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.