Ombudsman Services: Energy
Ombudsman Services: Energy provides a crucial service for resolving disputes between energy consumers and suppliers in the UK. This service is available for unresolved complaints, offering independent investigations and binding decisions for suppliers. Common reasons for calling include seeking resolution for complaints that have not been addressed by energy suppliers after eight weeks or upon receiving a deadlock letter. The service operates Monday to Friday from 08:00 to 18:00 and on Saturdays from 09:00 to 13:00. Callers may experience long wait times during peak periods, such as energy crises. It is advisable to call during off-peak hours for a quicker response.
Updated 4 Nov 2025
Expected outcomes
- Resolve energy complaints
- Receive binding decisions
- Submit complaint evidence
- Get investigation updates
- Understand complaint process
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account details
- Supplier name
- Complaint description
- Deadlock letter
- Proof of 8 weeks elapsed
- Correspondence evidence
Known issues
Callers occasionally experience long wait times, especially during peak complaint periods or energy crises. To mitigate this, try calling during off-peak hours or utilize online forms for quicker service. Additionally, some users find the escalation process complex, particularly regarding evidence submission. It is recommended to follow the guidance provided on the Ombudsman Services website and ensure all required documents are prepared and submitted accurately. This preparation can help streamline the process and reduce potential frustrations.
