Letter to complain to an energy supplier by Citizens Advice
The Citizens Advice template letter to complain to an energy supplier helps consumers raise issues such as missing bills and sets out their right to escalate to the energy ombudsman if the complaint is not resolved. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain to an energy supplier
[complainant name]
[complainant address line 1]
[complainant address line 2]
[complainant email]
[complainant phone]
[supplier name]
[supplier address line 1]
[supplier address line 2]
Type of supply: [supply type]
Account number: [account number]
Reference number: [reference number]
[letter date]
To whom it may concern,
Re: Complaint against [supplier name]
I have still not received my first bill at this address, despite contacting you several times to ask for one. I moved into my new home on 10 July. I requested a bill on 3 August, 10 September and 7 October.
Please send me a bill as soon as possible.
I first complained on [first complaint date]. I understand you have 8 weeks to resolve my complaint before I can go to the energy ombudsman. If we haven't agreed a resolution about my complaint before the 8 weeks have lapsed, I understand you'll issue me with a deadlock or 8 week letter which means I can then take my complaint to the energy ombudsman.
I have calculated that the 8 weeks will have lapsed on [eight week deadline].
I first contacted you about this by [mode of contact].
Please respond to my concerns, including any other information you feel would help resolve this complaint.
Please reply in writing within [number of days] working days. If you fail to respond in this time, I will consider taking the matter further.
Thank you.
Yours faithfully,
[complainant name]
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About this template
What is this template?
This is a formal notice of grievance sent by a customer to a utility provider regarding billing failures. It specifically identifies the 'eight week deadline' for resolution and the intent to escalate to the energy ombudsman if a deadlock letter is not issued. It is not a legal claim form or a debt dispute notice for existing incorrect charges.
When should you use it?
Use this letter when an energy supplier has failed to provide a bill after multiple informal requests and you need to start the clock on the statutory 8-week dispute period. Use a 'Letter of Deadlock' instead if the supplier has already provided a final response that you do not accept.
Who it's for
- a UK energy consumer who has not received a bill despite multiple requests
- a customer needing to trigger the formal 8-week complaint resolution timeline
- an individual preparing evidence for a future energy ombudsman claim
How long it runs and how it's signed
England & Wales note
This version is drafted for England & Wales. Scotland and Northern Ireland differ on some points — for example notice periods and tribunal procedure. Tell GitLaw where you hire and it adjusts the draft.
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