If you haven't raised a complaint yet, you can do it here:
If we can’t resolve your complaint
If we're unable to resolve your complaint to your satisfaction, we'll send you a deadlock letter. Once you’ve received it, it’s up to you whether you’d like to take your complaint to the Ombudsman for an independent review.
You can also contact the Ombudsman without a deadlock if your complaint has remained open after 8 weeks.
Please note: the Ombudsman may refer you back to us if you have not received a deadlock letter or if we haven’t yet had enough time to fully investigate your complaint.
What the Ombudsman does
The Ombudsman is a free, independent service. They will carry out an investigation on your behalf and provide a resolution for your complaint.
Any decision the Ombudsman makes is binding on us, but not on you.
As part of resolving your complaint, the Ombudsman may ask us to:
- apologise or provide further explanation
- take action to put things right
- award compensation, where appropriate
Ombudsman Services: Energy – contact details
- Phone: 0330 440 1624
- Textphone: 0330 440 1600
- Email: enquiries@os-energy.org
Citizens Advice Consumer Service
The Citizens Advice offers free, independent and impartial advice. If you are a domestic customer, you can contact them at any point during your complaint.
They are the official source of support for energy-related issues and can help you understand your rights and options.
- Call: 0808 223 1133 (Mon–Fri, 9am–5pm)
Customer support
