UK energy suppliers received 80,256 formal complaints via the Energy Ombudsman in 2025, a 14% fall from 92,938 in 2024 yet still far above pre-crisis levels (Energy Ombudsman, 2025). Ofgem's own quarterly data put the market-wide complaint rate at 1,011 per 100,000 customer accounts in Q4 2025, 15% below the same quarter in 2024 (Ofgem, 2025). Updated June 2026.
The headline numbers
- 80,256 cases accepted by the Energy Ombudsman in full-year 2025 (Energy Ombudsman, 2025).
- 56% of all 2025 disputes were billing-related, the consistently dominant complaint category (Energy Ombudsman, 2025).
- 1,011 complaints per 100,000 customer accounts reported to Ofgem in Q4 2025 across the whole market (Ofgem, 2025).
- Average Citizens Advice Star Rating score across all domestic suppliers in Q4 2025 was 3.09 out of 5 (Citizens Advice, 2025).
- OVO Energy paid over £2,765,200 in redress following Ofgem enforcement action for Warm Home Discount failures affecting 11,646 customers (Ofgem, January 2026).
Key facts
- The 2025 case total of 80,256 was 35% below the 2023 peak of 122,829 (Energy Ombudsman, 2025).
- Billing complaints fell 28% in H1 2025 compared with H1 2024, from 32,588 to 23,441 (Energy Ombudsman, H1 2025).
- Smart meter disputes fell 10% in H1 2025 to 4,555, while payment and debt cases fell 54% to 894 (Energy Ombudsman, H1 2025).
- Only 48% of energy suppliers correctly directed customers to the Energy Ombudsman during 2025, with individual supplier rates ranging from 25% to 68% (Energy Ombudsman, 2025).
- Fourteen million households were served by suppliers scoring below 3 out of 5 in the Citizens Advice Q4 2025 Star Rating (Citizens Advice, 2025).
- Medium-sized energy suppliers reported 1,650 complaints per 100,000 customer accounts in Q4 2025, a 38% increase on Q4 2024, while large suppliers saw an 18% fall to 986 per 100,000 accounts (Ofgem, 2025).
Headline figures for 2026
The most recent Ofgem quarterly data, covering October to December 2025, shows the market-wide complaint rate at 1,011 per 100,000 customer accounts, 15% below Q4 2024 (Ofgem, 2025). Large suppliers saw a rate of 986 per 100,000 accounts, an 18% year-on-year fall, while medium-sized suppliers bucked the trend at 1,650 per 100,000 accounts, up 38% year-on-year (Ofgem, 2025). Small suppliers remained the lowest-complaint cohort at 223 per 100,000 accounts, down 27% year-on-year (Ofgem, 2025). Ofgem's consumer satisfaction survey from January 2025 recorded 81% overall satisfaction, though satisfaction with complaint handling remained low at 44% (Ofgem, January 2025).
| Metric | Value (Source, Year) |
|---|---|
| Energy Ombudsman cases accepted (full year 2025) | 80,256 (Energy Ombudsman, 2025) |
| Market-wide complaints per 100,000 accounts (Q4 2025) | 1,011 (Ofgem, 2025) |
| Large supplier complaint rate per 100,000 accounts (Q4 2025) | 986 (Ofgem, 2025) |
| Medium supplier complaint rate per 100,000 accounts (Q4 2025) | 1,650 (Ofgem, 2025) |
| Small supplier complaint rate per 100,000 accounts (Q4 2025) | 223 (Ofgem, 2025) |
| Citizens Advice average Star Rating (Q4 2025) | 3.09 out of 5 (Citizens Advice, 2025) |
Complaint volumes and categories
The Energy Ombudsman accepted 80,256 cases in 2025, down from 92,938 in 2024 and a 2023 peak of 122,829 (Energy Ombudsman, 2025). Billing disputes drove the volume throughout, accounting for 56% of cases in 2025 and 58% in 2024 (Energy Ombudsman, 2025). Back-billing cases held stubbornly at 3,216 in 2025, almost identical to the 3,238 recorded in 2024, signalling a persistent consumer harm (Energy Ombudsman, 2025). Approximately 75% of eligible consumers do not escalate disputes to the Energy Ombudsman despite having the right to do so (Energy Ombudsman, 2025).
| Complaint category | H1 2024 cases | H1 2025 cases | Change |
|---|---|---|---|
| Billing | 32,588 (Energy Ombudsman, 2024) | 23,441 (Energy Ombudsman, 2025) | -28% |
| Customer service | 6,038 (Energy Ombudsman, 2024) | 3,666 (Energy Ombudsman, 2025) | -39% |
| Smart meters | 5,059 (Energy Ombudsman, 2024) | 4,555 (Energy Ombudsman, 2025) | -10% |
| Payments and debt | 1,926 (Energy Ombudsman, 2024) | 894 (Energy Ombudsman, 2025) | -54% |
Supplier performance league table
Citizens Advice publishes a quarterly Star Rating for domestic energy suppliers, scoring each on billing accuracy, smart meter operation, and customer service responsiveness. The sector average sat at 3.09 out of 5 in Q4 2025, and 14 million households were served by a supplier scoring below that average (Citizens Advice, 2025). Ecotricity held the top position in both Q3 and Q4 2025, with an average call waiting time of 46 seconds and an email response rate of 93.5% answered within two working days (Citizens Advice, 2025). Tru Energy scored the lowest in Q4 2025 at 1.91 out of 5 (Citizens Advice, 2025).
| Supplier or cohort | Q4 2025 Star Rating | Source |
|---|---|---|
| Ecotricity | 1st (top of league table) | Citizens Advice, 2025 |
| Octopus Energy | Best among six largest suppliers | Citizens Advice, 2025 |
| Tru Energy | 1.91 out of 5 (bottom of table) | Citizens Advice, 2025 |
| Sector average (all suppliers) | 3.09 out of 5 | Citizens Advice, 2025 |
Ofgem enforcement and fines
Ofgem's enforcement powers allow fines of up to 10% of a supplier's annual turnover for licence condition breaches, with unlimited penalties for energy market rule violations (Ofgem, 2025). Since the Energy Industry Voluntary Redress Scheme began in 2018, enforcement action has channelled over £150 million into 647 projects supporting vulnerable consumers (Ofgem, 2025). OVO Energy was ordered to pay £2,765,200 in redress in January 2026 after 11,646 customers did not receive their Warm Home Discount rebate until November 2025, more than 19 months after the statutory March 2024 deadline (Ofgem, January 2026). Maxen Power Supply Limited faced a proposed financial penalty of £1,250,000 in March 2026 for failing to communicate appropriately with customers about energy theft (Ofgem, March 2026).
| Supplier | Amount | Breach | Date |
|---|---|---|---|
| OVO Energy | £2,765,200 redress (Ofgem, 2026) | Warm Home Discount payments 19+ months late; 11,646 customers affected | January 2026 |
| OVO Energy | £2,370,000 total: £378,512 customer compensation + £2m to redress fund (Ofgem, 2024) | Complaint handling failures: delays up to 18 months for 1,395 customers | September 2024 |
| Good Energy and OVO Energy (combined) | £4,000,000 combined; Good Energy: £1,641,650, OVO: £1,502,917 (Ofgem, 2024) | Energy Price Guarantee overcharging: approximately 18,000 customers | 2024 |
| Maxen Power Supply Limited | £1,250,000 proposed (Ofgem, March 2026) | Failure to communicate on energy theft; inadequate compliance records | March 2026 |
Resolution and uphold rates
The signposting rate metric captures whether suppliers correctly inform customers of their right to escalate unresolved complaints. The sector average for 2025 was 48%, improving from 44% at end-2024 to 55% by end-2025, though the best-performing supplier reached 68% and the worst only 25% (Energy Ombudsman, 2025). The eight-week rule currently governs when a consumer can escalate to the Ombudsman; the Department for Energy Security and Net Zero has consulted on reducing this to four weeks with automatic referral (DESNZ, 2025). Ofgem's January 2025 satisfaction survey found that only 44% of consumers who had made a complaint were satisfied with how it was handled, compared with 81% general satisfaction among all bill-payers (Ofgem, January 2025).
| Resolution metric | Value (Source, Period) |
|---|---|
| Average supplier signposting rate (full year 2025) | 48% (Energy Ombudsman, 2025) |
| Signposting rate range (best to worst, 2025) | 25% to 68% (Energy Ombudsman, 2025) |
| Satisfaction with complaint handling (January 2025) | 44% (Ofgem, January 2025) |
| Overall consumer satisfaction (January 2025) | 81% (Ofgem, January 2025) |
| Eligible consumers not using Energy Ombudsman (est.) | ~75% (Energy Ombudsman, 2025) |
Trends over time
Energy Ombudsman case volumes rose sharply from 2021 through to a 2023 peak of 122,829, driven by billing errors during the energy price crisis and the mass transfer of customer accounts in 2021 and 2022 (Energy Ombudsman, 2025). By 2025, volumes had fallen to 80,256, a 35% reduction from peak, though the Q4 2025 uptick of 12% year-on-year suggests the downward trend is not guaranteed to continue (Energy Ombudsman, 2025). Ofgem's quarterly complaint rate data shows a similar trajectory, with the Q4 2025 rate 15% below Q4 2024 for the market overall (Ofgem, 2025).
| Year | Energy Ombudsman cases accepted | Source |
|---|---|---|
| 2022 | [SOURCE NEEDED - annual report available but figure not published in news releases] | Energy Ombudsman, 2023 |
| 2023 | 122,829 | Energy Ombudsman, 2024 |
| 2024 | 92,938 | Energy Ombudsman, 2025 |
| 2025 | 80,256 | Energy Ombudsman, 2025 |
Breakdown by supplier or category
The Energy Ombudsman publishes individual supplier complaint data in quarterly PDF reports. Ofgem's Warm Home Discount enforcement identified OVO Energy as the sole supplier responsible for delayed rebates to 11,646 customers, of which 7,726 were on the Priority Services Register (Ofgem, January 2026). The Good Energy and OVO overcharging case affected 6,966 Good Energy customers (average refund: £109) and 10,987 OVO customers (average refund: £181) (Ofgem, 2024). The gap between medium suppliers (1,650 per 100,000 in Q4 2025) and small suppliers (223 per 100,000) is more than sevenfold (Ofgem, 2025).
| Supplier or cohort | Complaint rate or enforcement figure | Source and period |
|---|---|---|
| Large suppliers (all) | 986 complaints per 100,000 accounts (Q4 2025) | Ofgem, 2025 |
| Medium suppliers (all) | 1,650 complaints per 100,000 accounts (Q4 2025) | Ofgem, 2025 |
| Small suppliers (all) | 223 complaints per 100,000 accounts (Q4 2025) | Ofgem, 2025 |
| OVO Energy (Warm Home Discount failure) | 11,646 customers affected; £2,765,200 redress ordered | Ofgem, January 2026 |
| Good Energy (overcharging) | 6,966 customers; average refund £109; £1,641,650 total | Ofgem, 2024 |
Data note: All figures on this page are drawn directly from official primary sources: the Energy Ombudsman (energyombudsman.org), Citizens Advice (citizensadvice.org.uk), Ofgem (ofgem.gov.uk), and the Department for Energy Security and Net Zero (gov.uk). Publication dates are indicated in each citation. Citizens Advice Star Ratings for Q4 2025 were published under a revised methodology; comparisons with earlier quarters should account for this change. Energy Ombudsman case volumes reflect cases accepted rather than all contacts received. This page is for reference only and does not constitute advice or a recommendation of any energy supplier.
Frequently asked questions
How many complaints did the Energy Ombudsman handle in 2025?
The Energy Ombudsman accepted 80,256 cases in 2025, a 14% decrease from 92,938 in 2024, with billing disputes accounting for 56% of cases (Energy Ombudsman, 2025).
Which energy supplier has the best customer service rating?
Based on the Citizens Advice Star Rating for Q4 2025, Ecotricity held the top position, having also ranked first in Q3 2025 (Citizens Advice, 2025).
What is the most common type of energy complaint?
Billing is the most common complaint category by a substantial margin. In 2025 it accounted for 56% of all Energy Ombudsman cases, and in 2024 it stood at 58% (Energy Ombudsman, 2025).
What powers does Ofgem have to fine energy suppliers?
Ofgem can impose fines of up to 10% of a supplier's annual turnover for licence condition breaches (Ofgem, 2025). Penalties for violations of energy market rules (REMIT) are unlimited. Ofgem can also require suppliers to pay redress to an industry fund distributed to vulnerable consumers.
How do consumers escalate a complaint to the Energy Ombudsman?
A consumer can refer a complaint to the Energy Ombudsman after the supplier has held the dispute for eight weeks without resolution, or sooner if the supplier issues a deadlock letter (DESNZ, 2025).
Are energy supplier complaint rates improving?
Ofgem's Q4 2025 data shows a 15% fall in the market-wide complaint rate compared with Q4 2024, and the Energy Ombudsman's annual case count has dropped 35% from the 2023 peak (Ofgem, 2025; Energy Ombudsman, 2025). However, Q4 2025 Ombudsman acceptances were 12% above Q4 2024, and medium-sized suppliers saw a 38% year-on-year rise in their complaint rate, suggesting the overall trend remains fragile (Ofgem, 2025; Energy Ombudsman, 2025).
Sources
- Energy Ombudsman - Annual Data 2025 (energyombudsman.org)
- Energy Ombudsman - Consumer Complaints Fall in First Half of 2025 (energyombudsman.org)
- Energy Ombudsman - 24% Drop in Complaints (2024 annual data) (energyombudsman.org)
- Citizens Advice - Fourteen Million Households Below Average Customer Service (Q4 2025 Star Rating) (citizensadvice.org.uk)
- Citizens Advice - Historic Star Rating Data (citizensadvice.org.uk)
- Ofgem - OVO to Pay over £2.7 Million Redress for Warm Home Discount Failures (January 2026) (ofgem.gov.uk)
- Ofgem - OVO to Pay £2.37 Million for Customer Complaint Failures (September 2024) (ofgem.gov.uk)
- Ofgem - Good Energy and OVO Energy to Pay £4 Million for Overcharging (ofgem.gov.uk)
- Ofgem - Maxen Power Supply Limited Enforcement Investigation (March 2026) (ofgem.gov.uk)
- Ofgem Data Portal - Complaints Received per 100,000 Customer Accounts (GB) (ofgem.gov.uk)
- Ofgem - Energy Consumer Satisfaction Survey: January 2025 (ofgem.gov.uk)
- Ofgem - Enforcement Action Leads to £150m Funding for Vulnerable Energy Consumers (ofgem.gov.uk)