Energy Ombudsman H1 Data 2026

Energy Ombudsman has reported a third consecutive quarter of growth in accepted cases, with volumes increasing by 16% year-on-year

• Energy Ombudsman accepted 46,532 cases between January and June 2026 (40,068 in the same period in 2025)

• This is the third consecutive quarter-on-quarter increase in cases accepted, with volumes rising by 16% year-on-year

• Billing-related disputes remains the most complained about category (58% of accepted cases)

• On average, suppliers correctly signposted consumers in 53% of cases (increasing five percentage points from 2025)

New data from Energy Ombudsman reveals a 16 per cent increase in complaints handled in the first half of 2026 compared to the same period in 2025.

The Ombudsman accepted 46,532 cases between January and June 2026, up from 40,068 during the first six months of the previous year.

The six-month report shows a steady increase in cases accepted over the past 12 months, highlighting sustained demand for the service.

Billing-related disputes remains the most common complaint category, accounting for more than half (58%) of accepted cases by Energy Ombudsman in 2026.

2025 was the first full year that Energy Ombudsman reported on supplier signposting rates, measuring whether consumers were informed about their right to refer unresolved complaints to the Ombudsman after eight weeks or once a deadlock had been reached.

Early signs of improvement have emerged, with average signposting rates increasing from 48% in 2025 to 53% during the first six months of 2026.

Ed Dodman, Chief Ombudsman for Energy said: “The findings in this report highlight the continued challenges facing many energy consumers at a time of ongoing pressure on household finances.

"Energy Ombudsman has an important role to play in ensuring consumers can access fair resolutions when things go wrong, while supporting suppliers to resolve disputes and address the root causes of complaints. We will continue to monitor complaint trends closely and work with suppliers to address areas of concern and ensure consumers can access fair, timely resolutions when things go wrong."

Energy Ombudsman has also increased transparency around its own performance, expanding quarterly reporting to provide greater visibility of measures such as average resolution times, customer satisfaction and appeal rates. The organisation continues to focus on improving the consumer experience by streamlining processes, reducing investigation times and supporting greater use of facilitated resolution, helping consumers reach fair outcomes more quickly.

In June 2026 the Department for Energy Security and Net Zero (DESNZ) announced it would improve access to Energy Ombudsman for consumers. This includes reducing the complaint escalation timeframe from the current eight weeks to six weeks and compensation for consumers when remedies are not implemented on time.

Energy Ombudsman is approved by Ofgem to independently resolve disputes between consumers and energy suppliers. The service is free, impartial, and available to anyone whose complaint meets the criteria for escalation.

Read the full Energy Ombudsman H1 2026 complaints data here: Energy Ombudsman Complaints Data | Insights and… | Energy Ombudsman

For more information on Energy Ombudsman visit www.energyombudsman.org.