New Monday alert for Brits that need ‘support’ over energy bills | Personal Finance | Finance
Millions of households struggling with their gas and electricity firms are being told they have clear rights to demand action – and can even escalate complaints if companies fail to respond.
Energy regulator Ofgem has issued fresh guidance urging customers to go directly to their supplier as the first port of call if something goes wrong, stressing on Monday that firms “must have an adequate complaints process”. The watchdog said anyone unhappy with billing, service or supply issues should formally raise the matter and clearly state what they want done to put things right.
Eight-week deadline to act
Suppliers and network operators – the firms responsible for pipes and wires – are required to try to resolve complaints within eight weeks.
Customers are urged to keep a record of when they first raised the issue, in case they need to take matters further.
If the problem drags on, or the response falls short, households can escalate their case to the Energy Ombudsman.
This independent body can order firms to take action, which may include fixing the issue, providing an explanation, or even paying compensation.
You can also go to the Ombudsman sooner if you receive a so-called “deadlock letter” – confirmation from your supplier that it cannot resolve the complaint.
Free help available for struggling households
Consumers are also being reminded that support is available, particularly for those facing complex or urgent disputes.
In England and Wales, Citizens Advice offers free, impartial guidance on how to deal with energy complaints, while separate services operate in Scotland.
For more serious cases, the Citizens Advice Extra Help Unit may step in – especially where individuals are vulnerable or unable to deal with their supplier directly.
Ofgem cannot step in directly
Despite issuing the warning, Ofgem made clear it does not investigate individual complaints itself.
Instead, it oversees the market and ensures firms follow the rules, leaving case-by-case disputes to suppliers and the Ombudsman.
The message to consumers is simple: complain early, keep records, and don’t hesitate to escalate if you are not getting results. More details can be found here.
