About the energy ombudsman
If you have an unresolved complaint about a gas or electricity company, the energy ombudsman can help. We are approved by the energy regulator Ofgem to independently handle disputes between energy companies and their customers, which includes domestic customers and micro businesses. Our service is free to consumers and simple to use.
Raising an energy complaint
Before using the energy ombudsman you must first raise a complaint with the energy company and give it an opportunity to resolve the issue. Read our complaint escalation advice. If your complaint isn’t resolved in eight weeks or you receive a deadlock letter please contact us.
Handling your energy complaint
When you contact the energy ombudsman we will assess whether your complaint is something we can help with (within our terms of reference) and advise you of the next steps. We are independent and will handle your complaint fairly, considering the information that both you and the company provide. If the energy company has done something wrong we can require it to put things right. Find out more about our resolutions.
If you would like to register an energy complaint with us you can complete our energy complaint form anytime, or speak to an enquiry officer Monday to Friday, 8am until 8pm, Saturday 9am until 1pm.
Energy ombudsman fact sheet
We’ve created a quick guide to our energy ombudsman service which you can download here: