When things go wrong with your energy supplier we work fairly and impartially to resolve your dispute, aiming to put you back in the position you were in before it happened.
Raise the issue with your supplier
Before you contact us you should notify your supplier and work with them to try and resolve your issue. Your supplier has up to 8 weeks to resolve the issue, unless they send you a deadlock letter allowing you to come to us sooner.
We’ll review your dispute based on the information submitted, before making a fair and impartial decision. We look at the supporting information, the law, any relevant regulation and what is accepted as good industry practice.
When you accept a decision your supplier is obliged to implement the proposed remedy within 28 days. If it remains outstanding after 28 days, we will contact the supplier to understand why and will keep you informed until it has been completed.