What evidence do I need before going to the Energy Ombudsman?

You do not need a perfect file of evidence before going to the Energy Ombudsman.

But your case will usually be easier to explain if you can show:

• what went wrong
• when it happened
• what you asked the supplier to do
• how the supplier responded
• why the issue is still unresolved

The goal is not to overwhelm anyone. The goal is to make the problem clear.

Simple, clear evidence is usually more helpful than a long confusing file.

The most useful evidence

Start with anything that shows the problem directly.

For smart meter or billing issues, useful evidence may include:

• bills or statements
• meter readings
• photos of the meter
• screenshots from your online account or app
• emails, letters, or chat messages from your supplier
• complaint reference numbers
• notes of phone calls
• top-up receipts or PAYG screenshots
• deadlock letter, if you have one

If the issue is about estimated bills, include the bills showing estimates and any actual readings you gave.

If the issue is about a smart meter not sending readings, include meter photos, bills, and any messages where the supplier discusses the meter or readings.

Make a simple timeline

A timeline can be more useful than a long explanation.

Write down:

• when the issue started
• when you contacted the supplier
• what they said
• any promised dates or actions
• whether those dates passed
• whether the issue is still affecting you

What if I do not have much evidence?

Do not panic.

Start with what you do have. Even one bill, one meter photo, or one supplier message can help.

You can also write down what happened from memory, but be clear where something is a note rather than a document.

For example:

“On or around 12 March, I phoned the supplier and was told the smart meter readings would be checked. I do not have a call recording, but I wrote down the date.”

That is still better than having no timeline at all.

What outcome should I ask for?

Try to be specific.

Depending on the issue, you might ask the supplier to:

• check the readings used on your account
• correct estimated or inaccurate bills
• explain the account balance clearly
• fix the smart meter or arrange an engineer visit
• investigate a missing top-up
• provide a written resolution plan
• explain why the issue has not been resolved

Before you escalate

Before using the Ombudsman route, check whether your supplier has had enough time to respond.

You will usually need either:

• 8 weeks since you complained, or
• a deadlock letter from the supplier