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How can I make a complaint about my fuel supplier?

This information applies to England, Wales and Scotland

If you have a complaint about your fuel supplier, you should take this up first with your supplier.

Your supplier must have a procedure for dealing with complaints. You should be able to get a copy of this procedure from your supplier's website.

You can complain by phone, in person or in writing - including by email.

If you need help or advice about making a complaint or dealing with your fuel supplier, you can contact Citizens Advice consumer service on 0845 404 0506.

If your supplier is unable to sort your complaint out to your satisfaction, they must tell you this in writing. This is called a letter of deadlock. Once you have been sent a letter of deadlock, if you want to take the complaint further, you can contact the Ombudsman Services: Energy. If you have not been sent a letter of deadlock, you must wait at least eight weeks before you can contact the Ombudsman Services: Energy.

For contact details of the Ombudsman Services: Energy, see under Complaints in Energy supply.

Complaining if you're vulnerable

Some gas and electricity consumers are considered to be vulnerable. This might apply to you if it would be unreasonable to expect you to make a complaint on your own because:

  • you are mentally or physically disabled
  • you lack basic language or reading skills in English. It won't apply if you have access to interpreting facilities
  • you have particularly difficult personal circumstances. For example, you may have been recently bereaved
  • there is a particularly urgent need to sort out your problem and you are unable to do this in time
  • your problem is especially complicated.

If you are vulnerable and you haven't been able to sort out your problem directly with your fuel supplier, you should contact the Citizens Advice consumer helpline on: 0845 404 0506.

If you're not satisfied with the way your complaint has been dealt with, you can complain to the Ombudsman Services: Energy.

For contact details of the Ombudsman Services: Energy, see Complaining about energy companies.

Complaining if you've been disconnected

If you have been disconnected, or are threatened with disconnection and have not been able to sort things out with your fuel supplier, you should contact the Citizens Advice consumer helpline on: 0845 404 0506.

Disconnection includes where something has gone wrong with your prepayment meter so that you're unable to make a payment or have made a payment but your gas supply still isn't working.

Other Frequently asked questions about gas and electricity: