Department for Business, Energy and Industrial Strategy written question – answered at on 2 March 2022.
To ask the Secretary of State for Business, Energy and Industrial Strategy, what steps his Department is taking to help ensure that energy companies provide timely responses to consumer complaints.
Energy suppliers must have a complaints process. They must reply to complaints within eight weeks. Domestic and microbusiness customers can take their complaint to the Energy Ombudsman after eight weeks if they are not satisfied with the supplier’s response. A complaint can go to the Ombudsman sooner if neither side can reach an agreement and the supplier issues a deadlock letter.
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