Resources Template letters

Supplier complaint: Stage 4

<Your Name>

<Your Address>

Email: <Your Email>

<Company Name>

<Company Address>


Type of supply: <Gas / Electric / Dual Fuel>

Account number: <Your Account Number>

Dear Sir/Madam,

Re: Complaint against <Company Name>

I wrote to you on <date of last letter> with regard to my complaint about a massive increase in your estimate for the cost of my energy.

You have provided me with further information in response to my complaint but I do not believe this is a satisfactory explanation and continue to regard your approach as mercenary and amounting to extortion.

I am also concerned that you are threatening to install a pre-payment meter. You have not made any assessment of whether it would be safe or practical to install a pre-payment meter in my home. According to Ofgem rules you have to arrange a visit to my home to assess whether anyone in the household has mental health issues, a physical illness or disability or would be unable to get to or use the meter. You also need to check whether there are children under 5 or anyone in the household who is pregnant or for whom the experience of being forced onto a pre-payment meter would be traumatic.

The Ofgem rules also mean that you need to:

  • Give me 28 days to repay my debt before saying you want me to move to pre-payment.
  • Offer me other ways to repay my debt including a repayment plan.
  • Give me at least 7 days’ notice before installing a pre-payment meter.

Please can you confirm that you will follow the Ofgem Code of Conduct rules. 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 sincerely,

<Your Name>