Energy Guides

Energy Ombudsman

Article updated: Tuesday 26 May, 2009

If you’re having problems with your energy supplier that cannot be solved directly with your provider, the Energy Ombudsman (www.energy-ombudsman.org.uk) - an independent body that resolves disputes between customers and their energy companies - might be able to help.

The Energy Ombudsman can deal with complaints about bills for your gas and electricity services, complaints about a supplier’s sales activity or about problems when changing your energy provider.

You can only refer your complaint to the Ombudsman if you have tried to resolve it with your energy provider but have received a “deadlock letter” or eight weeks have passed since you first made your complaint to your provider.

Then, if the Ombudsman decides to make an award, and you accept it, your supplier has to abide by the decision. The Ombudsman can ask your supplier to provide any or all of the following:

• A service or some practical action that will benefit you
• An apology or explanation
• A financial award up to £5,000

All of the UK’s major energy providers are members of the Ombudsman, which means that they have to oblige by any decision that it makes regarding your complaint.