Complaining about your energy supplier and the Energy Ombudsman

A mistake on your gas bill, a drawn-out meter transfer, or a dispute over compensation — and your energy supplier is in no hurry to put it right. In the UK there is a free way to push it to a conclusion: the Energy Ombudsman, an independent referee for disputes between customers and suppliers. We check the process against the Ombudsman's site and the regulator Ofgem.

Where do you start?

You complain to your energy supplier first and explain exactly what you want them to do. This is a required first step: without it, the Ombudsman will not take the dispute.

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When can you go to the Ombudsman?

You can take the case to the Energy Ombudsman if the supplier has not resolved it within eight weeks, or if you receive a "deadlock letter" — a letter saying the supplier can do no more. Ofgem confirms the same timeframe: suppliers must try to fix the problem within eight weeks.

• You must escalate within 12 months of the deadlock letter.
• The service is free to consumers — you can apply online, by post, by email or by phone.

Is the decision binding on the supplier?

Yes, for the supplier it is. Under the Ombudsman's rules the company has 28 days to carry out the remedies; Ofgem puts it that suppliers must carry out the actions listed in the decision. You, however, do not have to accept it: a consumer is free to reject the decision and pursue the complaint another way, including through the courts.

What compensation can you expect?

The Ombudsman can order the supplier to put things right and, where needed, make a financial award. According to the Ombudsman, a typical award ranges between £50 and £100. It is not a bonus "for the trouble" but redress proportionate to the effect of the error.

Which disputes does it cover?

The Energy Ombudsman handles complaints about gas and electricity suppliers: billing errors, problems switching supplier, meter disputes and poor customer service. To speed things up, keep a record from the start — note the dates of calls and save letters and reference numbers. Free advice on energy disputes in England and Wales comes from Citizens Advice. Ofgem stresses that the first step is always to go to the supplier itself, with the Ombudsman stepping in only once the normal route is exhausted.

What to remember

The route is simple: the supplier first, then — on deadlock or after eight weeks — the free Energy Ombudsman, and no later than 12 months after the deadlock letter. The decision binds the supplier to act, but the last word is yours.