If you have an unresolved complaint with your energy or communications provider, we may be able to help.
We resolve disputes between consumers and companies that are signed up to our scheme. Our service is free, impartial and simple to use.
There are a few things you need to do before submitting a complaint about your energy or communications provider.
When you first notice the issue, you should contact your provider to log a formal complaint.
Hopefully your provider will be able to fix the problem. If not, it's always good to chase to check that the provider is still dealing with the complaint. Send a follow up email or letter and keep a record.
If the provider is unwilling to resolve the complaint, they should send you a deadlock letter referring you to us. If not, you can still escalate the complaint to us if it's unresolved after 8 weeks (6 weeks for energy complaints about SSE).
We'll pass the details to your provider and they might resolve the issue at this stage. If not we'll review the evidence to find a fair resolution.
We base our decision on the evidence submitted by both parties . If you choose to accept our final resolution your supplier has 28 days to comply. Our resolutions are enforceable in court.
In 2017 we resolved 91,678 complaints across 500 companies in the energy and communications sector.