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ombudsman · Energy

Escalate an unresolved energy complaint

Free, independent dispute resolution for many domestic energy complaints.

If your energy supplier has not resolved your complaint and weeks have passed without a fair outcome, the Energy Ombudsman is your next step. This free, independent service investigates disputes between domestic energy consumers and their suppliers and can order the company to put things right. This guide explains exactly when you can escalate, how to submit your case, and what to expect from the process.

What you need to know

What the Energy Ombudsman does

The Energy Ombudsman is an independent body that resolves disputes between domestic energy consumers and their gas and electricity suppliers. They are not part of Ofgem, not part of the energy company, and not a court. They investigate complaints impartially, looking at evidence from both sides, and make a decision. If you accept their decision, it is legally binding on the supplier. If you reject it, you can still take other action such as going to court.

Energy company supply licence conditions

When you can escalate

You can refer your complaint to the Energy Ombudsman in two situations: first, if 8 weeks (56 days) have passed since you first raised a formal complaint with your supplier and it remains unresolved; or second, if your supplier issues a deadlock letter before the 8 weeks are up. A deadlock letter is a written statement from the supplier confirming their final position and that they will not change their decision. Always check the Energy Ombudsman website for the most current eligibility rules.

Energy supply licence conditions

What the ombudsman can order

The Energy Ombudsman can order your supplier to apologise, provide an explanation of what went wrong, take practical action to fix the problem (such as correcting a bill, adjusting a direct debit, or installing a meter), and pay financial compensation for the impact on you. Compensation awards are based on the specific circumstances of your case including financial loss, inconvenience, and distress caused by the supplier's actions.

What the ombudsman cannot do

The Energy Ombudsman cannot fine energy companies (that is Ofgem's role), cannot change energy prices or tariffs set by the market, cannot investigate complaints about the energy market in general, and cannot help with complaints about energy brokers or comparison websites unless they are regulated. They also cannot help if you have already accepted a previous ombudsman decision on the same issue or if court proceedings are underway.

How the investigation works

Once you submit your case, the ombudsman contacts your energy supplier for their side of the story. An investigator reviews all the evidence and may ask you for more information. They then make a recommendation. If both sides accept it, the case is closed. If either side disagrees, an ombudsman makes a formal decision. The whole process typically takes a few weeks for straightforward cases and longer for complex disputes.

Step-by-step

  1. 1

    Confirm you have completed the supplier's process

    Before contacting the ombudsman, make sure you have raised a formal complaint with your energy supplier (not just a general enquiry) and that either 8 weeks have passed or you have a deadlock letter. If you are not sure whether your complaint was formally logged, contact the supplier and ask for confirmation and a complaint reference number.

    Tip: Write down the exact date you first formally complained — you will need this.

  2. 2

    Gather all your evidence

    Collect everything: bills and statements, meter readings and photos, all emails and letters exchanged with the supplier, notes from phone calls (date, time, adviser name, what was said), the final response or deadlock letter, and any financial evidence of losses you have suffered. Organise this chronologically.

    Tip: Create a one-page timeline of key events with dates — the ombudsman will appreciate this.

  3. 3

    Write a clear summary of your complaint

    Before submitting, write a concise summary: what the problem is, when it started, what you have done to try to resolve it, what the supplier's response has been, and what outcome you want. Be specific about the resolution you are seeking (a refund of a specific amount, a corrected bill, compensation for specific inconvenience).

    Tip: Stick to facts and avoid emotional language — a clear factual account is more persuasive.

  4. 4

    Submit your case to the Energy Ombudsman

    Submit your complaint through the Energy Ombudsman website (energyombudsman.org). You will need to provide your contact details, your energy supplier's name, your account number, the complaint reference, and your chronological summary. Upload your evidence. You can also call or write to them if you prefer.

    Tip: The online form is usually the quickest way to get your case started.

  5. 5

    Respond to any requests for information

    The ombudsman may contact you to ask for additional evidence or clarification. Respond promptly and fully — delays in providing information can slow down your case. If you do not have a document they request, explain why and provide what you can.

    Tip: Check your email (including spam folder) regularly while your case is open.

  6. 6

    Review the recommendation or decision

    The ombudsman will issue a recommendation or decision. Read it carefully. If you accept it, the supplier is legally bound to comply. If you reject it, you lose the right to enforce that particular decision but can still pursue the matter through other routes such as the courts. In most cases, the ombudsman's decision represents a fair outcome.

    Tip: If the recommendation seems low, ask the investigator to explain their reasoning before deciding.

Eligibility

  • Domestic energy consumer

    The Energy Ombudsman primarily handles complaints from domestic (household) customers about their gas or electricity supplier. Some micro-business complaints may also be eligible — check the ombudsman website.

  • 8 weeks passed or deadlock letter received

    You must have given the supplier a chance to resolve your complaint first. Either 8 weeks must have passed since your formal complaint, or the supplier must have issued a deadlock letter confirming their final position.

  • Complaint is within the ombudsman's time limits

    There are time limits for referring complaints. Check the Energy Ombudsman website for the current limits, as these can change. Generally, you should refer as soon as you become eligible rather than waiting.

  • Complaint relates to the energy supply or service

    The complaint must be about your gas or electricity supply, billing, meters, customer service, or related issues. Complaints about energy efficiency installations, solar panels, or unregulated products may not be covered.

  • No ongoing court proceedings on the same issue

    If you have already started court proceedings about the same dispute, the ombudsman will generally not investigate. Choose one route or the other.

Key deadlines

  • Minimum wait before ombudsman eligibility

    56 days · from Date formal complaint first raised with supplier

  • Ombudsman referral time limit

    365 days · from Date of supplier final response (check Energy Ombudsman website for current limits)

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Suggestions are for guidance only. Always verify with official sources.

Frequently asked questions

Does the Energy Ombudsman charge consumers?▼
No. The service is completely free for consumers. Energy suppliers pay a case fee for every complaint referred to the ombudsman, regardless of the outcome. You do not need a solicitor or claims management company to use the service.
Is the ombudsman's decision binding?▼
If you accept the decision, it is legally binding on the energy supplier — they must comply. If you reject the decision, it has no binding effect and you can pursue other routes such as court action. The decision is not binding on you — you always have the choice to accept or reject.
How long does the process take?▼
Straightforward cases are often resolved within a few weeks. Complex disputes involving technical issues, large sums, or extensive evidence can take several months. The ombudsman will keep you updated on progress and timescales.
Can I still switch supplier while the case is open?▼
Yes. Your right to switch is not affected by an open ombudsman case. Any compensation or action ordered by the ombudsman still applies even if you have moved to a different supplier by the time the decision is made.
What if the supplier ignores the ombudsman's decision?▼
If a supplier fails to comply with a binding ombudsman decision, the ombudsman can refer the matter to Ofgem for enforcement action. Non-compliance with ombudsman decisions is a serious breach of the supplier's licence conditions.
Can I complain about the ombudsman's decision?▼
The Energy Ombudsman has its own complaints process if you are unhappy with how your case was handled. You can also seek a judicial review in certain circumstances, though this is rare and usually requires legal advice.
What outcomes are most common?▼
Common outcomes include bill corrections, refunds of overcharges, adjustments to direct debit amounts, financial compensation for inconvenience and distress, and requirements for the supplier to apologise or explain what went wrong. The exact outcome depends on your specific circumstances.
Should I use a claims management company?▼
No. The Energy Ombudsman is free, and you can submit your case yourself. Claims management companies charge fees or take a percentage of any compensation. TheyPromised can help you prepare your evidence and draft your complaint for free or at a fraction of what a CMC would charge.

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