Check a billHow Long Does the Energy Ombudsman Take?
Separate the supplier complaint clock from the Ombudsman case clock. Most delays happen because people escalate too early, send unclear evidence or mix too many issues into one complaint.
Use together
The short answer
Your supplier normally gets up to 8 weeks to resolve the complaint unless it sends a deadlock or final-position letter earlier. After the Ombudsman accepts the case and has evidence from both sides, many disputes are resolved in about 6 weeks on average, but complex billing, smart meter and back-billing cases can take longer.
The fastest route is not a louder complaint. It is a narrow complaint, one clear timeline, a clean evidence pack and a specific remedy request.
Two timelines people mix up
| Stage | What it means | What you should do |
|---|---|---|
| Supplier complaint period | The supplier usually has up to 8 weeks to resolve the issue before Ombudsman escalation. | Keep every bill, reading, email and complaint reference in one folder. |
| Deadlock or final-position letter | The supplier says it cannot do more. This can let you escalate before 8 weeks. | Save the full letter or email and check it clearly refers to the complaint. |
| Ombudsman acceptance | The Ombudsman checks whether the case is in scope and has enough information to progress. | Submit one issue summary and the remedy you want. |
| Investigation after evidence | The Ombudsman reviews both sides and may ask follow-up questions. | Do not add unrelated complaints unless essential. |
What slows cases down
A vague complaint
The investigator has to work out what you are actually asking for.
Mixed issues
Back billing, smart meter faults and direct debit disputes can need different evidence.
Missing dates
A bill dispute without bill dates, reading dates and complaint dates is harder to follow.
No requested remedy
Ask for a corrected bill, balance correction, refund, apology or explanation, not just “sort this out”.
Prepare before you escalate
Use the checklist to create a simple evidence pack before opening or updating an Ombudsman case.
Frequently asked questions
Can I go to the Energy Ombudsman immediately?
Usually no. You normally need to complain to your supplier first and wait up to 8 weeks unless the supplier sends a deadlock or final-position letter earlier.
Does the 6-week average mean my case will finish in 6 weeks?
No. It is an average after evidence is received. Complex billing disputes, missing evidence and multiple issues can take longer.
Should I keep paying while waiting?
Ask your supplier what undisputed amount to pay and keep a written record. Do not ignore bills without asking how the disputed balance should be treated.
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 timing, stage by stage
Most people ask how long the energy, gas, electricity or utilities ombudsman takes — it is the same service, and the same rough timeline applies. Expect around 6–8 weeks for a decision once your case is accepted, though complex billing or back-billing disputes can run longer.
What speeds it up or slows it down
| Speeds it up | Slows it down |
|---|---|
| A narrow, single issue | Multiple mixed issues in one case |
| A clear timeline and dated evidence | Missing meter readings or letters |
| A specific remedy you are asking for | Vague 'sort it out' requests |
| Prompt replies to the investigator | Late or partial responses |