What is the Energy Ombudsman?
What is the Energy Ombudsman?
The Energy Ombudsman is an independent, impartial service set up to help resolve disputes between energy customers and their gas or electricity companies. If you have a problem with your energy supplier – such as a disagreement about your bill, poor customer service, or issues with your contract – and you’ve been unable to sort it out directly with the company, the Energy Ombudsman can step in to investigate and help find a solution.
The Ombudsman’s service is completely free for consumers. You do not need to pay anything to have your complaint reviewed, and you are not required to use a solicitor or legal representative to make a complaint.
What does the Energy Ombudsman do?
The Energy Ombudsman’s main role is to review complaints that energy suppliers have not been able to resolve. According to the rules set by Ofgem – the energy regulator for Great Britain – energy companies must be members of an approved redress scheme, such as the Energy Ombudsman, under the Consumers, Estate Agents and Redress Act 2007. This means that if your supplier cannot fix your problem after you’ve followed their complaints process, you have the right to ask the Ombudsman to look into your case.
Once you contact the Ombudsman, they will investigate your complaint by reviewing the evidence from both you and the energy company. They will then make a decision about what should happen next. This could include asking the supplier to apologise, correct a mistake, explain what went wrong, or offer compensation if appropriate.
What types of complaints can the Energy Ombudsman help with?
The Ombudsman can deal with a wide range of issues, including:
Billing problems: Such as incorrect bills, problems with direct debits, or disputes over charges.
Poor customer service: For example, delays in responding to your queries, rudeness, or failure to act on your complaint.
Contract disputes: Issues such as being put on the wrong tariff, problems with switching suppliers, or unclear contract terms.
Supply issues: Such as frequent power cuts, delays in getting connected, or problems with your meter.
However, the Ombudsman cannot usually help with complaints that are already being considered by a court, or with issues outside the energy company’s control (such as problems with your local network operator). They also cannot deal with complaints about the price a supplier charges, as energy prices are set by the market and regulated by Ofgem.
When should you contact the Energy Ombudsman?
Before the Ombudsman can get involved, you must first give your energy supplier a chance to resolve your complaint. By law, energy companies must try to resolve complaints within eight weeks. If you reach a ‘deadlock’ – meaning your supplier has given you a final response and can’t do anything more to help – you can contact the Ombudsman straight away. If eight weeks have passed and you still don’t have a satisfactory answer, you can also refer your complaint to the Ombudsman.
The Energy Ombudsman is there to make sure you are treated fairly and to help you get a resolution when other options have failed. Their decisions are binding on energy companies, which means the supplier must follow the Ombudsman’s recommendations.
When Should You Complain to the Energy Ombudsman?
Before you take your complaint to the Energy Ombudsman, it’s important to first try to resolve the issue directly with your energy supplier. Most problems – such as incorrect bills, poor service, or disagreements about your contract – can often be sorted out by contacting the company and explaining your concerns. If you haven’t already done so, read our guide on complaining to your energy supplier about a problem for practical steps and tips.
You can only escalate your complaint to the Energy Ombudsman if:
You’ve received a “final response” from your energy supplier (sometimes called a “deadlock letter”) and you’re still unhappy with the outcome, or
At least 8 weeks have passed since you first raised the issue with your supplier and you haven’t received a satisfactory response.
The Ombudsman is there to help when you and your supplier can’t agree on a solution. Common situations where the Ombudsman can step in include:
Unresolved billing disputes – for example, if you believe you’ve been overcharged or billed for energy you haven’t used.
Poor customer service – such as repeated failure to respond to your complaints, or not following up on promises.
Unfair contract terms – like unexpected changes to your tariff or terms you weren’t properly informed about.
Problems switching suppliers – if your switch has been delayed, cancelled, or handled incorrectly.
Issues with supply – such as frequent outages or delays in getting connected.
It’s essential to keep detailed records of all your communications with your energy supplier. Save copies of emails, letters, and any notes from phone calls (including dates, times, and the names of people you spoke to). This evidence will help the Ombudsman review your case and make a fair decision.
Remember, the Ombudsman is a free and independent service. By following the right steps and keeping good records, you’ll give yourself the best chance of resolving your energy complaint effectively.
How to Make a Complaint to the Energy Ombudsman
Making a complaint to the Energy Ombudsman is a straightforward process, but it’s important to prepare thoroughly to give your case the best chance of success. Here’s a step-by-step guide to help you through the process:
1. Gather All Relevant Information
Before you contact the Energy Ombudsman, collect all the details related to your complaint. This will help the Ombudsman understand your situation and investigate effectively. Make sure you have:
Your energy account number and supplier details
A clear summary of your complaint, including what went wrong and when
Copies of any correspondence with your energy supplier (emails, letters, or notes from phone calls)
Evidence of any actions you’ve taken to resolve the issue, such as complaints made to your supplier and their responses
Details of any financial losses or inconvenience you’ve experienced
Organising your documents and making a timeline of events can make the process smoother.
2. Choose How to Submit Your Complaint
You can make a complaint to the Energy Ombudsman in several ways:
Online: The most convenient option is usually to fill in the Ombudsman’s online complaint form. This allows you to upload supporting documents and receive updates electronically.
By phone: If you prefer to speak to someone, you can call the Ombudsman and submit your complaint over the phone. Make sure you have all your information to hand.
By post: You can also send your complaint by post. Include copies of all relevant documents, not originals, as these may not be returned.
Check the Ombudsman’s website or contact their office directly to find out the best way to submit your complaint.
3. Provide Clear and Complete Information
When submitting your complaint, be as clear and detailed as possible. Include:
A summary of what happened and why you are unhappy
What you have already done to try to resolve the issue with your supplier
What outcome you are seeking (for example, a refund, apology, or correction of a bill)
Any supporting evidence, such as bills, letters, or notes of conversations
The more information you provide, the easier it will be for the Ombudsman to investigate your case.
4. What Happens After You Submit Your Complaint
Once you’ve submitted your complaint, the Ombudsman will review the information and decide whether your case falls within their remit. If they accept your complaint, they will contact your energy supplier and ask for a response.
The Ombudsman will keep you updated throughout the process. Most cases are resolved within 8 weeks, but complex complaints may take longer. You’ll receive a written decision explaining the outcome and any action the supplier must take. If the Ombudsman upholds your complaint, they can require the supplier to put things right, which might include an apology, financial compensation, or other remedies.
5. Next Steps and Further Advice
If you’d like more detailed guidance on the process, including how to escalate your issue before contacting the Ombudsman, see our page on how to complain about an energy company.
Remember, you usually need to give your energy supplier up to 8 weeks to resolve your complaint before the Ombudsman can get involved. If the supplier issues a ‘deadlock letter’ saying they can do no more, you can contact the Ombudsman sooner.
Taking the time to prepare your complaint carefully can improve your chances of a satisfactory outcome. If you have any questions during the process, the Ombudsman’s team can provide further advice.
What Happens After You Complain to the Energy Ombudsman?
When you submit a complaint to the Energy Ombudsman, the process is designed to be fair, independent, and as straightforward as possible. Here’s what you can expect after you’ve made your complaint:
How the Ombudsman Investigates Your Complaint
Once your complaint is received, the Ombudsman will review all the information provided by both you and your energy company. This includes any evidence you’ve submitted – such as bills, emails, or notes from phone calls – as well as the supplier’s response to your complaint. The Ombudsman is required to act independently and impartially, following the rules set out under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and the terms of the energy company’s licence, regulated by Ofgem.
The Ombudsman may contact you or your supplier for more information if anything is unclear. Their goal is to understand both sides of the issue before making a decision.
Possible Outcomes
After investigating, the Ombudsman will make a decision based on the facts and the law. There are several possible outcomes:
The complaint is upheld: If the Ombudsman finds in your favour, they may recommend that the energy company takes specific actions. This could include:
Apologising to you
Explaining what went wrong and why
Correcting the problem (for example, adjusting your bill)
Paying you compensation if you’ve suffered financial loss or inconvenience
The complaint is not upheld: If the Ombudsman decides the energy company acted fairly and within the rules, they will explain their reasons and no further action will be taken.
The Ombudsman’s recommendations are designed to put you back in the position you would have been in if things had been handled properly.
Is the Decision Binding?
The Ombudsman’s decision is legally binding on the energy company if you accept the outcome. This means the company must carry out any actions the Ombudsman requires, such as paying compensation or correcting your account. However, you are not obliged to accept the decision. If you choose not to, you can still pursue other options, such as taking legal action or seeking further advice.
How Long Will It Take?
Most complaints are resolved within 6 to 8 weeks from the date the Ombudsman accepts your case. Complex cases may take longer, especially if additional information is needed from you or your supplier. Throughout the process, the Ombudsman will keep you updated – usually by email or letter – so you know what’s happening at each stage.
You’ll receive a final written decision explaining the outcome and any actions the energy company must take. If the company fails to comply, you can report this to the Ombudsman, who will follow up to ensure the decision is enforced.
Practical Tips
Keep records: Save all correspondence and evidence you send or receive.
Respond promptly: If the Ombudsman asks for more information, reply as quickly as possible to avoid delays.
Read the decision carefully: Make sure you understand the outcome and what it means for you before deciding whether to accept it.
The Energy Ombudsman’s process is there to help you resolve disputes with your gas or electricity supplier without having to go to court, giving you a fair and independent outcome.
Tips to Avoid Energy Complaints
Keeping energy complaints to a minimum often starts with good habits and clear communication. Here are some practical steps you can take to help prevent disputes with your energy supplier:
1. Check Your Bills Carefully
Always review your energy bills as soon as you receive them. Make sure your personal details, meter readings, and charges are correct. If you spot anything unusual – such as unexpected price increases or estimated readings that don’t match your usage – contact your supplier promptly. Early action can stop small issues from turning into bigger problems.
2. Understand Your Tariff
Knowing the details of your energy tariff is key to avoiding misunderstandings. Take time to read your contract or welcome pack, so you know your unit rates, standing charges, and any special conditions like exit fees or discounts. If you’re unsure about anything, your supplier is required by Ofgem rules to explain your tariff clearly.
3. Keep Good Records
Keep copies of your bills, meter readings, and any correspondence with your supplier. Note down the dates and details of phone calls, including the name of the person you spoke to. These records can be invaluable if a disagreement arises, as they provide evidence of your usage and any attempts to resolve issues.
4. Contact Your Supplier Early
If you notice a problem – such as a sudden jump in your bill, a suspected faulty meter, or a service interruption – get in touch with your supplier straight away. Most energy companies have a dedicated complaints process and are required by law to respond to your concerns. Resolving issues early can prevent them from escalating to the point where you need to involve the Energy Ombudsman.
5. Manage Your Energy Use
Careful energy management can help you avoid unexpectedly high bills and reduce the risk of disputes. Simple steps like switching off appliances when not in use, using energy-efficient bulbs, and monitoring your heating settings can make a big difference. For more detailed advice on how to cut down your usage and keep your bills under control, see our energy management tips.
6. Submit Regular Meter Readings
If you don’t have a smart meter, submit regular meter readings to your supplier – ideally every month. This ensures your bills are based on actual usage, not estimates, and helps you spot any discrepancies early.
7. Stay Informed About Your Rights
Energy suppliers in the UK must follow rules set by Ofgem, the energy regulator. You have the right to clear information, fair billing, and a prompt complaints process. If you’re ever unsure, check your supplier’s complaints policy or ask them for clarification.
By following these tips, you can reduce the chance of misunderstandings and keep your relationship with your energy supplier on the right track. If issues do arise, acting quickly and keeping good records will put you in a strong position to resolve them.
Additional Support and Related Issues
If you’re facing ongoing energy problems, you might also need support with related issues that can affect your home, finances, or legal rights. Here are some common areas where extra help may be available:
Tenant Rights: Boiler and Heating Repairs
If you’re renting and your boiler or heating system isn’t working properly, this can lead to higher energy bills and discomfort, especially in colder months. Under UK law, landlords are generally responsible for ensuring that heating and hot water systems are kept in good repair. If your landlord is slow to act or refuses to fix these problems, you have specific rights as a tenant. For guidance on what steps to take and how to get essential repairs carried out, visit our page on getting your landlord to repair your boiler and heating.
Help with Housing Costs
Struggling to pay your energy bills can also make it difficult to keep up with rent or mortgage payments. If your energy costs are unaffordable, you may be eligible for financial support, such as housing benefit, Universal Credit, or council tax reductions. These schemes are designed to help people manage essential living costs and avoid falling into arrears. For a broader overview of the financial assistance available, see our guide to help with housing.
Insurance Claims for Property Damage
Sometimes, energy issues – like power surges, faulty appliances, or gas leaks – can cause damage to your home or belongings. If you’ve suffered property damage or loss as a result of an energy problem, you might be able to make a claim on your home or contents insurance. This could help cover the cost of repairs or replacing damaged items. Learn more about your options and the claims process on our insurance claims page.
If your energy problem is part of a wider issue – such as disrepair, financial hardship, or property damage – exploring these related topics can help you get the support you need. Remember, addressing the root cause of your energy complaint may involve more than just dealing with your supplier, so don’t hesitate to seek further advice if you’re unsure of your rights.
