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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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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