Mother handed £350 ‘goodwill’ payment after being left without heating for 3 days (Image: Getty)
The Energy Ombudsman has helped resolve more than one million consumer energy complaints, reaching a major milestone as it celebrates 20 years of service. The one millionth case involved Eva from London, who was left without electricity and gas heating for three days in December 2025 after her supplier disconnected her supply due to safety concerns during a smart meter installation.
Despite undergoing cancer treatment and caring for young children, Eva’s supplier didn’t do enough to support her, and she was forced to arrange and pay for repairs herself. Following an investigation, the Energy Ombudsman required the supplier to reimburse £240 for the emergency call-out fees paid by Eva, apply a £350 goodwill credit to her account and provide a formal written apology.
The Energy Ombudsman stepped in to help Eva when she was cut off from her supplier in winter (Image: Getty)
However, they ruled that some of the costs paid for the electrician were Eva’s responsibility.
Eva said: “It was incredibly stressful being left without gas or electricity for days in the middle of winter, especially when no one stepped in to help. Energy Ombudsman made a huge difference. They stepped in quickly, kept me informed throughout, and made sure things were put right.
“Situations like these really show just how important it is to have someone truly independent to support you when things go wrong, and I’d encourage anyone in a similar situation to contact Energy Ombudsman.”
The Energy Ombudsman launched as a voluntary organisation in 2006 and was appointed by Ofgem in 2008. It provides free, independent support to people with unresolved energy complaints.
The organisation handled just 2,312 billing complaints in its first year, rising to a record 123,000 cases in 2023. The rise reflects both rising pressures in the market and increasing awareness of the service, as well as people being better informed of their rights.
Ed Dodman, chief ombudsman at Energy Ombudsman, said: “When people come to us, it’s often because they’ve reached a deadlock and don’t know where else to turn.
“Being able to step in to resolve disputes and build trust, delivering the best outcome for everyone, is what really defines the value of independent dispute resolution and the services of an Ombudsman.”
He added: “Over the past 20 years, complaints have become far more complex. Consumers are better informed and more confident in challenging poor service, and they expect higher standards as a result and, as a sector, we should hold ourselves to that standard.”
With prices rising again, Mr Dodman noted that more people may need support. He said: “It’s important they know there is a free, independent and impartial service available if things go wrong.”
The Energy Ombudsman provides free, independent support to people with unresolved energy complaints. (Image: Getty)
Reforms announced on June 17 by the Department for Energy Security and Net Zero (DESNZ) will improve access to the Energy Ombudsman.
This includes reducing the complaint escalation timeframe from the current eight weeks to six weeks and compensation for consumers when remedies are not implemented on time.
Martin McCluskey, Minister for Energy Consumers, said: “The Energy Ombudsman provides a key service, and we are making it even stronger, introducing new measures so households can get fairer, faster compensation in the energy market.”
Gillian Cooper, director of energy at Citizens Advice, said: “We value our collaboration with Energy Ombudsman, and the opportunity to deliver on our shared vision for better consumer outcomes.
“It plays an important role in addressing consumer complaints and supporting confidence in the sector. We look forward to continuing to work together in creating a fairer energy system for all.”
How to raise a complaint to the Energy Ombudsman
Before you contact the Energy Ombudsman, you’ll need to make a complaint to your energy company following their complaints process. You should be able to complain to them via email, post or over the phone.
You can usually find their contact details and complaint processes on their website, on your energy bills, or in their Terms and Conditions.
If you raise the dispute to the Ombudsman, they’ll ask you about the dates of your complaint. Try and gather the following information beforehand:
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If you complain by phone, ask for a reference number and write down the date and time of the call, along with the name of the person you spoke to.
If you complain by email, keep copies of all the emails you send and receive about the complaint.
If you complain by post, ask the Post Office for proof that you sent the letter and the date it was sent.
Citizens Advice provides templates to help you write a complaint letter or email to your energy company.
Once you’ve raised a complaint with your energy company, they have eight weeks to resolve it. If you receive a “final decision” or “deadlock” letter, or eight weeks have passed, and your complaint hasn’t been resolved, then you can register your dispute with the Energy Ombudsman for free via the website, post, email or telephone.
In some cases, your energy company may acknowledge fault and try to resolve your dispute before the Ombudsman needs to start its investigation. This is called Facilitated Complaints Resolution, and if it’s offered, you’re welcome to accept.
If you don’t receive an offer or you receive one and don’t wish to accept it, you’ll have up to 14 days to get all your supporting information. The Ombudsman will then review your dispute before making a fair and impartial decision.
When you accept the Ombudsman’s decision, your energy company is required to implement any proposed remedies within 28 days.
If these remain outstanding after 28 days, the Ombudsman will contact them to understand why and will keep you informed until it has been completed.
For more information on Energy Ombudsman, visit www.energyombudsman.org