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How does the Energy Ombudsman investigate an energy complaint?
The Ombudsman looks at the complaint, supplier response, evidence and requested outcome. Your job is to make the case easy to follow.
Best next steps
Evidence by dispute type
| Dispute | Evidence to include |
|---|---|
| Wrong reading | Meter photos, serial number, bill reading and reading dates. |
| Direct debit | Forecast, balance, debt recovery, credit buffer and supplier calculation. |
| Back billing | Supply period, old charges, reading history and supplier explanation. |
| Smart meter issue | Smart status, estimated bills, register mapping and tariff windows. |
Make the case easy to investigate
One issue per section
Do not bury the real point in a long story.
Timeline first
Dates help the investigator understand what happened.
Screenshots plus PDFs
Use screenshots for clarity but keep the full PDFs.
Requested outcome
Say exactly what you want corrected.
Frequently asked questions
Does the Ombudsman redo every calculation from scratch?
The case is based on evidence and the supplier response. Make the calculation issue clear and supported.
Should I include phone call notes?
Yes, but written messages and bill documents usually carry more weight.