As someone who has lived in Burnley all my life and knows a lot about real estate, I understand the problems you might have with your gas and electricity companies. These problems can vary from mistakes in your bills to trouble with your meter readings, late or wrongly planned services calls, and more. These issues can be very annoying and upsetting. But don’t worry, as a Burnley resident, you have ways to complain to these companies if their service isn’t good enough. Knowing what to do can make all the difference. I’m here to show you how to complain to your gas and electricity companies in Burnley in the most effective way.
Having problems with your utility company can be stressful. But remember, as a customer, you have rights, so use them. The first step is to tell your company about your issue. Be clear, short and direct when explaining your problem, and always note down the details of your conversation; time, date, and who you spoke to. Keeping an email or recorded call can be useful to prove your case if things get worse.
Then, allow eight weeks for your gas or electricity company to address your complaint. Eight weeks is the usual time unless you have a deadlock letter, where the company admits they can’t sort your problem out. If your company doesn’t deal with your complaint properly, it’s time to take it a step further.
If you’re not satisfied with the company’s response or you haven’t heard from them after eight weeks, you can go to The Energy Ombudsman. It’s a free service that helps solve disputes between customers and companies. You will need to fill out a form on their website detailing your problem and response from the company.
If the Ombudsman agrees with you, they will decide on a solution. This could be money compensation, an apology from the company, or an action to fix your problem. But it’s important to remember they suggest solutions, they can’t enforce them by law.
In some cases, if your problem is part of a bigger issue, you might consider contacting Ofcom. Ofcom is the government group that oversees services like energy. They can’t deal with individual complaints but can look into big issues or breaches of license obligations. Remember though, Ofcom’s investigations can take longer than those of the Ombudsman.
These are the main steps to complain to your gas or electricity company in Burnley. Keep all useful documents, emails, bills, and conversations safe, as they could be vital if things get worse.
But don’t forget about social media! It can often lead to quick responses when you tweet or leave a Facebook comment on the company’s official page describing your issue.
Always remember to stay patient and stick to the facts when explaining your complaint. A good complaint is one based on facts and timings, not feelings. Also, remember to be patient as these processes can take time.
Finally, knowing how to complain to your gas or electricity company can be very useful when needed. Contact the company first, and give them time (normally eight weeks) to sort out your problem. If their response isn’t good enough, take your complaint to the Energy Ombudsman. They will give a fair judgment of your case for free. In some cases, you might also have to contact Ofcom. Being patient, persistent and clear are key to giving a successful complaint and hopefully solving your issue. I hope this guide has been useful. You should now feel more ready to deal with any issues in the future with your gas and electricity companies.