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Complain to your energy supplier or network operator first. If the issue remains unresolved after eight weeks, you can generally take it to the Energy Ombudsman; if the company sends a deadlock or final decision letter, you may be able to escalate sooner. The Ombudsman’s service is free, but check that your dispute is eligible and follow the deadline in your letter.
1. Complain to the company responsible
Start with the supplier or network operator responsible for the problem. Use its published complaints procedure and ask for the complaints team if it has one. Ofgem says you can complain by phone, email or through the company’s website: Ofgem’s guide to complaining about an energy supplier or network operator.
If you are unsure which company is responsible, describe the issue and ask the company you contact to direct you to the right complaints route. Keep a note of who you spoke to and when.
2. Explain the problem and the remedy you want
Be specific: describe what happened, when it happened and what you want the company to do. A requested remedy might be correcting a bill, refunding an overpayment, fixing a problem or setting up an affordable payment plan. These are examples, not guaranteed outcomes. Citizens Advice has guidance on contacting your energy supplier about a problem and a complaint letter template.
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Keep evidence and dates together
- Save relevant bills, statements, emails and letters.
- For a meter-related issue, record readings and keep photographs where useful.
- Keep copies of what you send and note the date you first made the complaint. That date helps establish when the eight-week escalation point arrives.
3. Decide when to escalate
The usual route is to wait until eight weeks have passed since you first complained if the company has not resolved the issue. You may be able to refer it earlier if the company sends a deadlock or final decision letter allowing escalation. A deadlock letter means the company considers that it cannot resolve the complaint, or has no more to offer. Read the letter and follow its instructions.
| Route | When it applies | What to do |
|---|---|---|
| Eight-week route | The complaint remains unresolved after eight weeks from your first contact. | Check the Ombudsman’s current eligibility guidance, then submit the dispute. |
| Earlier referral | The company issues a deadlock or final decision letter that permits referral before eight weeks. | Use the letter’s instructions and check any deadline stated in it. |
The Energy Ombudsman explains its dispute resolution process and provides information about disputes with energy suppliers.
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4. Check that the dispute is within the Ombudsman’s scope
The Energy Ombudsman lists common disputes involving bills, smart meters and Feed-in Tariffs, customer service, switching, sales and the supply of energy to a home. It does not handle disputes about a company’s commercial decision on whether to provide a product or service, or disputes about liquid petroleum gas. Not every energy-related disagreement is eligible, so check the Ombudsman’s current guidance if your case is unusual.
5. Submit the dispute and supporting documents
The Ombudsman says its website is the fastest way to escalate a dispute. Its guidance, published 15 July 2025, states: “Creating a case using our website is the fastest way to escalate your dispute to us for investigation.” Check the current online instructions for raising a dispute for submission steps and other available channels.
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Have the supplier’s name, account holder’s name, account number and the date of your original complaint ready; the Ombudsman says these details can help speed up case creation. Provide a clear account of the problem and attach relevant records, such as bills, meter readings, photographs and your correspondence. The Ombudsman says some disputes may be handled outside its online platform.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.6. Understand the decision and its deadline
Ofgem says a company must carry out the actions specified in the Ombudsman’s decision. Depending on the case, that could mean putting the problem right, explaining what happened or paying compensation; compensation is not guaranteed. Citizens Advice says to escalate within 12 months of the supplier’s decision letter and notes that accepting the Ombudsman’s decision closes the complaint. Check the wording and terms in your own letter and the current guidance before deciding what to do.
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Ofgem is the energy regulator, not the investigator of your Ombudsman case. It says it is independent from the Energy Ombudsman and cannot intervene in the Ombudsman’s investigations or decisions. See Ofgem’s overview of energy complaints for its role and complaint guidance.
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