Energy Ombudsman releases complaints data Q3 2024

New data from Energy Ombudsman shows the service has handled 27% fewer complaints in the third quarter of 2024, compared to the same period in 2023.

Between July and September 2024, a total of 21,063 cases were accepted by Energy Ombudsman, compared to 28,876 in July and September 2023.

The main complaint categories in 2024 so far, have been billing, customer service and smart meters which reflects a similar pattern to 2023.

Below are the five most common types of complaints for the third quarter of 2024, compared to the same period in 2023:

This data comes ahead of Energy Ombudsman’s remit being extended next month, allowing small businesses with up to 50 employees to access the service. This extension will enable an additional 200,000 businesses to resolve disputes with third parties, such as their suppliers or energy brokers, through the Ombudsman service.

Ed Dodman, Business Unit Director at the Energy Ombudsman, explained: While billing remains the most common reason for disputes, over the last year we have seen a decrease in cases across all complaint types. Notably, payment and debt-related cases have decreased by 62% this quarter, reflecting the easing of financial pressures as energy prices stabilise.

“However, as the colder months approach the potential for higher bills may leave many consumers uncertain about their energy costs. The Energy Ombudsman remains committed to our role in helping consumers resolve disputes with suppliers, ensuring they have access to a free, impartial, and reliable service. Our focus continues to be on supporting both consumers and suppliers in navigating any challenges that may arise in the months ahead.”

Energy Ombudsman publishes regular performance updates on its website. It works collaboratively with the regulator, Ofgem, and is committed to sharing more information about the performance of suppliers and the experience that consumers receive. As part of Trust Alliance Group, it shares the common purpose of building, maintaining and restoring trust between consumers and suppliers.