Switching, Billing & Compliance

Energy Ombudsman

Key takeaways

The Energy Ombudsman is the independent body that resolves unresolved complaints between energy customers and suppliers.
It’s free to use and its decisions are binding on the supplier (but not on you — you can reject and pursue other routes).
You normally need to give the supplier 8 weeks to resolve the complaint (or get a deadlock letter) before the Ombudsman will accept the case.

What does the Energy Ombudsman do?

The Energy Ombudsman investigates complaints from customers about their energy supplier or network operator when the customer and supplier can’t agree on a resolution. It’s an independent dispute-resolution service approved under the relevant UK consumer-protection framework.

Eligible business customers include domestic, microbusiness, and (since 2022) small business customers with usage and headcount below set thresholds.

When to escalate

You’ve raised a formal complaint with the supplier (e.g. about back-billing, a meter fault, or a wrong switch).
Either 8 weeks have passed without resolution, or the supplier has issued a final response / deadlock letter.
You’re within 12 months of the supplier’s final response (or the 8-week deadline).