Complaining about your gas or electricity supplier
When the Energy Ombudsman will take your case, what a deadlock letter does, and the rules your supplier has to follow.
The short answer
- You can escalate after
- 8 weeks from your first complaint
- Or sooner, if
- they send you a deadlock letter — a final response saying they will do no more. That removes the waiting period completely.
- Who decides it
- Energy Ombudsman
- Deadline
- within 12 months of the deadlock letter
The law on your side
- the supplier’s Ofgem supply licence standards of conduct
- the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 (SI 2008/1898)
Checked against the source on 16 September 2026. If you spot something out of date, tell us and we will fix it.
What to do first
Complain to the company in writing, and make it a formal complaint in those words — that is what starts the clock. Say what happened with dates, what you want, and give them 14 days. Keep every reply.
If they go quiet or fob you off, the clock above is what you are counting down.
Or have it written for you
Pester writes the complaint citing the right law, and drafting one is free — copy it and send it yourself. For £9 it sends it in your name, chases every three working days, and builds the ombudsman pack when they stall.
Draft my complaint free