If you have already complained to the energy company, there are three situations where you can involve us:

1.  Eight weeks have passed

If after eight weeks of making your complaint you are still not happy with the way the energy company is dealing with your complaint, you can pass it to us.

You must do this within nine months from the date you first told the company about the problem. 

2.  Getting the company's final response

You might get a letter from the energy company that says it will no longer be handling your complaint.  The letter might say for example that the energy company can't do anything for you and that is its final position. We call this a 'deadlock letter'.

You might reach a deadlock situation with the energy company before the eight weeks have passed. This is the point where the company and the customer cannot reach agreement, having explored all possible alternatives and approaches. The company might  issue a deadlock letter if:

• there is no new information to be gained on the complaint from you  or the energy company;
• the complaint escalation processes have been followed; 
•  you  and the company still cannot agree to a resolution within the company's complaint procedures; and 
• having more time will not improve this position.

You have six months from the date of the letter to pass your complaint to us.

3.  Unable to complain

If you experience real difficulty in registering a complaint with the energy company, we may be able to help. Contact us for further advice.

Next stage: The complaint form