Your Right to Complain

If you are having issues with you energy provision, queries about your bill, difficulties with equipment that has been supplied e.g. meters or any other reason that you feel warrants a complaint you must first contact your energy provider.

You will be able to find their details on your bill or via your providers individual website.

Sometimes a simple phone call can solve the problem there and then!

It is important when you make these calls that you note down a few things before, during and after :

Should you need to make a formal complaint, it is important that you have evidence to support what you are saying. The nature of your complaint will determine what type of evidence is appropriate but consider the following :

• photos of a faulty meter, error messages
• copies of bills on which you are querying the payment, useage etc.
• your notes from previous calls stating who you spoke to, when, what was agreed
• any emails or letters you may have received about the issue

You’ll need to have your account number to hand and know any password details that have been set up in order for you to access the account. This may all seem very daunting but it is essential that you know your rights and can address any issues and concerns quickly.

Your supplier should also have a complaints procedure that they should follow so do not be afraid to ask about it! This is the process they should follow next and in doing so they should respond to you within set timescales.

Within 8 weeks you should have received a decision via a ‘letter of deadlock’ that you are either happy with or can contest further if it was not within the correct time limit. It is now over to the Ombudsman, an independent decision maker, for further help.

Throughout this process we can support you at DRC to remain independent and take control of your own situation although we do recognise that sometimes individuals need support with such processes so do not hesitate to get in touch with us for more information.