Complain to the energy ombudsman

You can complain to the energy ombudsman if you’ve already complained to your energy company and either:

• you’re not happy with their decision

• you’ve not been given a decision within 8 weeks

The energy ombudsman is independent and can:

• get the supplier to look at your complaint again

• decide that the supplier made the right decision

• force the supplier to give you a response to your complaint

In some instances, they might tell your supplier to give you financial compensation.

When you can complain

You must complain to the ombudsman within 12 months of your supplier telling you their decision. If your supplier hasn't given you a decision you might have longer than 12 months, but it's still worth complaining as soon as you can. 

How to complain

You can register your complaint to the energy ombudsman:

• on their website

• on the phone

• in a letter you post to them

Find out more about registering your complaint with the energy ombudsman on their website.

If you need to communicate in a different way, for example using braille or a different language, you can check accessibility options on the Energy Ombudsman website.

Further help

The Citizens Advice consumer service can give you advice about:

• making a complaint to the energy ombudsman

• taking the complaint further if you disagree with the ombudsman’s decision

If you accept the ombudsman's decision, they'll close the complaint and you won't be able to change the decision.

Check how to contact the Citizens Advice consumer service.

You can also contact the ombudsman if you need more information. Find contact details on the ombudsman website.