How to complain to the Energy Ombudsman (and when you can)

Great Britain · Rules checked 24 October 2026 · Not legal advice

Free tool: Energy Ombudsman date checker. Enter your complaint date to see when you can escalate.

The Energy Ombudsman is free and independent. It resolves disputes between consumers and energy suppliers in Great Britain.

When you can go

• 8 weeks after you complained to the supplier, if it isn't resolved; or
• sooner, if the supplier sends a deadlock (final response) letter.

You must escalate within 12 months of a deadlock letter. Work out your dates with the Ombudsman date checker. In June 2026 the government announced it would reduce the 8 weeks to 6, but this wasn't in force when we checked in October 2026.

How it works

1. Register your dispute online, by phone (0330 440 1624) or email (enquiry@energyombudsman.org).
2. The supplier may offer a settlement early ("facilitated resolution").
3. Otherwise you have up to 14 days to send evidence.
4. A decision usually comes within about 6 weeks.
5. If you accept it, the supplier must carry it out, normally within 28 days. If you reject it, you can still go to court.

What it can award

It can tell the supplier to put things right, such as correcting bills, removing charges and apologising, and can add a financial award. It says a typical award is £50 to £100.

Evidence

Letters and emails in date order, call notes, bills, meter photos and bank statements.