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Energy Ombudsman process in the UK
The Ombudsman stage works best when you arrive with a clean supplier complaint trail and a tight evidence pack. It is not a substitute for doing the first diagnostic work yourself; it is the next review step once the supplier has had a fair chance to fix the issue.
What the Ombudsman is looking at
The Ombudsman will look at the dispute, the supplier’s handling of it and the evidence from both sides. Clean chronology matters. So does clarity about what remedy you are seeking.
- What happened?
- What evidence supports your position?
- What did the supplier say or fail to do?
- What correction or remedy is proportionate?
Related guides
What strengthens your case
- Bill PDFs and reading photos.
- A simple timeline.
- The complaint emails and responses.
- Your own short calculation or explanation if the dispute is numerical.
The Ombudsman is easier to use well when you arrive with a case file that already makes sense without long explanation.
Official and reference sources
Frequently asked questions
Can I go to the Ombudsman immediately?
Usually no. You should normally use the supplier complaint process first.
Does the Ombudsman only deal with billing maths?
No. It can also look at complaint handling and related supplier conduct.
Should I send every single document I have?
Send what is relevant and organised. A clean file is better than a chaotic dump.