Complain to the Energy Ombudsman — Step by Step Guide

The Energy Ombudsman is a free, independent dispute resolution service for UK energy customers. If your energy supplier has not resolved your complaint, the Ombudsman has the power to order compensation, bill adjustments, and corrective action — and the supplier must comply.

This guide covers exactly when you can escalate to the Ombudsman, how to submit your case, and what outcomes you can realistically expect.

When can you go to the Energy Ombudsman?

You can escalate your complaint to the Energy Ombudsman in two situations:

• 8 weeks have passed: Your supplier has had 8 weeks since you first complained and has not resolved the issue to your satisfaction. This is the most common route.
• Deadlock letter: Your supplier has issued a “deadlock letter” — a formal written statement saying they have done everything they can and cannot resolve your complaint. This can happen before the 8-week period expires.

You must have complained directly to your supplier first. The Ombudsman will not accept cases where the customer has not given the supplier a chance to respond.

What the Ombudsman covers

The Energy Ombudsman handles complaints about:

• Billing errors and overcharges
• Back-billing disputes
• Poor customer service
• Switching problems (e.g., being billed by two suppliers)
• Meter reading disputes
• Direct debit issues
• Debt collection by energy suppliers
• Feed-in tariff and smart meter problems
• Disconnection threats

The Ombudsman covers all Ofgem-licensed suppliers, including British Gas, OVO, EDF, E.ON, Octopus Energy, Scottish Power, Shell Energy, and all smaller licensed suppliers.

How to submit your case

You can submit a complaint to the Energy Ombudsman online at energyombudsman.org or by phone on 0330 440 1624.

What you need to provide

• Your account details: Supplier name, account number, and property address
• Complaint timeline: The date you first complained, what happened, and how the supplier responded at each stage
• Evidence: Copies of bills, emails, letters, meter readings, phone call records (dates and who you spoke to), and any other documentation
• Deadlock letter (if issued): A copy of the supplier's final response letter
• What you want: Be specific — do you want a bill adjustment, a refund, compensation for distress, or something else?

The Ombudsman process

Once you submit your case, the process typically works as follows:

1. Case accepted: The Ombudsman confirms your complaint is within their scope and contacts your supplier for their side of the story.
2. Investigation:An investigator reviews both sides — your evidence and the supplier's records. They may contact you for additional information.
3. Proposed resolution: The Ombudsman proposes a resolution. This might include a bill adjustment, refund, compensation, or apology.
4. Decision: If both parties accept the proposal, it becomes binding on the supplier. If you do not accept, you can still pursue the matter through the courts.

The entire process typically takes 6 to 8 weeks from submission to decision.

What outcomes can you expect?

The Ombudsman can order your supplier to take one or more of the following actions:

• Financial award: Compensation for distress, inconvenience, or financial loss. Awards typically range from £50 to £500, though larger amounts are possible in serious cases.
• Bill adjustment: Recalculation of your bill based on actual usage, correction of errors, or write-off of disputed charges.
• Practical action: For example, installing a smart meter, correcting your account records, or removing debt markers.
• Apology: A formal written apology from the supplier, along with an explanation of what went wrong.

Tips for a strong Ombudsman case

• Document everything from the start: Keep copies of all bills, emails, and letters. Note the date, time, and name of anyone you speak to on the phone.
• Complain in writing first: A formal written complaint to your supplier is essential — it starts the 8-week clock and creates an evidence trail.
• Cite specific regulations: If your complaint involves back-billing, cite the Ofgem back-billing rules. If it involves billing accuracy, cite the supplier licence conditions. If it involves service quality, cite the Consumer Rights Act 2015.
• Be clear about what you want: The Ombudsman is more likely to award a specific remedy if you have clearly asked for it. State the exact bill adjustment, refund amount, or compensation you believe is fair.
• Show the impact: If the billing problem has caused you stress, financial hardship, or disruption, explain this clearly. The Ombudsman takes impact into account when deciding compensation.

What if the Ombudsman rejects your case?

If the Ombudsman decides in favour of your supplier, or if the proposed resolution does not fully address your complaint, you have further options:

• Small claims court: For disputes under £10,000, you can file a claim in the county court small claims track. This is relatively inexpensive and does not require a solicitor.
• Citizens Advice: Free advice on your rights and options, including help with court claims if needed.
• MP intervention: In serious cases, writing to your local MP can prompt Ofgem to investigate your supplier directly.