How to Complain About So Energy
Everything you need to make an effective complaint against So Energy, including contact details, your rights, deadlines, and escalation paths.
Also known as: So Energy, ESB Energy
Contact Details
complaints@so.energy
0332 242 8592
Your Rights
Ofgem / Ofcom Licence Conditions
Energy and communications providers must follow regulator-set complaint handling standards. Escalation to the relevant ombudsman after 8 weeks.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with So Energy. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to So Energy. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: complaints@so.energy
Set a deadline
Give So Energy 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If So Energy hasn't resolved your complaint within 8 weeks (or has sent a final response you disagree with), escalate to the Energy Ombudsman.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Escalation Routes
Energy Ombudsman
Ofgem
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.