The Energy Ombudsman: What It Is, When To Use It, and How

The Energy Ombudsman — What It Is, When to Use It, and What to Prepare First

If you have complained to your energy supplier and the issue still has not been sorted, the Energy Ombudsman may be the next step.

It is free to use, independent, and designed to review unresolved disputes between customers and suppliers.

This guide explains what the Energy Ombudsman does, when you can use it, and what to prepare before you escalate.

What is the Energy Ombudsman?

The Energy Ombudsman is an independent dispute resolution service for problems between energy customers and their suppliers. It is approved by Ofgem and free for customers to use.

It does not work for your supplier. Its role is to review the complaint fairly, look at the evidence from both sides, and decide what should happen next.

If it upholds your complaint and you accept the decision, your supplier must follow it.

When can you go to the Energy Ombudsman?

You can usually take your case to the Energy Ombudsman when one of these applies:

• Your supplier has not resolved your formal complaint within 8 weeks, or
• Your supplier has sent you a deadlock letter saying it cannot resolve the complaint to your satisfaction.

You cannot usually go straight to the Ombudsman without complaining to your supplier first.

What can the Energy Ombudsman ask your supplier to do?

If the Ombudsman finds that your supplier has handled the issue badly, it can tell the supplier to take steps such as:

• Fixing the problem within a set timeframe
• Correcting account records or billing errors
• Making backdated payments or adjustments where appropriate
• Paying compensation or a goodwill payment
• Issuing an apology

The exact outcome depends on the facts of the case and the evidence available.

What should you do before escalating?

Before going to the Ombudsman, it helps to make sure your case is organised clearly.

Try to have:

• The date you made your formal complaint
• Any complaint reference number
• Copies of supplier replies, emails, letters, or chat messages
• A simple timeline of what happened and when
• Any supporting bills, screenshots, photos, or meter readings
• A clear summary of what outcome you want

A calm, organised timeline often makes a big difference.

What evidence helps most?

The stronger your paper trail, the easier it is to show what happened.

Useful evidence can include:

• Your formal complaint and the date it was sent
• Supplier responses and complaint reference numbers
• Engineer appointment dates and what happened at each visit
• Notes of phone calls, including dates and times where possible
• Photos of the meter, display, readings, or error messages
• Copies of bills showing estimated charges, corrections, or unusual balances
• A record of any financial impact, delays, repeated chasing, or distress caused

Your SmartMeterHelp timeline can help keep these details together before you escalate.

How to refer your complaint — step by step

1. Make a formal complaint to your supplier first
2. Keep the date you complained and any reference number
3. Wait until 8 weeks have passed, unless the supplier sends a deadlock letter sooner
4. Go to the Energy Ombudsman website and complete the referral form
5. Upload your evidence and explain the problem clearly
6. The Ombudsman will review the complaint and contact the supplier if needed
7. A decision is then made based on the evidence from both sides

How long does it take?

Timescales vary, but many cases take several weeks. More complex complaints can take longer.

The most important thing is to make sure your case is clear before you escalate. A better-organised complaint is easier to assess than a rushed one.

Before you refer the case, check these things first

1. Has your supplier already breached a rule that may mean compensation is due?

Some cases may involve automatic payments or other supplier obligations before the Ombudsman stage.

👉 Read: Smart Meter Rights 2026

2. Have you clearly recorded what happened and what you want?

If not, build that first.

👉 Draft a complaint
👉 Organise what happened

When the Ombudsman may not be the first step

Sometimes the issue is not yet ready for escalation.

For example, you may still need:

• A formal complaint date
• A clearer timeline
• A supplier response
• Better evidence of what went wrong

In those cases, it is usually better to strengthen the complaint first rather than rushing straight to the Ombudsman.

Simple summary

The Energy Ombudsman is there for cases your supplier has not resolved properly.

But the strongest referrals are usually the clearest ones:

• you complained formally
• you kept the dates
• you saved the evidence
• you can explain what happened and what outcome you want

If your supplier still has not fixed the issue, the Ombudsman may be the right next step.

Smart Meter Help UK is independent and not affiliated with any supplier or the Energy Ombudsman. This guide is for general information only and is not legal advice.