Ombudsman Services: Energy: We always try to come to an outcome that you're happy with, but sometimes that's not possible. In these cases, we will issue you with a 'deadlock' letter. If you've received this or it's been 8 weeks since we logged your complaint, you could contact the Ombudsman Services: Energy. They're free and totally independent. Decisions are based on the facts available and may take up to 12 weeks, as they look at your case from the beginning to decide on a final outcome. This may be an apology, explanation, financial award or to correct the issue. We're bound to act on their decision however you aren't.
You can call them on 0330 440 1624 (9 am to 5 pm Monday to Friday), email email@example.com or visit ombudsman-services.org/energy.