What is an energy ombudsman complaint?
An energy ombudsman complaint is what happens when your supplier has had its chance to fix a problem and hasn’t managed it. Once you’ve been through their complaints process and either eight weeks have passed or you’ve hit deadlock, you can take the whole mess to the Energy Ombudsman for free.
It covers the usual suspects: billing errors, meter disputes, a switch that went wrong, or a refund that’s gone quiet. The Ombudsman is independent of every supplier, so it isn’t marking its own homework.
If you’ve already sent a polite email into the void and got nothing back but an automated “we’ll be in touch”, this is the next step worth knowing about. It costs nothing. It’s just underused.
When can you raise an energy ombudsman complaint?
You can raise an energy ombudsman complaint once eight weeks have passed since you first complained in writing, or sooner if your supplier sends you a deadlock letter saying there’s nothing more they can do. Ofgem’s own guidance confirms suppliers “must try to fix any problems you’ve reported within eight weeks” (Ofgem, checked August 2026).
A deadlock letter is worth asking for by name if a call handler tells you they’ve done all they can. It’s a genuine document, not a brush off, and it lets you skip the rest of the waiting.
Keep the trail in writing where you can. An email gives you a clear date to point to later, which matters if your energy ombudsman complaint ever needs a timeline laid out.
Here’s roughly how the stages stack up, based on the rules suppliers and the Ombudsman operate under.
| Stage | What happens | Typical timeframe |
|---|---|---|
| Complain to your supplier | Put it in writing so there’s a start date | Day 1 |
| Supplier investigates | They should try to resolve it or explain why not | Up to 8 weeks |
| Deadlock letter (if issued) | Supplier confirms it can’t resolve things further | Can arrive earlier than week 8 |
| Refer to the Energy Ombudsman | Free, independent review of your case | Within 12 months of deadlock or final response |
| Ombudsman decision | Apology, correction, or compensation where due | Roughly 6 to 8 weeks after referral, cases vary |
How to start an energy ombudsman complaint
Start by complaining to your supplier directly, in writing, and be specific about what went wrong and what you want done about it. Every supplier has a formal complaints procedure, usually linked from your account page or printed on your bill.
While you wait, keep copies of everything: meter readings, screenshots of your online account, and any reference numbers you’re given. It sounds tedious, but a tidy paper trail is what turns a vague grumble into a case the Ombudsman can actually act on.
Once you’ve got your deadlock letter, or the eight weeks are up, you can lodge your energy ombudsman complaint through the Energy Ombudsman’s website, by phone, or by post. There’s no fee at any stage, and you don’t need a solicitor to do it.
If your issue involves a wrong bill in particular, it’s worth reading up on how energy back billing rules work first, since a surprise catch up bill is one of the more common reasons people end up filing an energy ombudsman complaint in the first place.
What can the Energy Ombudsman actually do for you?
The Energy Ombudsman can order your supplier to correct a bill, apologise formally, or pay compensation where it decides one is due. According to the Ombudsman’s own published guidance, awards for distress and inconvenience are typically modest, with higher amounts possible where you can show real financial loss (Energy Ombudsman, checked August 2026).
Its decision is binding on your supplier if you accept it, but not binding on you. If you’re not happy with the outcome, you can still take your case further, including to court, though most people find the Ombudsman’s ruling is the end of the road.
What it can’t do is change your tariff, lower the price cap, or hand you a better deal than the one you’re on. That part is still down to you, which is roughly where Roo the kangaroo would remind you that shopping around never goes out of style. For more on where the wider rulebook stands, our piece on energy consumer rights covers the powers Ofgem itself has been handed.
Common mistakes that slow an energy ombudsman complaint down
The biggest one is complaining only by phone and never getting anything in writing. No paper trail, no clear start date for those eight weeks. The second is letting the whole thing drift because chasing suppliers is dull, which is exactly the inertia the Do Nothing Default relies on.
The third is assuming a smart meter reading or a bit of small print on your standing charge is beyond dispute. It usually isn’t. If a reading, a charge, or a fee on your bill doesn’t add up, you’re entitled to ask for the working behind it, and to complain if the answer doesn’t satisfy you.
Key takeaways
- Complain to your supplier in writing first, an energy ombudsman complaint needs that stage completed.
- You can escalate after eight weeks, or sooner with a deadlock letter.
- The Energy Ombudsman is free, independent, and can order compensation or a bill correction.
- You have 12 months from deadlock or final response to refer your case.
- Its decision binds your supplier if you accept it, but doesn’t bind you.
None of this fixes an uncompetitive tariff, though. If your real problem is that you’re simply on a pricey deal, it’s worth comparing what else is out there while your complaint runs its course.
Frequently asked questions about energy ombudsman complaints
- Does an energy ombudsman complaint cost anything?
- No. It’s free to use at every stage, for the customer, whether you contact the Ombudsman by phone, post, or online.
- How long does an energy ombudsman complaint take to resolve?
- You typically need to wait eight weeks after your written complaint, or get a deadlock letter sooner. The Ombudsman’s own review then generally takes a further six to eight weeks, though cases vary.
- Can I go to the Energy Ombudsman about a meter reading dispute?
- Yes. Meter and billing disputes are among the most common reasons people raise an energy ombudsman complaint, alongside switching problems and delayed refunds.
- What happens if I miss the 12 month deadline?
- The Ombudsman generally won’t accept a case referred more than 12 months after your deadlock letter or your supplier’s final response, so it’s worth acting once that letter lands.
- Will an energy ombudsman complaint lower my bill?
- Not directly. It can fix a specific billing error or win you compensation, but it won’t move you to a cheaper tariff, that part is still down to shopping around yourself.
