Check a billEnergy Ombudsman Process in the UK
This is the hub for Ombudsman timing, investigation, decisions, finality, scope and remedies. Start here if your supplier complaint is unresolved or you have a deadlock/final-position letter.
Ombudsman cluster
The short answer
You normally complain to your supplier first. If it is unresolved after the complaint period or you receive a deadlock/final-position letter, the Ombudsman can review eligible disputes. The strongest cases are narrow, evidence-led and clear about the remedy requested.
Choose your Ombudsman question
Common Ombudsman paths
| User problem | Start with | Then use |
|---|---|---|
| Supplier has not replied after complaint | Deadlock / timing check | Ombudsman timing page |
| Wrong meter reading not corrected | Wrong reading evidence | Investigation page |
| Back bill dispute unresolved | Back billing rules | Complaint template then Ombudsman |
| Decision received but unclear what next | After-decision page | Finality or disagreement page |
| Supplier accepted remedy but did not act | Remedy follow-up page | Save proof of missing action |
Frequently asked questions
When can I go to the Energy Ombudsman?
Usually after the supplier complaint period has passed or after a deadlock/final-position letter.
What does the Ombudsman need from me?
A clear issue, timeline, evidence and requested remedy.
What if I disagree with the decision?
Use the disagreement and final decision pages to separate review, rejection, finality and remedy issues.
Official sources used for this page
BillDecoded translates official process and billing information into practical checks. It is not affiliated with the Ombudsman, Ofgem, Citizens Advice, Which? or any supplier.
Energy Ombudsman process: the full timeline
The Energy Ombudsman is a free, independent service for UK households and microbusinesses. You cannot go straight to it — you complain to your supplier first, and only refer the case once the supplier has had 8 weeks or has issued a deadlock (final-position) letter. Here is the end-to-end route.
*The decision is binding on the supplier only if you accept it. If you reject it, you keep your right to other routes including court.
What the Energy Ombudsman can and cannot do
| Can do | Cannot do |
|---|---|
| ✓ Order an apology and explanation | ✕ Change Ofgem's price cap or policy |
| ✓ Require corrective billing action | ✕ Punish or fine the supplier |
| ✓ Award goodwill/financial remedy (up to £10,000) | ✕ Handle commercial pricing decisions |
| ✓ Cover gas, electricity, billing, back-billing, switching, meters | ✕ Act before the supplier complaint stage |
In the UK there is one Energy Ombudsman covering both gas and electricity — searches for the "gas ombudsman", "electricity ombudsman" or "utilities ombudsman" all point to the same service.
Energy Ombudsman: extra questions
Is the gas ombudsman different from the electricity ombudsman?
No. One UK Energy Ombudsman handles gas and electricity disputes for households and microbusinesses, so the gas, electricity and utilities ombudsman are the same body.
Does it cost anything to use the Energy Ombudsman?
No. It is free for consumers. The scheme is funded by energy suppliers, not by the people who complain.
Can the Energy Ombudsman award compensation?
Yes. It can require a financial or goodwill remedy, with a binding limit of up to £10,000, alongside corrective action and an apology.
What if my supplier ignores the decision?
If you accept the decision it is binding on the supplier, which must usually act within around 28 days. If it does not, keep proof and follow up — see our page on a supplier not implementing the remedy.
One Ombudsman, several names
Whether you call it the gas ombudsman, the electricity ombudsman, the utilities ombudsman or the energy supplier ombudsman, household gas and electricity complaints in Great Britain go to the same service. The process below applies to all of them.
Different schemes exist for water and for telecoms, so if your complaint is about one of those this is not the right route.
What the Ombudsman can and cannot look at
Checking scope first saves the most common wasted month — a case rejected because it was never eligible. This section replaces the separate scope page.
Usually in scope
- Billing errors, including wrong readings and wrong rates
- Back billing beyond the protected period
- Direct debit levels the supplier will not justify or adjust
- Credit balances the supplier will not refund
- Switching problems and transfers that went wrong
- Meter faults, meter identity errors and smart meter billing problems
- Poor complaint handling and long unexplained delays
- Sales and contract issues, including mis-selling
Usually out of scope
- Complaints you have not raised with the supplier first
- Cases still inside the supplier's complaint window with no deadlock letter
- Water and telecoms — separate schemes handle those
- Commercial disputes above the scheme's business size limits
- Matters already decided by a court
- Government policy, or the level of the price cap itself
- Complaints brought long after the events, outside time limits
If your issue is out of scope, Citizens Advice is usually the right next step.
The full route, start to finish
| Step | What you do | What to keep |
|---|---|---|
| 1. Complain to the supplier | Put it in writing, state the problem and the remedy you want. | The complaint reference and the date you raised it. |
| 2. Wait, or get a deadlock letter | Give the supplier its complaint window unless it confirms it will do no more. | Every reply, and the deadlock letter if one arrives. |
| 3. Check eligibility | Confirm your issue is in scope and the timing is right. | A one-page timeline of what happened when. |
| 4. Submit to the Ombudsman | One issue, one timeline, complete evidence, a specific remedy. | A copy of exactly what you submitted. |
| 5. Investigation | Answer questions promptly; do not add new complaints mid-case. | Every message from the investigator. |
| 6. Decision | Read it carefully before accepting or rejecting. | The decision document itself — you may need it later. |
| 7. Remedy | Check the supplier actually does what was ordered. | Proof of the corrected bill, refund or credit. |
How long each stage takes → · What happens after the decision →
Frequently asked questions
What is the energy ombudsman process in the UK?
Complain to your supplier first. If it is unresolved after the supplier's complaint window, or you receive a deadlock letter, you can refer the case to the Energy Ombudsman. It checks eligibility, gathers evidence from both sides, investigates, issues a decision and then requires the supplier to carry out any remedy.
What complaints does the energy ombudsman deal with?
Billing errors, back billing, direct debit disputes, credit refunds, switching problems, meter faults and smart meter billing issues, mis-selling, and poor complaint handling. It does not handle water or telecoms, matters already before a court, or complaints you have not first raised with your supplier.
Is the gas ombudsman the same as the energy ombudsman?
Yes. Household gas and electricity complaints in Great Britain go to the same energy scheme, whether people call it the gas ombudsman, electricity ombudsman or utilities ombudsman.
Do I have to complain to my supplier first?
Yes. A case submitted before the supplier has had its opportunity to resolve the complaint will normally be rejected, and you will have to start over.
Does the Energy Ombudsman cost anything?
No. It is free for consumers to use.
Is the supplier obliged to do what the Ombudsman says?
If you accept the decision, it becomes binding on the supplier. If you reject it, neither side is bound and you keep the option of pursuing the matter elsewhere.