The Energy Ombudsman — What It Is and When to Use It
If you’ve complained to your energy supplier and got nowhere, the Energy Ombudsman is your next step. It’s free, independent, and suppliers are legally obliged to comply with its decisions.
Here’s exactly what it is, when you can use it, and how.
What is the Energy Ombudsman?
The Energy Ombudsman is an independent organisation that resolves disputes between energy customers and their suppliers. It’s approved by Ofgem and completely free to use.
Importantly — it’s not on the supplier’s side. It investigates complaints independently and can order suppliers to take action, make payments and issue apologies.
When can you use it?
You can refer your case to the Energy Ombudsman when either of these apply:
- Your supplier has not resolved your complaint within 8 weeks of you making it formally, or
- Your supplier has issued a deadlock letter — meaning they’ve stated they can’t resolve the complaint to your satisfaction
You cannot go straight to the Ombudsman without complaining to your supplier first.
What can the Ombudsman order?
If they find in your favour, the Ombudsman can order your supplier to:
- Fix the problem within a specific timeframe
- Pay you compensation
- Make backdated payments you’re owed
- Issue a formal apology
- Update your account records
Suppliers must comply. This isn’t optional.
How to make a referral — step by step
- Make sure you’ve complained formally to your supplier first — in writing, with a reference number
- Wait 8 weeks from your formal complaint date — or get a deadlock letter
- Go to energyombudsman.org
- Complete their online form — it takes around 20 minutes
- Upload any evidence — emails, letters, screenshots, tracker records
- The Ombudsman contacts your supplier and investigates
- They issue a decision — usually within 6 to 12 weeks
What evidence helps your case?
The stronger your paper trail, the stronger your case:
- Copy of your formal complaint letter and the date sent ✅
- Any supplier responses received ✅
- Record of engineer visits and outcomes ✅
- Dates of every phone call and reference numbers ✅
- Financial impact — estimated £ lost ✅
- Tracker record from smartmeterhelp.co.uk ✅
The Problem Tracker is designed specifically to build this evidence pack automatically.
Before you go to the Ombudsman
First check whether your supplier has already breached your Guaranteed Standards and owes you £40 automatic compensation — Your New Smart Meter Rights 2026
Make sure you’ve sent a formal complaint letter that references the right regulations. A strong complaint letter often resolves the issue before it reaches the Ombudsman — because suppliers know a well-referenced complaint is likely to go against them if escalated.
👉 Generate your complaint letter here 👉 Log your problem in the tracker
How Long Does It Take?
Most cases resolve within 6 to 12 weeks. It’s completely free. If the decision goes in your favour your supplier has 28 days to comply.
Smart Meter Help UK is independent and not affiliated with any energy supplier or the Energy Ombudsman. This guide is for information only and does not constitute legal advice.