Can I go to the Energy Ombudsman yet?

If your energy supplier has not fixed your problem, you might be wondering whether you can go straight to the Energy Ombudsman.

In most cases, you need to complain to your supplier first and give them a chance to put things right.

The simple rule is:

• you can usually go to the Energy Ombudsman if your supplier has sent you a deadlock letter, or
• 8 weeks have passed since you first complained and the issue is still not resolved

The Ombudsman route is there for unresolved complaints. It is not usually the first step when a problem has only just started.

What should I do first?

Start by making sure your supplier knows you are making a complaint.

This does not need to be aggressive or complicated. You can simply say:

“I am making a formal complaint because this issue has not been resolved.”

Then explain:

• what went wrong
• when it started
• what you have already done
• what you want the supplier to do next

If you have not complained yet

If you have only reported the issue casually, it may be too early for the Ombudsman.

Your next step is usually to make the complaint clear and keep a record of it.

Helpful next steps:

• save the date you complained
• keep copies of emails, chats, letters, or screenshots
• write down phone call dates and reference numbers
• say clearly what outcome you want

If 8 weeks have passed

If 8 weeks have passed since your complaint and the supplier still has not resolved it, you may be able to take it to the Energy Ombudsman.

Before doing that, make sure you can explain:

• when you first complained
• what the supplier has said
• whether they gave a clear plan
• whether any promised action was missed
• what evidence you have

If you have a deadlock letter

A deadlock letter means your supplier says it cannot do anything more to resolve the complaint.

If you receive one, you do not usually need to wait for the full 8 weeks before going to the Ombudsman.

Keep the deadlock letter safe. You may need it when raising the dispute.

Quick check

You may be ready for the Energy Ombudsman if:

• you have already complained to your supplier
• the issue is still unresolved
• 8 weeks have passed, or you have a deadlock letter
• you can show what happened and what response you received

If not, your best next step is usually to organise your timeline and draft a clear complaint first.