How to Complain to so Energy
Step by step: where to complain, what to say, and where to go if So Energy does not put it right.
Consumer Protection UK is independent and is not connected to So Energy. This guide uses information published by So Energy and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- So Energy official complaints page (opens in a new tab)
So Energy says customers can complain by phone, email or post, and that it follows the Consumer Complaints Handling Standards. It says it aims to resolve most issues within two months and publishes figures on how quickly complaints are resolved. - If it is not resolved
- Energy Ombudsman
- When you can escalate
- At least 8 weeks since first raising the issue with the supplier, or on receiving a deadlock letter.
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: Former ESB Energy customers began moving to So Energy from 1 December 2021; the Energy Ombudsman asks for disputes about service received while still with ESB Energy to be filed under 'ESB (by So Energy)'.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Take meter readings and photos, and keep your bills.
- Ask for a complaint reference.
- If the supplier is at fault for a back-bill, you should not normally be charged for energy supplied more than 12 months before you were told about the error.
- If you are struggling to pay, tell them early and ask about support. Do not ignore it.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.