One million consumers helped by Energy Ombudsman as service marks 20 years

Energy Ombudsman has helped resolve over one million consumers with their energy complaints, reaching the major milestone as it celebrates 20 years of its service.

Since launching as a voluntary organisation in 2006, and its appointment by Ofgem in 2008, Energy Ombudsman has provided free, independent support to consumers who have an unresolved energy complaint, across a period of significant change in the energy sector.

In its first year, the organisation handled just 2,312 complaints about billing, yet in its record year in 2023 accepted a staggering 123,000 cases. The rise in consumers using the service reflects both rising pressures in the market and increasing awareness of the service, as well as consumers being better informed of their rights.

Ed Dodman, Chief Ombudsman at Energy Ombudsman said: “When people come to us it’s often because they’ve reached a deadlock and don’t know where else to turn. Being able to step in to resolve disputes and build trust, delivering the best outcome for everyone, is what really defines the value of independent dispute resolution and the services of an Ombudsman.

“Over the past 20 years, complaints have become far more complex. Consumers are better informed and more confident in challenging poor service, and they expect higher standards as a result and, as a sector, we should hold ourselves to that standard.

“Reaching one million cases is an important milestone, not just for us, but for what it represents – a growing demand for fairness, transparency and accountability across the energy sector. The insight from these cases doesn’t just help us resolve individual disputes; it supports our work with suppliers, regulators, and government to drive positive progress and raise standards across the sector.

“With prices rising again, more people may find themselves needing support. It’s important they know there is a free, independent and impartial service available if things go wrong.”

Looking ahead, reforms from the Department for Energy Security and Net Zero (DESNZ) announced on 17 June will 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.

Minister for Energy Consumers Martin McCluskey said: “The Energy Ombudsman provides a key service and we are making it even stronger, introducing new measures so households can get fairer, faster compensation in the energy market.

"I congratulate the Ombudsman for their 20-year milestone. This is a huge accomplishment, with one million customers receiving crucial support by holding suppliers to account."

Beth Martin, Director of Consumer Protection & Competition at Ofgem, said: "The Energy Ombudsman plays an important role supporting consumers across the energy sector, providing independent dispute resolution, and helping to build trust in the market. Ofgem will continue to work closely with the Energy Ombudsman to implement the reforms set out by DESNZ.

"We are committed to strengthening the redress framework, improving standards across the sector and ensuring consumers receive fair and timely resolutions when things go wrong."

Gillian Cooper, Director of Energy at Citizens Advice, said: “We value our collaboration with the Energy Ombudsman, and the opportunity to deliver on our shared vision for better consumer outcomes. It plays an important role in addressing consumer complaints and supporting confidence in the sector. We look forward to continuing to work together in creating a fairer energy system for all.”

One Millionth Case

The one millionth case involved Eva from London, who was left without electricity and gas heating for three days in December 2025 after her supplier disconnected her supply due to safety concerns during the installation of a smart meter.

Despite undergoing cancer treatment and caring for young children, Eva’s supplier didn’t do enough to support her, and she was forced to arrange and pay for repairs herself.

Following an investigation, Energy Ombudsman required the supplier to reimburse £240 for the emergency call-out fees paid by Eva and apply a £350 goodwill credit to her account and provide a formal written apology. They ruled that some of the costs paid for the electrician were Eva’s responsibility.

Speaking on the impact of this decision on Energy Ombudsman’s 20th anniversary, Eva says: “It was incredibly stressful being left without gas or electricity for days in the middle of winter, especially when no one stepped in to help.

“Energy Ombudsman made a huge difference. They stepped in quickly, kept me informed throughout, and made sure things were put right. Situations like these really shows just how important it is to have someone truly independent to support you when things go wrong, and I’d encourage anyone in a similar situation to contact Energy Ombudsman.”