Energy Ombudsman sees consumer complaints fall by 25% in first half of 2025

Energy complaints escalated to Energy Ombudsman have fallen 25 per cent in the first half of 2025 compared to the same period in 2024. The Ombudsman accepted 40,068 cases between January and June 2025, down from 53,210 during the first six months of the previous year.

The overall decline suggests some progress in how suppliers are managing complaints with consumers. It also highlights the importance of consumers being aware of their right to seek redress if issues are not resolved directly with suppliers.

Billing remains the most common issue raised by consumers, accounting for 59 per cent of all disputes received. This is followed by smart meter disputes at 11 per cent and customer service concerns at 9 per cent.

In the first half of 2025, only 45 per cent of cases were signposted to Energy Ombudsman by suppliers. Signposting consumers is a regulatory requirement for suppliers and helps ensure that consumers are aware of their right to escalate a complaint after eight weeks or if the supplier has issued a deadlock letter.

Ed Dodman, Chief Ombudsman at Energy Ombudsman, said:

“It’s encouraging to see a reduction in the overall number of disputes, especially with customer service disputes, suggesting that suppliers are stepping up their efforts in handling consumer complaints. But with billing disputes still representing more than half of the cases we see, and signposting rates from suppliers less than half, there is still work to be done.

“Our role as Ombudsman is not only to help resolve disputes, but also to identify opportunities for wider improvement across the sector, and it’s vital that all consumers are made aware of when they are eligible to access our free and independent service. We remain committed to improving outcomes for all consumers and welcome the Government’s proposals aimed at strengthening consumer protections, including strengthening our powers, and automatic referrals to our service.”

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.

As part of Trust Alliance Group, Energy Ombudsman shares a wider purpose of building, maintaining, and restoring trust between consumers and essential businesses.