Check a billWhat Happens After the Energy Ombudsman Decision?
The decision is not the end of the paperwork. You need to understand acceptance, remedy implementation, review options and what to do if the supplier still does not correct the bill.
Use together
The short answer
After the Ombudsman reaches an outcome, you usually need to decide whether to accept it, ask questions or seek a review route if something material is wrong. If you accept a resolution, keep a copy of the accepted decision and track whether the supplier implements the remedy within the required timeframe.
Decision outcomes and what to do
| Outcome | What it usually means | Your next step |
|---|---|---|
| Complaint upheld or partly upheld | The supplier may need to rebill, correct a balance, refund, apologise or pay a goodwill amount. | Save the decision and track every remedy item. |
| Complaint not upheld | The Ombudsman did not find enough basis to require the supplier to act. | Check whether there is a factual error, missing evidence or outside-scope issue. |
| You disagree with the result | This is not the same as a normal “appeal”. | Read the disagreement and final decision pages before responding. |
| Supplier does not implement remedy | The problem is now implementation, not the original bill dispute. | Send a short remedy follow-up with the decision reference and deadline. |
Keep these documents
Decision PDF or email
Save the full decision, not just a screenshot.
Acceptance or rejection record
Keep the date and method of your response.
Remedy checklist
List every action the supplier must take.
Follow-up messages
If the supplier delays, keep each chase message and reply.
Frequently asked questions
Do I have to accept the Ombudsman decision?
You should read the decision terms carefully. Your options can depend on whether the decision is proposed, accepted, final or rejected.
What if the supplier only completes part of the remedy?
Treat it as a remedy implementation issue. List what has and has not been completed and send a focused follow-up.
Can I still complain about a new issue?
A new billing issue may need a new supplier complaint first. Do not mix a fresh issue into an old decision unless it relates directly to the remedy.
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.
After the decision: your two choices
Once the Energy Ombudsman issues a final decision you decide whether to accept or reject it. That single choice controls everything that happens next.
Accept the decision
It becomes binding on your supplier, which must put the remedy in place — usually within about 28 days.
Reject the decision
Nothing is imposed. You keep your legal rights, including the option to pursue the matter through court.
Supplier acts on the remedy
Apology, corrected bill, account adjustment and/or a goodwill payment up to £10,000, as set out in the decision.
Types of remedy the Ombudsman can set
| Remedy | What it means |
|---|---|
| Apology & explanation | A written acknowledgement of what went wrong |
| Corrective action | Re-billing, fixing readings, updating the account |
| Financial award | A goodwill or compensation payment, up to £10,000 |
| Practical steps | Specific actions the supplier must complete by a deadline |