Complaining about your energy supplier: deadlines and the Ombudsman

Wrong gas or electricity bill, a payment not credited, a refund dragging on? Anyone living in the UK has a free route to a resolution — first a complaint to the supplier, then the independent Energy Ombudsman. Here is how it works, with the deadlines.

How do you start a complaint about your energy supplier?

Start with the supplier itself. Find the complaints procedure on its website, or ask for the complaints team. Say exactly what you want fixed and attach evidence — meter-reading photos, statements, earlier correspondence. Citizens Advice has a template complaint letter you can use. Note the complaint reference number and date — you will need them if the case goes to the Ombudsman. Most disputes are settled at this stage. Outcomes here include compensation, an apology, a refund, a repair or an affordable payment plan.

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What is a deadlock letter, and when can you go to the Ombudsman?

The supplier has eight weeks to fix the problem you reported. If it isn't resolved in that time, you can't agree on a fix, or you receive a deadlock letter — a notice that the company believes there is nothing more it can do — you can take the dispute to the Energy Ombudsman. After a deadlock letter you must escalate within 12 months. The Ombudsman is not the regulator: it is independent and separate from Ofgem.

How much does the Energy Ombudsman cost?

For consumers the service is free. The Ombudsman reviews the case and, according to Ofgem, tells you its decision within about six weeks. If you accept the decision it becomes legally binding on the supplier, which must carry it out within 28 days — applying a credit, closing an account, setting the correct tariff, apologising or paying compensation. You are free to reject the decision and pursue the matter elsewhere; it is not binding on you. The most common payment is small — around £50, a Time & Trouble Award — but the exact amount depends on the complexity of the dispute.

Where can you get free help?

The Citizens Advice consumer helpline for England and Wales is 0808 223 1133; in Scotland, Advice.scot offers free help on 0808 196 8660. For vulnerable customers, or anyone at risk of disconnection, Citizens Advice can refer the case to the Extra Help Unit. You can reach the Energy Ombudsman directly on 0330 440 1624 or at enquiry@energyombudsman.org. If your complaint is tied to struggling with payments, Citizens Advice has a separate guide to grants and benefits for energy bills.