Energy Ombudsman
A free, impartial service for energy disputes. If your energy supplier has not put a problem right, you can ask the Energy Ombudsman to look at it. It can tell the supplier to take practical action, such as crediting your account, to apologise, or to pay you money. It cannot fine the supplier.
Good to know
Complain to your supplier first. It has 8 weeks to put things right, unless it sends you a deadlock letter sooner. After 8 weeks, or with a deadlock letter, you can register your dispute for free, online, by phone, email or post. After a deadlock letter you must bring your dispute within 12 months. If you ask a court to look at the same issue, the Ombudsman will not take it. It does not recommend cancelling a direct debit or refusing to pay bills while your dispute is looked at. Calls to 03 numbers cost the same as, or less than, calls to 01 and 02 numbers.
Before you call
Have ready
- proof you complained to your supplier first, such as emails or letters, or notes of calls with the date, time and name of the person
- your deadlock letter, if you have one, or the date you first complained, to show 8 weeks have passed
- meter readings, bills and bank statements that show the problem
They may ask
- for your evidence within 14 days if the supplier does not make an early offer you accept
They can
- tell your supplier to credit your account, cancel an account, change your tariff, apologise or pay you money
- help you fill in the forms if you cannot or are not confident doing it yourself
- arrange interpreters and a British Sign Language service for phone calls
They cannot
- take a dispute if you have not given the supplier 8 weeks or been sent a deadlock letter, if you asked a court to look at it, or if you left it over 12 months after a deadlock letter
- fine or punish a supplier
- help you build your case: it is impartial and does not help either side
Most disputes are decided within 6 weeks of the Ombudsman having evidence from both sides, and complex cases can take longer. If you accept the decision, the supplier has 28 days to carry it out. You can say no to the decision and go to court.
In the emergency guides: I got a shutoff notice →
- Phone
- 0330 440 1624
- Website
- https://www.energyombudsman.org
- Hours
- Phone lines: Monday to Friday, 8am to 6pm. Closed on weekends and bank holidays.
- Coverage
- Great Britain
- Languages
- English
- Last checked
- October 10, 2026
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