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Written by Brad Askew
Legal Tech Founder
Civil & Commercial Law background · Founder of LegalDocuments.co.uk
We’re not a law firm — we help you find the right legal support. For advice on your situation, speak to a legal adviser or find a solicitor.
Updated April 2026 · England & Wales
BA
Written by Brad Askew Legal Tech Founder
Civil & Commercial Law background · Founder of LegalDocuments.co.uk
Updated May 2026
·
England & Wales
If you have hit a brick wall with your gas or electricity supplier, the Energy Ombudsman exists to break the deadlock. It is a free, independent dispute resolution service that sits between domestic and small business consumers and the companies that sell them energy.
Whether your issue involves incorrect bills, a botched switch, problems with a smart meter installation, or poor handling of a complaint, the Ombudsman can look at the facts and make a decision that the supplier has to honour. In this guide I walk through when you can escalate a complaint, what you need to have done first, how the investigation typically runs, and what kind of remedies the Ombudsman can put in place. My aim is to save you time and frustration by setting realistic expectations before you file.
Overview
The Energy Ombudsman is an independent body approved by Ofgem to handle disputes between energy consumers and their suppliers in Great Britain. It is not a regulator, a court, or a government department. Its job is to look at individual complaints that have not been resolved between the customer and the supplier, weigh the evidence from both sides, and decide what, if anything, the supplier should do to put things right.
The service is free for consumers. Suppliers that are signed up to the scheme (which, in practice, covers all licensed domestic gas and electricity suppliers) must comply with any decision the consumer accepts. Remedies can include an apology, a correction to an account, a goodwill payment, or compensation where the Ombudsman thinks financial redress is appropriate.
The Ombudsman cannot fine a supplier or change the law. It also cannot step in while your complaint is still being actively handled by the supplier: there is a clear order in which things have to happen.
Key steps
01
Raise the complaint with your supplier first. Before the Ombudsman will touch your case, you need to have formally complained to the energy company and given them a fair chance to fix it. Put the complaint in writing where you can, keep a copy, and note the date. Ask the supplier for their complaints procedure if you cannot find it.
02
Wait for a deadlock letter or eight weeks to pass. The Ombudsman can normally only accept a case once the supplier has issued a final response (sometimes called a deadlock letter) or once eight weeks have gone by since you first raised the issue. If either of those applies, you can move on to the next stage.
03
Gather your evidence. Pull together everything that supports your side of the story. This typically means bills, meter readings, account statements, emails, letters, call notes with dates and names, photographs of meters or damage, and the supplier's final response. The stronger your paper trail, the easier it is for the Ombudsman to make a fair decision.
04
Submit your complaint to the Energy Ombudsman. You can file online, by post, or by phone. You will be asked to explain what went wrong, what you have already done to resolve it, and what outcome you are looking for. Be specific and factual, and attach your supporting documents. Keep your explanation focused on what the supplier did or failed to do.
05
Engage with the investigation and respond to the decision. An investigator will review the file, often asking both sides follow-up questions. Once they issue a provisional or final decision, you choose whether to accept it. If you accept, the supplier is bound to carry out the remedy. If you reject it, you keep your right to take the matter further, including to court.
Common questions
QDo I need to be a paying customer to complain?
In most cases the Ombudsman deals with complaints from people who have, or recently had, an account with the supplier. That includes account holders, those named on the bill, and sometimes authorised representatives. If you are not a customer but have been affected by a supplier's conduct, for example over a disputed switch, it is still worth contacting the Ombudsman to check whether your situation falls within their remit.
QHow long do I have to bring a complaint?
There is a time limit, and it is usually measured from the point the issue arose or the supplier gave you their final response. Leave it too long and the Ombudsman may decline to investigate. If you think you may be approaching a deadline, contact the Ombudsman as soon as possible rather than waiting, and keep evidence of when you first raised the matter with your supplier.
QIs the decision really binding on the supplier?
Yes, if you accept it. Under the scheme, once you accept the Ombudsman's final decision, the supplier must comply with whatever remedy has been set out, whether that is a bill correction, a goodwill gesture, or compensation. If you reject the decision, the supplier is not bound and you remain free to pursue the matter through other routes, including the county court.
QWhat kinds of remedies can the Ombudsman order?
Typical outcomes include a written apology, a practical action such as amending a bill or updating account records, and in some cases a financial award to reflect inconvenience or actual loss. The Ombudsman cannot impose unlimited sums and cannot punish a supplier beyond the scheme's powers. The focus is on putting the consumer back in the position they should have been in.
QDoes it cost anything to use the Ombudsman?
No. The service is free to consumers and small businesses who meet the eligibility criteria. The costs of running the scheme are met by the suppliers themselves. You do not need to pay for legal representation to submit a complaint, although you may choose to get guidance before filing if your case is complex or high value.
QWhat if my supplier has gone out of business?
When a supplier fails, Ofgem normally appoints a new supplier of last resort to take over customers' accounts. Complaints about the failed company can become harder to pursue because the business itself may no longer exist in the same form. Contact the Ombudsman and the new supplier to understand what route, if any, is open to you in that situation.
QCan I go to court instead of using the Ombudsman?
You are not required to use the Ombudsman. You can take a claim to court, for example through the small claims track for lower-value disputes. In practice the Ombudsman is quicker, cheaper, and specialist, so most consumers try it first. If you reject the Ombudsman's decision, going to court later remains an option, subject to the usual limitation periods.
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Brad Askew Legal Tech Founder
Brad has a background in civil and commercial law and founded LegalDocuments.co.uk to make clear, reliable legal information accessible to everyone. This site is not a law firm and does not provide regulated legal advice.
Legal disclaimer
This article is for general information only and does not constitute legal advice. We are not solicitors. For advice on your specific situation, please consult a qualified solicitor.
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