Your energy company won't resolve your dispute? Learn the 8-week rule, how to get a deadlock letter, file with the Energy Ombudsman, and claim compensation up to £10,000 with binding decisions.
Quick Answer
Give your energy company 8 weeks to resolve. If unresolved, request a deadlock letter. File with Energy Ombudsman at www.ombudsman-services.org/energy within 6 months of deadlock. Ombudsman can force refunds, corrections, and compensation up to £10,000. Decisions are legally binding.
Send formal written complaint to your supplier citing the issue, billing error, or service failure. Keep records of all correspondence.
2
Wait 8 Weeks (or get Deadlock Letter)
Supplier has 8 weeks to respond with final answer or deadlock letter. After 8 weeks (or receipt of deadlock), you can escalate to ombudsman.
3
Gather All Evidence
Compile: all bills, meter readings, correspondence with supplier, deadlock letter, calculations of what you're owed, and any supporting documentation.
4
File with Energy Ombudsman
Go to www.ombudsman-services.org/energy. File complaint within 6 months of deadlock letter or 8-week period end. Provide all evidence in your application.
5
Ombudsman Investigation
Ombudsman investigates (2-6 months). Issues binding decision. If you win, supplier must comply within 4 weeks.
Backed by Ofgem & Energy Ombudsman Rules
Complaint Rules
Ofgem DISP Rules
Suppliers must respond to complaints within 8 weeks. If unresolved, must issue deadlock letter giving you right to escalate to ombudsman.
Binding Decisions
Energy Ombudsman Authority
Independent dispute resolver. Decisions are legally binding on suppliers. Can force refunds and award compensation up to £10,000.
Consumer Rights
Consumer Rights Act 2015
Unfair charges and service failures are covered. You have statutory right to compensation for distress and inconvenience caused by supplier breach.
What Ombudsman Can Resolve
💷
Overcharging & Overbilling
Charged more than contracted rate or above price cap. Ombudsman can force refund plus interest.
📊
Estimated Bills Without Reading
Supplier estimates instead of reading meter. Ombudsman can force correction and back-refund.
❌
Service Failures
Supplier fails to respond to complaints, disconnects without notice, or provides poor service. Ombudsman awards compensation.
⏰
Delayed Refunds
Supplier owes refund but delays payment. Ombudsman can force payment plus interest and compensation.
🏠
Wrong Charges on Empty Property
Charged for empty property. Ombudsman enforces Water Industry Act relief or sewerage exemptions.
💳
Distress & Inconvenience
Supplier caused stress through poor service, repeated errors, or unresponsiveness. Ombudsman awards compensation.
Frequently Asked Questions
What is the 8-week rule for energy complaints?▼
Ofgem's DISP (Dispute Resolution) rules state: When you file a formal complaint with your energy supplier, they have 8 weeks to investigate and respond. They must either: (1) Resolve your complaint and issue final response, or (2) Issue a deadlock letter saying they cannot resolve it. Once 8 weeks have passed or you receive a deadlock letter, you have the right to escalate to the Energy Ombudsman. You must escalate within 6 months of the deadlock letter or end of 8 weeks.
What is a deadlock letter?▼
A deadlock letter is a formal confirmation from your energy supplier that they cannot resolve your complaint. It must state: (1) The complaint details. (2) Their position and reasoning. (3) Your right to escalate to Energy Ombudsman. (4) The ombudsman's contact details and deadline (6 months from deadlock letter). The deadlock letter is required before the ombudsman will accept your case. If supplier refuses to issue one, you can still escalate after 8 weeks have passed.
Can the Energy Ombudsman force a refund?▼
Yes, absolutely. Energy Ombudsman decisions are legally binding on energy suppliers. If the ombudsman finds in your favour, they can: (1) Force a refund of all overcharged amounts. (2) Order corrections to your account and future bills. (3) Award compensation for distress and inconvenience (up to £10,000). (4) Award interest on refunds (typically 8% per annum). The supplier must comply within the timeframe set by the ombudsman (usually 4 weeks). If they refuse, you can take further action.
What is the maximum compensation the ombudsman can award?▼
The Energy Ombudsman can award up to £10,000 per case in compensation. This is separate from refunds for overcharges. Compensation covers: (1) Distress and inconvenience caused by the supplier's failure. (2) Time spent investigating and complaining. (3) Inconvenience of billing errors or service failures. For example, if overcharged £2,000 and caused significant distress, ombudsman might order: £2,000 refund + 8% interest + £500 compensation = £2,660 total. Award depends on severity of breach and impact on you.
What evidence do I need for an ombudsman complaint?▼
Gather as much as possible: (1) All bills from the relevant period - highlight the charges in dispute. (2) Your original contract - shows agreed rate/terms. (3) Meter readings (if relevant). (4) All correspondence with supplier - emails, letters, complaint confirmations. (5) Deadlock letter from supplier. (6) Calculations showing what you're owed (refund amount, dates affected, interest calculation). (7) Any evidence of distress - time off work, health impact, difficulty caused by the issue. The stronger your evidence, the faster ombudsman will investigate and the more likely you'll win.
How long does ombudsman investigation take?▼
Typically 2-6 months from filing to decision. Timeline depends on: (1) Case complexity. (2) How responsive the supplier is. (3) How much investigation is needed. (4) Current ombudsman caseload. Simple cases (clear overbilling with strong evidence) may resolve in 2-3 months. Complex disputes can take 6+ months. The ombudsman will keep you updated on progress. Once a decision is issued, the supplier has a set timeframe (usually 4 weeks) to comply. If they refuse, you can pursue further legal action.
Ready to Escalate to the Ombudsman?
Fightingback's bills tool helps you organize evidence, calculate what you're owed, generate formal complaints, and prepare your ombudsman application with all supporting documentation.