Energy Ombudsman Annual Data 2025

Energy Ombudsman reports 14% drop in annual figures, but saw a 12% increase in Q4.

• Energy Ombudsman accepted 80,256 cases in 2025 (92,938 in 2024)
• 14% decrease in the number of cases accepted compared to 2024
• Q4 2025 saw a 12% increase on the same period in 2024
• On average, suppliers correctly signposted consumers in 48% of cases

Annual data from Energy Ombudsman show a decrease in complaints handled in 2025 compared to 2024. In 2025, the service accepted 80,256 cases, down from 92,938 the previous year – a drop of 14%.

However, the final quarter (October to December) saw an increase in the number of cases accepted compared to earlier quarters in the year and was 12% higher than the same period in 2024.

The report shows a relatively consistent volume over the 12-month period, which highlights an ongoing and sustained need for the service among thousands of energy consumers, with numbers beginning to return to levels seen prior to the energy crisis.

Billing-related disputes remains the most complained about category, accounting for more than half (56%) of disputes reviewed by Energy Ombudsman last year. The number of back billing cases remained stable with 3,216 (3,238 in 2024).

2025 was the first full year that Energy Ombudsman reported on signposting rates, highlighting which suppliers were able to evidence that they had informed consumers about Energy Ombudsman when a dispute remained unresolved (after eight weeks or at deadlock). Signposting is important in ensuring consumers are aware of their right to access Energy Ombudsman.

Over the 12-month period there were signs of improvement, with average signposting rates increasing from 44% at the end of 2024 to 55% by the end of 2025. Overall, the average rate for 2025 was 48%, with performance varying significantly between suppliers, with figures ranging from 25% to 68%.

Reflecting on 2025, Ed Dodman, Chief Ombudsman for Energy said:

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“In 2025 more than 80,000 consumers accessed our service, showing a continued need for free and fair dispute resolution. But we also know that as many as 75% of consumers who could use Energy Ombudsman do not do so, meaning that there are potentially thousands of consumers with unresolved energy disputes. Factors such as perceived complexity, accessibility and supplier signposting rates contribute to this low engagement.”

In 2025 the Department of Energy Security and Net Zero (DESNZ) consulted on proposals to create a fairer and more accessible redress for energy consumers. These proposals include reducing the period for escalation from eight weeks to four weeks, alongside automatic referral to Energy Ombudsman, which will ease the burden on consumers and improve access to redress. The proposals also look at strengthening Energy Ombudsman’s powers and enabling automatic compensation.

Ed Dodman added:

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“The sector should hold itself to the highest standard to ensure we are doing the right thing for consumers. The measures proposed by DESNZ would ensure that everyone who could benefit from using Energy Ombudsman has the same opportunity to do so and, when using the service consumers know we have the powers to put things right.”

Working collaboratively with Ofgem and suppliers to improve transparency and service standards, Energy Ombudsman continues to monitor trends. As the single ombudsman in the domestic and non-domestic energy sector, its access to unique data and broad view of the sector enables Energy Ombudsman to better serve consumers, support suppliers and provide insight to regulators and government.