Energy Complaints and the Energy Ombudsman

Energy complaints typically fall into several categories, all of which the Energy Ombudsman is equipped to handle:

• Billing and metering: Incorrect bills, estimated bills not reflecting actual usage, unexplained charges, disputed final bills after switching or moving.
• Smart meters: Failed installation appointments, meters not working correctly, incorrect readings being submitted.
• Switching: Delays in switching supplier, erroneous transfers (being switched without consent), disputes over final settlement statements.
• Prepayment meters: Issues with top-up, being placed on a prepayment meter without proper process, self-disconnection during hardship.
• Customer service: Failure to respond to correspondence, not honouring agreed payment plans, aggressive debt collection practices.
• Direct debits: Unexplained increases in direct debit amounts without prior notice.

Start by contacting your energy supplier's customer service team and clearly stating that you are making a formal complaint. Under Ofgem rules, suppliers must acknowledge your complaint and respond within set timeframes.

Provide your account number, a clear description of the problem, relevant dates, and the resolution you want. Keep a record of all contacts — call dates, reference numbers, names of agents, and copies of emails.

If the initial contact does not resolve the issue, ask to escalate within the supplier's complaints process. Most suppliers have a specialist complaints team. If the supplier has not resolved your complaint within 8 weeks, or if they have issued a deadlock letter, you can refer to the Energy Ombudsman without waiting further.

The Energy Ombudsman is an independent service that resolves disputes between domestic and small business energy consumers and their suppliers. All Ofgem-licensed suppliers are required to be members of the scheme.

To refer your complaint:

• Visit energyombudsman.org and complete the online referral form
• Or call 0330 440 1624 (Monday to Friday, 8am–8pm; Saturday 9am–1pm)
• Provide your complaint summary, evidence of contact with the supplier, and any deadlock letter received

The ombudsman can direct your supplier to provide a financial award (up to £10,000), an apology, a corrected bill, or practical action to fix the problem. The process is free for consumers and the supplier must comply with any decision you accept.

The Energy Ombudsman handles individual complaints, but if you believe your supplier is systematically breaking rules — for example, consistently failing to process switches on time or sending inaccurate bills to many customers — you can report this to Ofgem directly.

Ofgem cannot resolve individual disputes but can investigate supplier conduct and take enforcement action, including fines. Citizens Advice also runs the Consumer Service on behalf of Ofgem, providing free advice and recording complaints for intelligence purposes.

For consumers on low incomes or in vulnerable situations who cannot resolve a complaint through normal channels, Citizens Advice's Extra Help Unit provides specialist support, including direct liaison with suppliers on your behalf.