Complaints at Energy Plus
Your feedback helps us put things right quickly and improve our service. If something hasn’t gone as expected, we’re here to fix it.
Applies to customers in Great Britain (England, Scotland, Wales). Last updated: October 2025.
Emergencies
If you smell gas or suspect a leak: call the National Gas Emergency Service on 0800 111 999 immediately.
If you have a power cut: call 105 (free) to reach your local electricity network operator.
For emergencies, please do not use the complaints form.
How to make a complaint
We’ll always try to resolve issues straight away. You can contact us using any of the options below:
- Online complaints form (fastest way to give us the details we need)
- Contact us using the details on your latest bill or visit our Contact us page
- Write to the postal address shown on your bill (please include your account number)
What to include (this helps us resolve things faster):
- Your full name, supply address, and account number (if you have one)
- What went wrong and when it happened
- Any steps already taken and the outcome you’re seeking
- Photos, meter readings, letters, or bills that support your complaint
- Your preferred way for us to contact you (email, phone, post)
Our complaints process
-
We acknowledge your complaint
We aim to acknowledge your complaint quickly and let you know the next steps. -
We investigate
A specialist will review your issue, check your account, and may contact you for more information. -
We keep you updated
We’ll update you by your preferred method while we work on a resolution. -
Final response
We aim to resolve complaints as soon as possible. If we haven’t been able to agree a solution, we’ll send you our final response within 8 weeks of receiving your complaint, in line with Ofgem’s complaint handling standards. -
Independent review (Energy Ombudsman)
If you’re not satisfied after our final response, or 8 weeks have passed since you first complained, you can ask the Energy Ombudsman to review your case. This service is free and independent. If we issue a deadlock letter sooner, you can go to the Ombudsman straight away.
Where applicable, we follow Ofgem’s Guaranteed Standards of Performance (GSOP). If we fail to meet a guaranteed standard, you may be entitled to automatic compensation.
Extra support and accessibility
- Priority Services Register (PSR): If you or someone in your household is in a vulnerable situation (for example, due to age, health, a disability, or language needs), ask us about joining the PSR for extra help. You can also find information via our Priority Services Register page.
- Alternative formats: We can provide information in large print, braille, audio, or simple English on request.
- Translation and interpreting: Tell us if you’d like to communicate in another language.
- Third-party representatives: You can nominate someone to speak to us on your behalf (for example, a carer or advice agency). We’ll note this on your account with your consent.
Common complaint topics we can help resolve
Billing & payments
Unexpected bills, direct debit reviews, refunds, estimated vs. actual reads, payment plans, or back-billing. We follow Ofgem’s back-billing rules (normally no charges for energy used more than 12 months ago where you were not correctly billed).
Meters & smart meters
Meter accuracy concerns, access for readings, smart meter connectivity, or appointment issues.
Prepayment & top-ups
Emergency credit, self-disconnection, top-up problems, tariff settings, or repayment plans.
Switching & account changes
Moving home, final bills, erroneous transfers (ET), and switching delays.
Service & communication
Missed appointments, delays, or anything else that didn’t meet your expectations.
Microbusiness complaints
Contract queries, renewal and notice periods, metering, or billing support for microbusiness customers.
Energy Ombudsman: free, independent help
If you’re not happy with our final response, or 8 weeks have passed since you first complained, you can contact the Energy Ombudsman. They’ll review the case and can require actions such as an apology, an explanation, correcting the problem, or a goodwill payment where appropriate. Their decision is binding on us, but not on you.
You can also get free, independent advice at any time from Citizens Advice.
Start your complaint online
Use this form to tell us what happened and how we can make it right. We’ll get back to you as quickly as possible.
Complaints FAQs
How long will it take to resolve my complaint?
We aim to resolve issues as quickly as possible. If it’s more complex, we’ll keep you updated while we investigate. In line with Ofgem rules, we’ll issue a final response within 8 weeks of receiving your complaint if it’s not already resolved.
Can I go to the Energy Ombudsman?
Yes. If you’re unhappy with our final response, or 8 weeks have passed since you first complained, you can ask the Energy Ombudsman to review your case for free. If we issue a deadlock letter sooner, you can go to the Ombudsman straight away.
Will complaining affect my energy supply?
No. Your energy supply won’t be affected because you’ve made a complaint. If you’re struggling to pay, please contact us so we can discuss support options.
Do you offer compensation?
Where Ofgem’s Guaranteed Standards of Performance apply, compensation may be due automatically. In other cases, we may also consider goodwill gestures as part of a fair resolution.
I’m a microbusiness. Is the process different?
The steps are the same. Microbusiness customers can also access the Energy Ombudsman after 8 weeks or upon receiving a deadlock letter. Please include your business name and any contract details with your complaint.
What if I need help to raise a complaint?
You can nominate a third party to act on your behalf with your consent. We can also provide information in accessible formats and offer translation support. Free independent advice is available from Citizens Advice.
Prefer to talk?
We’re here to help. You can reach us using the contact details on your latest bill or via our Contact us page. Please have your account number handy.
Our commitment to fair outcomes
- We listen carefully and treat every complaint with respect
- We investigate thoroughly and explain our decisions clearly
- We fix issues and learn from them to prevent repeat problems
- We comply with Ofgem’s complaint handling standards