How to Complain to the Energy Ombudsman: Step by Step

An energy ombudsman complaint is your right when your energy supplier fails to resolve a problem. Whether you are dealing with inaccurate bills, poor customer service, a botched smart meter installation or a disputed debt, the Energy Ombudsman provides a free, independent resolution service. This guide walks you through the entire process from first contact with your supplier to receiving a binding decision, including the deadlines you must meet and the remedies available.

How to Complain to the Energy Ombudsman

You can escalate your complaint to the Energy Ombudsman if your energy supplier has not resolved your issue within eight weeks, or if they have sent you a deadlock letter. The service is free and the Ombudsman’s decision is binding on the supplier.

1. Complain to your energy supplier first — call, email or write and keep a record of all contact dates and reference numbers
2. Wait eight weeks from your initial complaint, or request a deadlock letter if the supplier says they cannot help further
3. Gather your evidence — copies of bills, correspondence, meter readings, photographs and a timeline of events
4. Submit your complaint online at energyombudsman.org, by phone on 0330 440 1624 or by post
5. The Ombudsman will review your case and may request additional information from you and your supplier
6. You will receive a decision within 6–8 weeks, which may include an apology, compensation, or a requirement for the supplier to take specific action

The Energy Ombudsman can award compensation of up to £10,000 and require suppliers to correct billing errors, waive debts or make service improvements. If you accept the Ombudsman’s decision, the supplier must comply. If you reject it, you retain the right to pursue the matter through the courts instead.

When You Can Complain to the Energy Ombudsman

You cannot go straight to the Energy Ombudsman. The process requires you to give your energy supplier a reasonable chance to resolve the issue first. You can escalate to the Ombudsman when either of these conditions is met:

• Eight weeks have passed since you first complained to your supplier and the issue remains unresolved
• Your supplier has issued a deadlock letter stating that they cannot resolve your complaint and inviting you to contact the Ombudsman

Once either condition is met, you have 12 months from the date of the deadlock letter or the eight-week deadline to submit your complaint to the Ombudsman. If you miss this window, the Ombudsman may not be able to help.

The Energy Ombudsman can consider complaints about:

• Billing errors, estimated bills and back-billing disputes
• Switching problems, including delayed or failed switches between suppliers
• Customer service failures, including unreturned calls and broken promises
• Smart meter installation problems
• Prepayment meter disputes
• Debt and payment plan disagreements
• Feed-in Tariff and Smart Export Guarantee issues
• Standing charge and tariff disputes
• Supply interruptions and power quality issues

Step 1: Complain to Your Energy Supplier First

Before anything else, you must raise your complaint directly with your energy supplier. This starts the clock on the eight-week resolution period.

How to complain effectively:

• Contact your supplier’s dedicated complaints team, not general customer service. Every supplier is required to have a complaints procedure, usually available on their website
• Put your complaint in writing (email is fine) so you have a dated record
• Clearly state the problem, what has gone wrong, and what you want the supplier to do about it
• Include your account number, meter point reference numbers (MPAN for electricity, MPRN for gas), and any relevant dates
• Keep copies of all correspondence, including screenshots of online chat conversations
• Note the date you first complained, as this is when the eight-week period begins

If you telephone, ask for the name of the person you speak to, a reference number for your complaint, and follow up with a written summary by email confirming what was discussed.

Step 2: Allow the Eight-Week Resolution Period

Your supplier has eight weeks from the date of your initial complaint to resolve the issue. During this period:

• The supplier should acknowledge your complaint within a few days
• They should investigate and provide a substantive response
• If they need more time, they should explain why and give you a realistic timeline
• They may offer a resolution, which you can accept or reject

If the supplier resolves the issue to your satisfaction within eight weeks, the process ends. If they do not, or if their proposed resolution is unacceptable, you can proceed to the Ombudsman.

Some suppliers issue a deadlock letter before the eight weeks are up. This letter formally states that the supplier has done everything it can and the complaint is unresolved. A deadlock letter gives you immediate access to the Ombudsman without waiting for the full eight weeks.

Step 3: Submit Your Energy Ombudsman Complaint

Once the eight weeks have passed or you have received a deadlock letter, you can submit your complaint to the Energy Ombudsman. The service is completely free for consumers.

How to submit:

• Online: Visit the Energy Ombudsman website and complete the online complaint form. This is the fastest method
• Telephone: Call 0330 440 1624 (Monday to Friday, 8am to 8pm; Saturday, 9am to 1pm)
• Post: Write to Energy Ombudsman, PO Box 966, Warrington, WA4 9DF
• Email: Send your complaint to enquiry@energyombudsman.org

What to include in your submission:

• Your name, address and contact details
• Your energy account number and supplier name
• A clear timeline of events from the start of the problem
• Copies of correspondence with your supplier
• The date you first complained and any reference numbers
• The deadlock letter if you received one
• What you want as a resolution (refund, compensation, billing correction, apology)
• Any financial losses you have incurred as a result of the problem

Step 4: The Investigation Process

Once the Ombudsman accepts your complaint, an investigator is assigned to your case. The process typically works as follows:

Initial review (1-2 weeks): The Ombudsman checks that your complaint is eligible and requests information from both you and your supplier.

Investigation (4-8 weeks): The investigator reviews all evidence from both sides, including account records, call recordings, and correspondence. They may contact you for additional information.

Proposed resolution: The investigator issues a proposed resolution, which may include financial compensation, billing adjustments, a requirement for the supplier to take specific action, or a combination of these.

Final decision: If either party disagrees with the proposed resolution, the case can be escalated to a final decision by an Ombudsman. This decision is binding on the supplier if you accept it. You are not bound to accept and can still pursue other routes such as court action if you reject the Ombudsman’s decision.

The entire process typically takes 6 to 12 weeks from submission to final decision, depending on complexity. Complex cases involving significant billing disputes or multiple issues may take longer.

What Remedies the Energy Ombudsman Can Award

The Energy Ombudsman has broad powers to require your supplier to put things right. Available remedies include:

The Ombudsman can award compensation of up to £10,000 per complaint, though most awards are significantly lower. The average compensation award is around £100 to £250. However, billing adjustments and refunds can be worth considerably more than the compensation itself.

Common Complaint Types and How They Are Resolved

Back-billing disputes: If your supplier sends you a bill for energy used more than 12 months ago, the back-billing rules may apply. Under the Ofgem back-billing principle, suppliers should not charge for energy used more than 12 months before the bill was issued if the delay was the supplier’s fault. The Ombudsman frequently upholds complaints on this basis, writing off debts that breach the 12-month rule.

Estimated bill overcharges: Where estimated readings have consistently overstated your usage, the Ombudsman can require the supplier to recalculate your bills based on actual readings and refund the difference. This is particularly common for households that have recently installed energy efficiency measures like insulation or solar panels but the supplier has continued using old consumption estimates.

Smart meter problems: Issues with smart meters that lose connectivity, display incorrect readings, or fail after installation are among the most common complaints. The Ombudsman can require the supplier to replace the meter, adjust bills based on correct readings, and compensate for the inconvenience.

Failed supplier switches: When a switch to a new supplier goes wrong, leaving you billed by two suppliers or with no supply at all, the Ombudsman can order the correct supplier to take over the account and compensate for any financial loss or inconvenience caused.

Tips for a Successful Energy Ombudsman Complaint

• Document everything from day one. Keep a dated log of every phone call, email, letter and online chat. Note names, reference numbers and what was agreed
• Be specific about what you want. A clear, quantified request (such as “I want the £450 overcharge refunded and £150 compensation for the time I have spent resolving this”) is more effective than a vague complaint
• Provide evidence. Bills, meter readings, photographs, screenshots and correspondence all strengthen your case
• Stay factual and calm. The Ombudsman makes decisions based on evidence, not emotion. A clear, chronological account of events is more persuasive than an angry letter
• Calculate your losses. If the problem has cost you money beyond the billing error itself (for example, bank charges from an incorrect direct debit), include these in your claim
• Do not accept a low offer from your supplier just to make the problem go away. If the offer does not adequately address the issue, reject it and proceed to the Ombudsman

Frequently Asked Questions About the Energy Ombudsman

Is the Energy Ombudsman service really free?

Yes, completely free for consumers. The service is funded by the energy industry. Suppliers pay a case fee for every complaint referred to the Ombudsman, which is one reason why many suppliers try hard to resolve complaints before they reach this stage. There is no charge to you at any point in the process.

Can the Energy Ombudsman help with complaints about energy efficiency installers?

No. The Energy Ombudsman only handles complaints about licensed gas and electricity suppliers. Complaints about energy efficiency installation work, such as poorly fitted insulation or heat pumps, should be directed to the installer first and then to TrustMark’s dispute resolution service or the relevant trade body. For ECO4-funded work specifically, you can also complain to Ofgem’s ECO team.

What happens if I miss the 12-month deadline for submitting my complaint?

If more than 12 months have passed since the deadlock letter or the end of the eight-week period, the Ombudsman will usually decline to investigate. There are limited exceptions for exceptional circumstances, such as serious illness preventing you from complaining earlier. If you think you may be approaching the deadline, submit your complaint as soon as possible rather than waiting.

Can my energy supplier cut off my supply while a complaint is with the Ombudsman?

Suppliers should not disconnect your supply or install a prepayment meter while a complaint is actively being investigated by the Ombudsman, particularly if the disputed amount is the subject of the complaint. If your supplier threatens disconnection during an active Ombudsman case, inform the Ombudsman immediately, as this may constitute a breach of their licence conditions. You can also contact Citizens Advice on 0808 223 1133 for urgent support.

What if I am not happy with the Ombudsman’s decision?

If you reject the Ombudsman’s final decision, the supplier is no longer bound by it. You retain the right to pursue the matter through the courts, typically the small claims court for amounts under £10,000. However, be aware that a court may take the Ombudsman’s findings into account. If you accept the decision, the supplier must comply within 28 days. If they fail to do so, you can seek enforcement through the courts. For issues related to your home’s energy efficiency, request a free assessment to explore your options.