The Energy Ombudsman is a free, independent service that settles complaints between you and your supplier. You can use it after 8 weeks, or straight away if your supplier sends a deadlock letter.
Checked 7 October 2026Written by the MyBillChecker team
Yes, if you complained more than 8 weeks ago and it isn't resolved.
Yes, if your supplier has sent a deadlock letter (its final position).
Not yet, if you haven't complained to your supplier first.
Too late, if more than 12 months have passed since the deadlock letter.
What the Ombudsman can do
It can tell your supplier to apologise, explain, put things right and pay you a financial award. If you accept its decision, your supplier must follow it. If you don't, you can still go to court.
What you'll need
Your account number and supplier
Your complaint, with the date you made it
Bills, meter photos and any letters or emails
The deadlock letter, if you have one
Frequently asked questions
Does it cost anything?
No. It's free for customers.
What's a deadlock letter?
A letter or email saying your supplier can't do any more. Ask for one in writing if they refuse to help.
