Ofgem is the energy supply regulator for gas and electricity suppliers across Great Britain, setting maximum prices and working to protect users
Ofgem has issued an alert to gas and electricity customers – telling them “you have the right”. The gas and electricity regulator has taken to social media to advise people over their energy supply.
Posting on X (formerly Twitter) on Monday, it outlined what users should do if they found they had a problem with their service. And it said all energy firms must have systems in place to deal with it.
It said: “Your energy supplier should be your first point of contact if you have a problem with their service – they must have an adequate complaints process.” It added for advice on how to contact them and get the support you need you should go to its website.
The regulator’s website sets out details of the best way to get any issues resolved. It says: “If you have a problem with your energy supply or you are unhappy with the service you have received, you have the right to complain.
“Depending on what the problem is, you can complain to either your energy supplier (the company that provides your energy) or network operator (the company responsible for the pipes and wires that carry electricity and gas).” If you are not sure who to contact, you can find your energy supplier here.
The site continues: “If you have a problem with your energy supplier or network operator, contact them and explain what you would like them to do to make it right. They should have a formal complaints procedure process on their website or on your energy bills that explains how to do this.
“They can also explain their complaints procedure process if you contact them by phone. If you want to write to them or send them an email, you can use the Citizens Advice complaints letter template.”
How long do they have?
Ofgem advises: “Suppliers and network operators must try to fix any problems you’ve reported within eight weeks. Make a note of the date you first contacted them in case you need to check this later.”
What if they don’t resolve the issue?
It says if you have further issues, you can go to the Energy Ombudsman, which can help resolve problems between customers and suppliers or certain network operators. You can complain to the Energy Ombudsman if:
- a problem you have reported to your supplier or network operator is not fixed within eight weeks
- you receive a “deadlock letter”, stating your problem cannot be fixed
- you’re not happy with the response you have received
Ofgem adds: “Suppliers and network operators must carry out the actions listed in the Ombudsman’s decision. These actions can include fixing your problem, explaining what happened or paying compensation.”
However, it advised: “Ofgem is independent from the Energy Ombudsman. We cannot get involved in investigations or decisions that the Ombudsman makes.”
