Energy Ombudsman publishes complaint data and shares advice for households

Energy Ombudsman has revealed that complaints handled by the service fell by 14% in 2025, with the service handling 80,256 cases, down from 92,938 in 2024, but saw an uptick in disputes raised towards the end of the year.

With some uncertainty in the market, Energy Ombudsman has offered advice for consumers who may need to resolve disputes with their energy supplier.

Reprieve for energy sector as complaints fall in 2025

2025 saw complaint levels remain steady month‑to‑month, with a year-on-year fall of 14% compared to 2024, but with volume starting to increase towards the end of the year.

Energy Ombudsman’s latest report revealed that:

• October to December 2025 saw a 12% increase in the number of cases accepted compared to the same period in 2024.
• More than half of all cases (56%) were billing-related issues, making it consistently the most common problem for consumers
• On average, energy suppliers correctly signposted to Energy Ombudsman only 48% of the time, meaning thousands of people may not know their rights or how to get help with complaints.

Steps to resolve billing disputes with your energy supplier

Energy Ombudsman has shared simple steps households can take if they have a concern about their energy bill.

• 1. Don’t panic – check the basics first
  Start by reviewing your latest bill. Check the tariff name, unit rates and standing charges, and make sure the meter readings are accurate. A simple billing error or estimated reading can sometimes explain a sudden jump.

• 2. Contact your supplier early
  If something looks wrong, contact your energy supplier as soon as possible. Ask them to explain how your price has been calculated.

• 3. Give it eight weeks – then escalate
  After eight weeks, if your complaint isn’t resolved, or you’re unhappy with the response, you can bring it to Energy Ombudsman. Our service is free, independent and designed to put things right for everyone.

Ed Dodman, Chief Ombudsman for Energy Ombudsman said:

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“Whilst 2025 saw a welcome fall in complaints compared to 2024, the number of cases raised with our service increased towards the end of the year. We are aware of ongoing public concern about future energy costs, so it is important that consumers know where to turn for help when disputes arise. We want every consumer to understand when they are eligible to use our free, independent service for unresolved disputes. Whether the issue relates to billing, delays, or communication breakdowns, Energy Ombudsman can provide an impartial review to help reach a fair outcome for all.”

For more information on Energy Ombudsman’s process and easy to use online service, visit our "How we can help" section.