Our process
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 recommend you write down the time and date of your calls, the names of the people you speak to and the details of what was said. What evidence will I need to provide?
Registering your dispute
If 8 weeks have passed, or you have received a deadlock letter, and you're still unable to resolve the issue with the supplier, then you can register your dispute with us - for free - via the website, post, email or telephone.
Sending your information
After creating your case you’ll have up to 14 days to get all your supporting information (also known as evidence) to us. We’ll offer your supplier the chance to also provide information and in some cases, they may acknowledge fault and try to resolve your dispute before we need to start our investigation. What sort of financial offer should I expect from my supplier?
Reviewing your case
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.
In more complex cases, our assessment can take longer than the average 6 weeks. You can speed up the process by making sure you give us all the information and details as soon as possible. Should I still pay my bill if I'm complaining about my supplier?
Reaching a decision
Both you and the supplier will be sent our decision and you'll have the opportunity to review it. If you decline our decision, you are free to pursue your dispute with your supplier in court.
It’s important to understand what the possible outcomes could be from our decisions; we simply work to resolve disputes, not to punish suppliers. Do I have to accept your decision?
Delivering the remedy
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.
Once you accept our decision and the remedy is finalised, your supplier is legally bound to implement it. How do you make sure suppliers carry out your decision?
Ready to raise your dispute with us?