgem’s remit, they will contact your energy provider and request a response. Energy providers are required to respond to Ofgem within a set timeframe. Ofgem will then assess the response and decide whether further action is required.
Step 5: Appeal the decision
If you are still unsatisfied with the outcome of your complaint, you can appeal the decision. Ofgem provides an appeals process that allows consumers to challenge the decision made by their energy provider or Ofgem. You can find information about the appeals process on Ofgem’s website.
Tips for Making a Complaint to Ofgem
Keep a record of all communication: It is important to keep a record of all correspondence with your energy provider and Ofgem. This includes the date and time of the conversation, the name of the representative, and a summary of the conversation.
Be clear and concise: When making a complaint, be sure to provide as much detail as possible about the issue you are experiencing. Explain what steps you have taken to resolve the issue and why you are still dissatisfied.