Letter to complain to an energy supplier by Citizens Advice
This template provides a structured letter for an individual to formally complain to an energy supplier about an unresolved issue, such as a missing bill. It outlines the complaint history, references the 8-week resolution period before escalating to the energy ombudsman, and requests a written response within a specific timeframe.
Letter to complain to an energy supplier
Sam Hoolin
8 Park Avenue
Arlton AL1 4CA
01632 960001
British Power
24 Station Road
Giltham GT16 3LP
Type of supply: Dual fuel
Account number: A632145
Reference number: JH556612
12 September 2025
To whom it may concern,
Re: Complaint against British Power
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 22 October 2022. 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 17 December 2022.
I first contacted you about this by email.
Please respond to my concerns, including any other information you feel would help resolve this complaint.
Please reply in writing within 10 working days. If you fail to respond in this time, I will consider taking the matter further.
Thank you.
Yours faithfully,
Sam Hoolin
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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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