20 Things to Know About Energy Ombudsman

1) It’s free to use
Consumers don’t pay anything to bring their dispute to Energy Ombudsman.

2) It handles unresolved complaints
You must raise the issue with your supplier first. You can only go to them after your energy supplier has had the opportunity to fix the issue.

3) There’s currently an 8-week rule
If your supplier hasn’t resolved your complaint after 8 weeks, you can escalate it to Energy Ombudsman. Outcome of the recent government consultation means that this will be reducing to 6 weeks.

4) Deadlock letters speed things up
If your supplier says they can’t resolve your complaint you will get a ‘deadlock’, and you can go straight to Energy Ombudsman.

5) It covers gas and electricity complaints
Including billing, service, smart meters, and switching problems.

6) It applies to all suppliers
Energy companies must be members of the scheme.

7) It’s independent
Energy Ombudsman is impartial and not on the side of energy companies or consumers.

8) You can complain online
The best way to raise your dispute is online, but other methods and additional support is available including translation services.

9) They can help build your case
Bills, emails, account details and timelines help strengthen your case, but Energy Ombudsman can support you.

10) It can order companies to act
Suppliers must comply with Energy Ombudsman’s decision and, if they decide in your favour, implement remedies to put things right.

11) Outcomes can include compensation
This might be financial or practical (e.g. correcting a bill).

12) It can require apologies or explanations
Not all resolutions are monetary.

13) It looks at fairness, not just rules
Decisions consider what’s reasonable and fair, not just what’s written in regulation.

14) It’s different from Ofgem
Ofgem regulates the energy sector; Energy Ombudsman resolves individual disputes and helps reduce sector wide issues.

15) One point of contact
Every dispute is managed by a single case handler from start to finish.

16) You don’t need legal help
The process is designed for everyday consumers and helps avoid the need for legal intervention.

17) Businesses can also complain
Small Businesses and microbusinesses are eligible too.

18) It helps improve industry standards
Complaints data and insights are used to help suppliers identify issues and improve processes.

19) Our remit is expanding
In 2022 Energy Ombudsman launched its broker scheme, and since April 2025 it can accept disputes relating to heat networks.

20) Powers are changing
Following a consultation by the Department of Energy Security and Net Zero, Energy Ombudsman will soon be getting additional powers.