Complaining to the Energy Ombudsman

If you’ve had a problem with an energy company and it remains unresolved, you can take your complaint to the Energy Ombudsman.

How do I take my complaint to the Energy Ombudsman?

Before you can escalate your complaint to the Energy Ombudsman, you first need to raise your issue with the energy company you have a problem with. You then need to wait eight weeks before escalating to the Energy Ombudsman.

What guarantees do I have about the behaviour of a company in the energy sector?

There is a guaranteed service standard for all companies operating in the energy sector – this is the Quality of Service Guaranteed Standard.

It is regulated by Ofgem and covers areas of service including power supply, connection maintenance and voltage quality.

What can the industry regulator do to help?

Ofgem, (the Office of Gas and Electricity Markets) is charged with looking after the interests of the consumer. It’s Ofgem’s responsibility to help control pricing, and ensure a clear billing structure is in place for customers. But while Ofgem’s help means most energy companies offer a clear complaints procedure (often published on their own websites), it is not directly responsible for handling complaints.

What can the Energy Ombudsman do for a consumer with a complaint?

If you escalate your complaint to the Energy Ombudsman and it is upheld, then it can recommend the supplier to resolve your issue, apologise or even offer financial compensation if appropriate.

You can download the Energy Ombudsman’s own guide to its complaints resolution services here .