Energy: Complaints
(asked on 22nd February 2022) - View Source
Question to the Department for Business, Energy and Industrial Strategy:
To ask the Secretary of State for Business, Energy and Industrial Strategy, what steps his Department is taking to help ensure that energy companies provide timely responses to consumer complaints.
This question was answered on 2nd March 2022
Energy suppliers must have a complaints process. They must reply to complaints within eight weeks. Domestic and microbusiness customers can take their complaint to the Energy Ombudsman after eight weeks if they are not satisfied with the supplier’s response. A complaint can go to the Ombudsman sooner if neither side can reach an agreement and the supplier issues a deadlock letter.