Energy Complaint Going Nowhere? The Ombudsman Route (UK)

The two keys, and the clock

The Energy Ombudsman counts the eight weeks from the date you first expressed your dissatisfaction to the supplier — not from when the problem started. Ofgem says suppliers set out on their websites how to complain, for example by phone, email or online, and suggests noting the date you first contacted them. That date is the one to keep.

Ask for deadlock rather than waiting by default

If the supplier has clearly reached its position and nothing is moving, asking for a deadlock letter can save you most of the eight weeks. Suppliers do not always volunteer it, and there is no penalty for asking.

What the Ombudsman can and cannot do

It can require the supplier to take practical action — such as crediting or cancelling an account or changing a tariff — make an apology, or pay a financial award. The Ombudsman says the most common award is around £50, and awards for domestic disputes go up to £10,000. It is not a court and it will not deal with a matter already in litigation. If you accept its decision, the supplier has to put it in place within 28 days.

Vulnerability changes how this should be handled

If someone in the household depends on electricity for medical equipment, is of pension age, has a disability or a young child, say so in the complaint and ask about the Priority Services Register. It is free, it changes the supplier's obligations, and it is directly relevant to how urgently the complaint should be treated.

Formal complaint / deadlock request

Edit this template with your facts, dates, and requested outcome before sending.

Subject: Formal complaint — account [number]

Dear [Supplier],

I am making a formal complaint about [the issue] on account [number].

[Two or three factual sentences: what happened, when, what you have already been told, and what remains unresolved.]

I am asking you to [the specific outcome you want].

Please treat this as a formal complaint and confirm the reference. If you are unable to resolve it to my satisfaction, please issue a deadlock letter so that I can refer the matter to the Energy Ombudsman.

Please respond in writing within 14 days.

Kind regards,
[Your Name]

Common mistakes to avoid

• ✕Not noting the date you first complained, which is when the eight weeks starts
• ✕Counting the eight weeks from when the problem began rather than from when you first complained
• ✕Waiting the full eight weeks when a deadlock letter was available for the asking
• ✕Missing the 12-month window after a deadlock letter, which closes the route
• ✕Not mentioning household vulnerability, which affects how the case is treated
• ✕Accepting a goodwill payment without checking it settles the complaint

Next steps

1. 1Complain to the supplier by phone, email, its website or in writing, and ask for a reference
2. 2Note the date you first complained — the eight weeks runs from there
3. 3Ask for a deadlock letter if the supplier's position is clearly fixed
4. 4Mention any household vulnerability and ask about the Priority Services Register
5. 5If unresolved at eight weeks, or on deadlock, apply to the Energy Ombudsman