Energy Ombudsman: How to Complain in 2026 : 8 Week Rule

LAST REVIEWED 2026-09-06

How do I complain to the energy supplier in 2026?

To complain to your energy supplier in 2026, contact them directly by phone, email, or online chat. Explain the issue clearly and provide any relevant account details. Keep a record of your complaint, including dates and reference numbers. The supplier must respond within 8 weeks.

The process starts with the supplier because they have the first opportunity to resolve the problem. Most issues, such as billing errors or switching delays, can be sorted out at this stage. If the supplier resolves the complaint to your satisfaction, no further action is needed. If not, you can escalate to the Energy Ombudsman after the 8-week period.

When contacting the supplier, state that you are making a formal complaint. This ensures it is logged correctly. Ask for a reference number and note the date of your contact. If you contact them by phone, follow up in writing to have a paper trail. This documentation will be useful if you need to escalate later.

Check your supplier's complaints procedure on their website. Many have a dedicated complaints team. Some suppliers offer alternative contact methods, such as web forms or social media. Use the method that provides a clear record. If you are unhappy with the response, you can then take the next step.

What is the 8-week rule for energy complaints?

The 8-week rule means you must give your energy supplier up to 8 weeks to resolve your complaint before you can escalate to the Energy Ombudsman. This period starts from the date you first contact the supplier with the complaint.

The rule exists to allow suppliers time to investigate and respond. It is a standard timeframe set by Ofgem, the energy regulator. If the supplier does not resolve the issue within 8 weeks, you have the right to take the complaint to the Energy Ombudsman. The Ombudsman is an independent body that can make a binding decision.

You do not have to wait the full 8 weeks if the supplier sends a 'deadlock letter' earlier. This letter states that the supplier cannot resolve the complaint. If you receive one, you can escalate immediately. Otherwise, wait until the 8 weeks have passed.

Keep track of the date you made the complaint. Mark the 8-week deadline on your calendar. If you reach that date without a resolution, you can proceed. The Ombudsman will ask for evidence that you have given the supplier a chance to respond.

How do I escalate a complaint to the Energy Ombudsman?

To escalate a complaint to the Energy Ombudsman, you must first have complained to your supplier and waited 8 weeks or received a deadlock letter. Then, you can submit your complaint online, by phone, or by post. The service is free for consumers.

The Ombudsman will review your case and may ask both you and the supplier for more information. They will investigate the facts and decide whether the supplier has acted correctly. If they find in your favour, they can order the supplier to apologise, explain, or provide a remedy such as a bill adjustment or compensation.

You can start the process by visiting the Energy Ombudsman's website. You will need your supplier's name, your account details, and a summary of the complaint. Provide any evidence, such as emails or letters. The Ombudsman will acknowledge your complaint and begin the investigation.

There is no cost to you for using the Ombudsman. The service is funded by energy suppliers. You can withdraw your complaint at any time. The Ombudsman's decision is binding on the supplier, but not on you. If you do not accept the decision, you can still take legal action.

What can the Energy Ombudsman do about the complaint?

The Energy Ombudsman can investigate your complaint and, if it is upheld, order the supplier to take corrective action. This can include apologising, explaining what went wrong, or providing a financial remedy such as a refund or compensation.

The Ombudsman can order compensation for distress and inconvenience, but the amount is capped. However, the typical award is much lower. The Ombudsman will consider the impact on you and the supplier's conduct.

If the complaint is about a billing error, the Ombudsman may order the supplier to correct the bill and refund any overpayment. If the complaint is about a switching delay, they may order the supplier to complete the switch and compensate you for any extra costs.

The Ombudsman's decision is binding on the supplier. If the supplier does not comply, the Ombudsman can enforce the decision. You are not bound by the decision; if you are unhappy, you can reject it and take the matter to court. However, most complaints are resolved through the Ombudsman.

What types of complaints can I take to the Energy Ombudsman?

You can take most complaints about your energy supplier to the Energy Ombudsman, including issues with billing, meter readings, switching, customer service, and sales practices. The complaint must be about an energy supply issue, not about the price cap or government schemes.

Common complaints include incorrect bills, problems with direct debits, delays in switching suppliers, and poor customer service. You can also complain about the installation of a smart meter or the handling of a complaint. The Ombudsman cannot deal with complaints about energy prices themselves, as these are set by the market.

Before escalating, ensure you have given the supplier a chance to resolve the issue. The Ombudsman will check that you have followed the 8-week rule. If you have not, they will ask you to go back to the supplier.

If you are unsure whether your complaint is eligible, contact the Ombudsman for advice. They can tell you if they can help. The service is independent and impartial, so they will assess your case fairly.

How long does the Energy Ombudsman take to resolve a complaint?

The Energy Ombudsman aims to resolve complaints quickly, but the time can vary. Many cases are resolved within a few weeks, but complex ones may take longer. The Ombudsman will keep you informed of progress.

After you submit your complaint, the Ombudsman will contact the supplier and ask for their response. They may also ask you for more information. Once they have all the evidence, they will make a decision. The process is designed to be less formal than a court, so it is usually faster.

If the complaint is straightforward, such as a billing error, it may be resolved in a matter of weeks. If it involves a detailed investigation, it could take several months. The Ombudsman will aim to complete the investigation within a reasonable time.

You can check the status of your complaint online or by phone. The Ombudsman will provide a reference number. If you feel the process is taking too long, you can contact them for an update. They are committed to providing a timely service.

What should I do if the energy supplier goes bust?

If your energy supplier goes bust, Ofgem will move your account to a new supplier. You do not need to complain to the Ombudsman about the failure itself. However, if you have an ongoing complaint with the old supplier, it will be transferred to the new one.

When a supplier fails, Ofgem appoints a new supplier to take over your supply. Your credit balance will be protected. You will receive a final bill from the old supplier and a new account with the new supplier. Any complaints you had will be handled by the new supplier.

If you were in the middle of a complaint with the Ombudsman, the case will continue with the new supplier. The Ombudsman will work with the new supplier to resolve the issue. You do not need to start the process again.

If you have a complaint about the new supplier, you will need to follow the normal process: complain to them first, wait 8 weeks, then escalate to the Ombudsman. The new supplier is responsible for your account from the date of transfer.

What are the time limits for complaining to the Energy Ombudsman?

You must complain to the Energy Ombudsman within 12 months of the issue occurring or within 12 months of the supplier's final response. This time limit is important. If you miss it, the Ombudsman may not be able to consider your case.

The 12-month period starts from the date of the event that caused the complaint, or from the date you received the supplier's final response, whichever is later. For example, if you received a bill error in January 2026, you must complain by January 2027.

If you have already complained to the supplier, the clock stops while you wait for their response. Once they respond, you have 12 months to escalate. If they do not respond within 8 weeks, you can escalate immediately, but you still have 12 months from the date of the issue.

It is best to act promptly. Gather your evidence and submit your complaint as soon as possible. Delays can make it harder to resolve the issue. The Ombudsman will check that you are within the time limit before proceeding.

How do I contact the Energy Ombudsman?

You can contact the Energy Ombudsman by phone, email, or post. The contact details are available on their website. The service is free, and they have a team to help you with your complaint.

Lines are open Monday to Friday, 9am to 5pm. You can also email them at [email protected] or write to them at the address on their website. If you prefer, you can use their online complaint form.

When you contact them, have your details ready: your name, address, supplier, and account number. Explain your complaint clearly and provide any reference numbers. The more information you give, the easier it is for them to help.

If you need help with the form, you can call them. They can guide you through the process. The Ombudsman is independent and impartial, so you can trust them to handle your complaint fairly.

What happens after the Energy Ombudsman makes a decision?

After the Energy Ombudsman makes a decision, they will send you and the supplier a copy. If the decision is in your favour, the supplier must comply. If you accept the decision, the case is closed. If you do not accept it, you can reject it and take legal action.

The Ombudsman's decision is binding on the supplier. They must implement any remedies ordered, such as a refund or compensation. If they do not, the Ombudsman can enforce the decision. You do not have to accept the decision if you are unhappy with it.

If you reject the decision, you can take the matter to court. However, this is rare. Most people accept the Ombudsman's decision because it is fair and independent. The decision is based on the evidence and the law.

If you accept the decision, the supplier will contact you to arrange the remedy. If you have any issues with the implementation, you can contact the Ombudsman again. They will ensure the supplier complies.

Glossary: the terms on an energy bill explained

Energy Ombudsman: An independent body that resolves disputes between energy suppliers and consumers in the UK. It is free to use and its decisions are binding on suppliers.

Deadlock letter: A letter from your energy supplier stating they cannot resolve your complaint. It allows you to escalate to the Ombudsman before the 8-week period ends.

Ofgem: The Office of Gas and Electricity Markets, the UK government regulator for the energy market. It sets the price cap and oversees supplier compliance.

Price cap: A limit on the maximum amount energy suppliers can charge for each unit of energy on standard variable tariffs. It is set by Ofgem every three months.

Standard variable tariff: A default energy tariff that suppliers offer when a fixed deal ends. It is subject to the price cap and can change with market conditions.

Direct Debit: A payment method where your energy supplier automatically takes money from your bank account on a regular basis, usually monthly or quarterly.

Frequently asked questions

How long do I have to wait before complaining to the Energy Ombudsman?

You must wait 8 weeks from the date you first complained to your supplier, unless you receive a deadlock letter earlier. The 8-week period gives the supplier time to resolve the issue. If they do not, you can escalate to the Ombudsman. The Ombudsman will check that you have followed this rule before investigating.

Is there a time limit for making a complaint to the Energy Ombudsman?

Yes, you must complain to the Energy Ombudsman within 12 months of the issue occurring or within 12 months of the supplier's final response, whichever is later. If you miss this deadline, the Ombudsman may not be able to consider your case. It is important to act promptly and keep records of all communications.

Can I complain to the Energy Ombudsman about the energy bill?

Yes, you can complain about billing errors, such as incorrect charges or problems with direct debits. You must first complain to your supplier and wait 8 weeks. If the issue is not resolved, you can escalate to the Ombudsman. They can order the supplier to correct the bill and refund any overpayment.

What compensation can the Energy Ombudsman award?

The actual amount depends on the impact on you and the supplier's conduct. They can also order the supplier to apologise, explain, or take corrective action. Most awards are much lower than the maximum.

Do I have to pay to use the Energy Ombudsman?

No, the Energy Ombudsman service is free for consumers. It is funded by energy suppliers. You do not need to pay any fees to submit a complaint or during the investigation. This makes it an accessible option for resolving disputes.

What if the energy supplier goes bust while I have a complaint?

If your supplier goes bust, Ofgem will transfer your account to a new supplier. Any ongoing complaints will be transferred to the new supplier. If you were already with the Ombudsman, the case will continue with the new supplier. You do not need to start the process again.