How to escalate to the Energy Ombudsman
Wrong bills, phantom meter readings, direct debits that triple overnight - and a supplier that stops replying. The Energy Ombudsman exists for exactly this: a free, independent service whose decisions bind your supplier. Here’s when you can use it and how.
Last reviewed: by NoReply Editorial
First: Ofgem won’t handle your complaint
The most common dead end. Ofgem regulates the industry and can fine companies for systemic failures, but it doesn’t resolve individual disputes. Your route is the Energy Ombudsman - a free, independent service whose decisions are binding on the company. You can still report the company to Ofgem to flag a pattern; just don’t wait for them to fix your case.
How to escalate, step by step
- 1
Complain to your supplier in writing
Email or letter, not just a phone call. Include your account number, what went wrong, dates, and the outcome you want. This starts the statutory 8-week clock and creates the paper trail the ombudsman will read.
- 2
Keep evidence while you wait
Bills, meter photos, screenshots of the app, notes from calls (date, time, name). Suppliers resolve most complaints in this window - but if they don’t, evidence decides cases.
- 3
Get a deadlock letter, or wait out the 8 weeks
If the supplier says it can’t do more, ask for a deadlock letter - it unlocks the ombudsman immediately. Otherwise you qualify automatically once 8 weeks pass without resolution.
- 4
Submit your case to the Energy Ombudsman
Free, online, and you don’t need a lawyer. Attach your complaint, the supplier’s responses, and your evidence. Most cases get a decision within 6-8 weeks.
- 5
Accept or reject the decision
If you accept, the supplier MUST comply - refunds, compensation up to £10,000, apologies, or fixing the underlying problem. If you reject it, you keep your right to go to court.
When you can escalate
8 weeks
after complaining, or sooner with a deadlock letter
Maximum award
£10,000
binding on the company, free for you
Official scheme: Ombudsman Services: Energy
Common questions
Who resolves an energy complaint if the supplier won’t?
The Energy Ombudsman. Ofgem regulates the market and can fine suppliers for systemic failures, but it does not settle individual disputes, so a report to Ofgem will not get your bill fixed. Complain to your supplier first, then escalate to the Energy Ombudsman after 8 weeks or as soon as you have a deadlock letter.
Do I have to wait 8 weeks before I can escalate?
Usually yes. The supplier gets 8 weeks from your written complaint to put things right. The one shortcut is a deadlock letter: if the supplier confirms in writing that it has gone as far as it will go, you can escalate straight away.
Is the Energy Ombudsman really free?
Yes, completely free for consumers. Suppliers fund the scheme and are required to be members. If anyone charges you to 'handle your ombudsman claim', walk away: you don’t need them.
What is a deadlock letter?
A letter from your supplier confirming it can’t resolve your complaint. It’s your fast-pass: with one, you can go to the Energy Ombudsman immediately instead of waiting the full 8 weeks. Ask for one explicitly if the conversation has stalled.
How much compensation can the Energy Ombudsman award?
Up to £10,000, including refunds for overcharging, compensation for poor service, and orders to fix the underlying issue. Decisions are binding on the supplier if you accept them.
How long does an Energy Ombudsman case take?
Most cases are decided within 6-8 weeks of submission. Complex back-billing disputes can take longer, but you’ll get updates as it progresses.
What can the Energy Ombudsman not deal with?
It looks at how your supplier treated you: billing, meters, switching, sales and service failures. It cannot set energy prices, overturn government policy, or rule on a complaint you have not put to your supplier first.
Skip the blank page
NoReply drafts the formal complaint that starts the 8 weeks clock - citing the right law, addressed to the right team.