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My energy supplier won't respond to my questions or complaint — what now?

DIRECT ANSWER

No response within 6 weeks = direct GCE right. Meanwhile: suspend advance + build file. Plan + escalation letter.

Reviewed by FFCheck-redactie · Last reviewed 2026-05-28

A supplier must respond substantively within a reasonable window (max 6 weeks) to a written complaint. What to do:

  1. verify your complaint went via the correct channel (complaints portal or complaints address, not general contact)
  2. send a formal notice with 7-day deadline + GCE announcement
  3. collect correspondence + delivery receiptsyour evidence for GCE
  4. after 6 weeks file at Geschillencommissie Energie (€52.50)
  5. consider a parallel ACM report for structural slowness. During silence you may suspend the portion of your advance related to the complaint, in proportion and with written notice.

Related

Annual statement not receivedYour supplier must send an annual statement within 6 weeks of contract end or meter reading. Not received? We give the 3-step plan + letter.Where to complain about energy supplier4 routes, in this order: supplier itself → Geschillencommissie Energie → ACM → civil court. We explain which route, when and at what cost.Geschillencommissie complaint draft We draft the complaint file for your Geschillencommissie case — with timeline, substantiation and the relief sought. €19.

Sources

Updated: 2026-05-28

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