How to complain about hidden energy savings

Energy prices have plummeted recently, but that doesn’t mean these savings are being passed on to customers.

If you find that you need a response from your energy company, here’s how to get complaints about electricity suppliers or gas providers heard.

Complaints about electricity supplier v energy network

First, make sure you know who to approach. If your issue is about a power cut, it’s your energy distribution network and not your supplier. Find who your electricity network operator is on the Energy Networks Association website.

Other issues, such as billing, faulty meters or poor service, should be dealt with by your energy supplier’s customer support team directly.

Contact the customer support team. It’s recommended that you combine a phone call with a follow-up email or letter, as this creates a paper trail complete with time stamp and details of what was discussed.

Remember to always have your customer number and ask for a reference number for your case, for use in correspondence.

Make a note of the time and date you make initial contact, who you speak to, and the issue you are calling about.

Your supplier may require some sort of evidence. If you are sending this via post, then consider using registered mail as proof it was sent.

Never send original copies of any evidence and, where possible, keep time stamps. If you send bills as digital photos, make sure no key information is cropped out.

Contact the Citizens Advice consumer service

Citizens Advice is a charity, so will only help with a full case for a vulnerable customer. It will, however, provide comprehensive coverage of your rights and how to deal with things such as increased rates and switching energy suppliers.

You can contact the service by phone or online chat or visit a local branch for a consultation.

Check its online hub page to see if you can find the answer to your dilemma there before making contact. Advice line: 03444 111 444 Text relay: 03444 111 445 The Energy Ombudsman