Dealing with problems with your energy supplier

Having issues with your energy supplier can be frustrating and disruptive to your daily life. Whether it’s problems with billing, service interruptions, or dissatisfaction with the customer service, there are steps you can take to address and resolve these issues. This guide aims to provide you with helpful tips and strategies for dealing with problems with your energy supplier.


Gathering Information

Before contacting your energy supplier, you should gather and prepare the information you may need for the call

  • Account number
  • Energy bills
  • Up-to-date meter readings
  • Details of your personal circumstances including vulnerabilities in your household
  • A summary of the issue you’re experiencing

Having this information on hand will help you communicate your concerns more effectively.


Contacting your supplier

When you have an issue with your supplier in the first instance you should contact them directly to discuss the problem you’re facing.

Many suppliers now have a variety of ways to get in touch, so you should decide which one is most suitable for you some options may be:

  • Telephone
  • Email
  • Web chat
  • Whatapps
  • Social media direct messaging

Explain the issue calmly and clearly, providing specific details. Keep a record of your conversation, including the date, time, and the name of the representative you spoke with for future reference. This documentation will be valuable if you need to escalate the issue further or seek assistance to deal with your problem.

If you have an issue with your energy company that you would like fixed you should always ask your supplier to log it as an official complaint. You should be provided with a unique complaint reference number that you can provide in future communication.

While you may be frustrated with the issue you’re experiencing when speaking with representatives of your supplier you should always be polite, patient, and courteous.


Escalating the issue

If you don’t receive a satisfactory resolution or the issue remains unresolved, you may want to consider escalating your complaint.

Initially, you can do this by requesting to speak to the supplier’s complaints department, a supervisor, or someone with more authority that can help you address your concerns. Be persistent but maintain a polite and respectful tone throughout the process.

If your issue remains unresolved you can look at involving an agency such as Cosy Kingdom which may be able to help negotiate a solution with your supplier.

If a complaint is not resolved within 8 weeks of the issue being raised, you may be able to raise it with the energy ombudsman who can investigate it on your behalf.


Support from Cosy Kingdom

Do you need impartial advice or support to deal with your energy supplier? Cosy Kingdom is a free and impartial energy advice service available to everyone living in Fife.

Our energy advisors can be contacted by: