Finance Editor, Kael Tripton Ltd - LBS MBA - Verified against FCA Handbook: 14 June 2026
Quick answer
The Energy Ombudsman (energy-ombudsman.com) is free for consumers and handles disputes with energy suppliers after 8 weeks without resolution. It can award up to 10,000 pounds and require suppliers to correct billing errors, reconnect supply or take specific action. Decisions are binding on suppliers if the consumer accepts.
How to Complain to the Energy Ombudsman: Step-by-Step
Direct answer
How do I escalate an energy dispute to the Energy Ombudsman?
Complain to your supplier first and wait 8 weeks for resolution (or get a deadlock letter). Then refer to the Energy Ombudsman at energy-ombudsman.com within 12 months. It is free for consumers. The ombudsman can require the supplier to correct billing errors, pay compensation and take remedial action.
Complain to your supplier first
Write a formal complaint to the supplier. Note the date. You must give the supplier 8 weeks to respond.
Wait for the final response or 8 weeks
The supplier must resolve within 8 weeks or issue a deadlock letter. After 8 weeks with no resolution, you can go to the ombudsman.
Refer to the Energy Ombudsman within 12 months
Go to energy-ombudsman.com or call 0330 440 1624. Submit within 12 months of the final response or deadlock letter.
Provide evidence
Supply copies of bills, correspondence, smart meter readings and any other relevant documents.
Accept or reject the decision
If you accept, the supplier must comply. If you reject, you can go to court.
| Feature | Energy Ombudsman | Financial Ombudsman (FOS) |
|---|---|---|
| Regulated by | Ofgem (ADR Regulations 2015) | FCA (FSMA 2000) |
| For | Energy supplier disputes | Financial firm disputes |
| Maximum award | Up to 10,000 pounds goodwill | 430,000 pounds |
| Wait time | 8 weeks before referral | 8 weeks before referral |
| Time limit to refer | 12 months from deadlock | 6 months from Final Response |
| Website | energy-ombudsman.com | financial-ombudsman.org.uk |
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Frequently Asked Questions
What is the Energy Ombudsman and what can it award?
The Energy Ombudsman (energy-ombudsman.com) is the Alternative Dispute Resolution (ADR) scheme approved by Ofgem to handle disputes between domestic and small business energy customers and their suppliers. It is free for consumers. The Energy Ombudsman can require the supplier to: correct a billing error, provide a goodwill payment (up to 10,000 pounds in some cases), reconnect supply, or take specific remedial action. Unlike the FOS, the Energy Ombudsman operates under Ofgem's ADR licensing framework rather than FCA rules.
How do I complain to the Energy Ombudsman?
You must first complain to your energy supplier and give them 8 weeks to respond (or receive a deadlock letter before 8 weeks). Once you have a final response or have waited 8 weeks, you can refer to the Energy Ombudsman online at energy-ombudsman.com or by calling 0330 440 1624. There is no cost to the consumer. You must refer within 12 months of the deadlock letter or final response.
What can the Energy Ombudsman investigate?
The Energy Ombudsman can investigate billing errors, estimated billing disputes, direct debit disputes, switching problems (including erroneous transfers), smart meter installation issues, supply interruptions, complaint handling failures and issues with final bills. It cannot investigate pricing decisions or Ofgem price cap compliance (Ofgem handles those directly). It handles approximately 100,000 cases per year.
Does the Energy Ombudsman decision bind the supplier?
Yes -- if the consumer accepts the decision. If the Energy Ombudsman finds in the consumer's favour, the supplier must comply with the remedial action required. If the consumer rejects the decision, they retain the right to go to court. The supplier cannot reject a decision the consumer has accepted.
Is the Energy Ombudsman the same as the Financial Ombudsman?
No. The Energy Ombudsman and the Financial Ombudsman Service (FOS) are completely separate bodies operating under different regulatory frameworks. The Energy Ombudsman is approved by Ofgem under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. The FOS is established under the Financial Services and Markets Act 2000 and regulated by the FCA. For energy billing disputes, use the Energy Ombudsman. For financial services complaints (insurance, mortgages, banks), use the FOS.
Primary sources
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