Complaining to the Energy Ombudsman

Complaining to the Energy Ombudsman:

The Energy Ombudsman is run by Ombudsman Services and handles complaints about gas and electricity suppliers and network operators in Great Britain. Here is how the process works.

Eligibility:

Before the Energy Ombudsman will look at your complaint, you must have already complained directly to your energy supplier or network operator. The company must have either issued a final response (sometimes called a "deadlock letter") or eight weeks must have passed since you first complained to the company without the matter being resolved. If either of those conditions is met, you can escalate to the Ombudsman.

How to submit your complaint:

1. Go to the Ombudsman Services website at ombudsman-services.org/energy.
2. You can submit your complaint online using their complaint form, or by telephone, email, or post.
3. You will need to provide your name, address, account details, the name of your supplier, a summary of your complaint, what you have done so far to resolve it, and what outcome you are seeking.
4. Attach any supporting documents such as bills, correspondence, the deadlock letter if you have one, and any evidence of the issue.

What the Ombudsman can do:

The Ombudsman can require the company to apologise, explain what went wrong, take action to put things right, or pay financial compensation. If you accept the Ombudsman's final decision, it becomes binding on the company. If you do not accept it, you are free to pursue other options such as court proceedings, but the company is then also released from the decision.

Costs:

The service is free to consumers.

Time limits:

You should bring your complaint to the Ombudsman within 12 months of receiving the company's final response. If you delay beyond that, the Ombudsman may decline to investigate.

Practical tips:

Keep a clear written timeline of what has happened and when. Save all correspondence, including emails, letters, and chat transcripts. Be specific about what remedy you want, whether that is a refund, compensation, a corrected bill, or something else. The clearer and more organised your submission, the easier it will be for the Ombudsman to deal with it promptly.

If your complaint is about a matter the Energy Ombudsman does not cover, such as the level of energy prices in general or issues with companies not covered by the scheme, they will tell you and may redirect you to Ofgem or Citizens Advice.