How to Complain to the Energy Ombudsman

Unhappy with your gas or electricity supplier? Billing dispute? Meter problem? Here's how to escalate to the Energy Ombudsman and get results.

Quick Answer

You can only go to the Energy Ombudsman after your supplier has rejected your complaint. First, lodge a complaint in writing with your supplier — they have 8 weeks to respond. If they refuse or don't respond, escalate to the Energy Ombudsman (energyombudsman.org.uk). The Ombudsman can order the supplier to pay compensation up to £5,000 and fix billing issues.

When You Should Complain to the Energy Ombudsman

The Energy Ombudsman handles complaints about:

Incorrect billing or overcharges
Meter faults or misreadings
Poor customer service or delayed responses
Wrongful disconnection or supply interruption
Failure to provide required information
Unfair contract terms or surprise price increases
Billing period disputes or standing charges

The Ombudsman can only intervene once your supplier has had 8 weeks to resolve the issue. This is a mandatory "cooling off" period — don't skip complaining directly to the supplier.

Step-by-Step Complaint Process

Step 1: Complain to Your Supplier (8 Weeks) — Write to your energy supplier's complaints department with your account number, the issue details, what you want to happen (refund, correction, etc.), and evidence (bills, meter readings, correspondence). Keep copies. They have 8 weeks to respond.

Step 2: Wait 8 Weeks or Get Final Response — If the supplier doesn't respond within 8 weeks, or you disagree with their response, you can escalate to the Ombudsman. You must escalate within 6 months of the supplier's final response (or within 8 weeks plus 6 months if they never responded).

Step 3: Lodge an Ombudsman Complaint — Visit energyombudsman.org.uk or call 0330 540 0937. Provide your supplier's final response letter (or proof they failed to respond), your complaint letter, all supporting evidence, and your bank details for any compensation award.

Step 4: Ombudsman Investigation (4-8 Weeks) — The Ombudsman will review both your case and the supplier's response. They'll decide whether to uphold your complaint and order compensation (up to £5,000).

Evidence You'll Need

Gather these before complaining:

Your billing history (6-12 months of bills)
Meter readings you took (with dates and photos if possible)
The supplier's metre-reading reports
Written correspondence with the supplier
Proof of payment (bank statements)
Any engineer visit reports (for meter faults)
Your account number and payment reference

What the Law Says

Electricity Act 1989 (England & Wales) / Gas Act 1986 (GB)

Regulatory Framework: Gas and electricity suppliers must comply with supply license conditions, including accurate billing, meter maintenance, and customer service standards. Violations can trigger Ombudsman action.

Energy Ombudsman Scheme Rules 2024

Compensation Authority: The Energy Ombudsman can award up to £5,000 per complaint, order refunds, and direct suppliers to take corrective action. Decisions are binding on the supplier (but not on you — you can reject and pursue court action).

Consumer Rights Act 2015, Section 62

Unfair Contract Terms: Energy suppliers cannot use unfair contract terms. The Ombudsman applies this test to surprise price increases, standing charges, and exit fees.

Frequently Asked Questions

Does the Ombudsman charge a fee?

No. The Energy Ombudsman service is free for consumers. Your supplier pays for membership of the scheme. Never pay a third party to escalate your complaint to the Ombudsman.

Can the Ombudsman order a refund larger than £5,000?

The Ombudsman's compensation award is capped at £5,000. However, they can order the supplier to refund the full amount of your overcharge separately from the compensation award. So you could receive £5,000 compensation plus a £10,000 refund if you've been overcharged by more.

What if my supplier won't accept the Ombudsman's decision?

Suppliers are legally required to accept the Ombudsman's decision. If they refuse to comply, you can report them to Ofgem (the energy regulator), who can fine the supplier and refer them to the FCA. Non-compliance is rare because the Ombudsman's decisions are binding.

How long does the whole process take?

At least 16 weeks: 8 weeks for your supplier to respond, then 4-8 weeks for the Ombudsman investigation. Simple cases (e.g., clear billing error) move faster. Complex cases with disputed meter readings can take 12+ weeks.

Can I take court action instead of using the Ombudsman?

Yes, but the Ombudsman is faster and free. If you sue in court, you'll need to prove your case and pay legal costs. The Ombudsman can order compensation up to £5,000 without court involvement. Use the Ombudsman first — if you disagree with their decision, you still have the right to sue.

File Your Energy Complaint

Start your complaint to the Energy Ombudsman today. Use FightingBack's templates to structure your complaint letter and track your case.

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Key Takeaways

Always complain to your supplier first — 8-week mandatory period
The Energy Ombudsman is free and independent
Compensation cap is £5,000, plus ordered refunds
Decisions are binding on the supplier
Gather evidence: billing history, meter readings, correspondence
Escalate within 6 months of the supplier's final response
The entire process takes 16+ weeks — be patient