Energy Complaint Letter Template

Build a clear written complaint to your energy supplier. The letter updates as you type, stays in your browser and is not sent until you copy or download it.

Your details

Everything stays in your browser

Your full name

Account number

Your address

Postcode

Energy supplier

What has gone wrong

Anything else you want to add (optional)

Your letter

[Your address]

Dear [Supplier name],

Formal complaint — account [Your account number]

I believe I have been charged more than the rates I agreed to. Having checked my bills against the unit rate and standing charge on my tariff, the amounts billed do not match what I expected to pay.

I would like to resolve this as a full breakdown of how each charge was calculated, correction of any amounts wrongly charged, and a refund of the difference.

Please treat this letter as a formal complaint under your complaints procedure, and confirm in writing that it has been logged as such. Please also send me a copy of that procedure if it is not already available to me.

If this complaint is not resolved within eight weeks, or if you issue a deadlock letter before then, I intend to refer the matter to the Energy Ombudsman, whose decision is binding on you but not on me.

I look forward to your response.

Yours faithfully,

[Your name]

Your privacy:Nothing you type here is sent anywhere. The letter is assembled in your browser, and the copy and download buttons are the only ways it leaves this page.

Before you send it

Replace anything left in square brackets.
Add dates, reference numbers, disputed amounts and previous contacts.
Say what you want the supplier to do.
Send it through the supplier's complaints route and keep a copy.

If the complaint is not resolved

You can take the complaint to Energy Ombudsman after eight weeks, or sooner if you receive a deadlock letter. The service is free. Keep your bills, correspondence and notes of any phone calls.

If you need extra help

If the problem is affordability, ask your supplier for a payment plan you can afford and check the grants and schemes page. Ask about the Priority Services Register if you need extra support because of age, disability, health or another personal circumstance.

Frequently asked questions

How long does an energy supplier have to resolve a complaint?

Your supplier currently has eight weeks to resolve the complaint. You can contact Energy Ombudsman after that, or sooner if the supplier sends a deadlock letter.

Is Energy Ombudsman free to use?

Yes. The service is free and impartial. If you accept its decision, the supplier is required to carry out the remedy.

Should I complain by letter, email or phone?

You can use any route, but writing gives you a dated record of what you said and what you asked the supplier to do.

Does this tool send my complaint for me?

No. It builds the letter in your browser. You copy or download it and send it yourself; nothing you enter is submitted to Energy Review.

What if I am struggling to pay rather than disputing a charge?

Contact your supplier and ask for an affordable payment plan. You may also qualify for help through an energy support scheme.

Written by

Rob Gibbs

Hi, I'm Rob, and I run Energy-Review.co.uk. I initially started this project in 2018 when I was looking to switch energy suppliers and found there wasn't a website that provided simple, data-backed reviews on all the suppliers available. Since then, I have spent a lot of time (too much, some may say!) looking at all publicly available data about each supplier and writing reviews using this information. These reviews are updated as regularly as possible, and any data is backed up by a source where necessary. I have also started writing guides on various energy-related topics, which hopefully you will find useful. If you find any issues, please use our contact form to let us know.