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Energy Complaint Not Sorted After 8 Weeks
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman, which is free and impartial. If you receive a deadlock letter, you must go to the Ombudsman within 12 months of receiving it.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Energy Ombudsman
The Energy Ombudsman
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source
Time Limit After a Deadlock Letter
The Energy Ombudsman says your supplier has 8 weeks to resolve your dispute, unless you receive a deadlock letter enabling you to come sooner, and you must escalate your dispute within 12 months of receiving the letter. Its service is free to consumers. source
Billing Rules
The 12-Month Back-Billing Limit
Energy suppliers generally cannot charge you for energy used, or standing charges, more than 12 months before the new bill, unless you were already billed for that amount. This covers households and microbusinesses. source
When the Limit Applies
The 12-month limit also applies if you asked for an accurate bill and did not get one, you were not told about the charges through a statement of account, or your Direct Debit was set too low to cover what you used. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksEnergy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
- 12 monthsGo to the Energy Ombudsman after a deadlock letterWithin 12 months of receiving the letter
Steps to Take
Step 1 of 4
Make sure you complained to your supplier in writing, and note the date.
Step 2 of 4
If 8 weeks have passed, or you have a deadlock letter, go to the Energy Ombudsman. Our free letter templates can write it for you.
Step 3 of 4
If you have a deadlock letter, do not wait: you have 12 months from receiving it.
Step 4 of 4
Include your account number, the complaint dates and copies of letters and bills.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Energy Supplier's Complaints Team
Always start here, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
A deadlock letter is the supplier's final answer. It lets you go to the Ombudsman before 8 weeks are up.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026
- energyombudsman.org/faqs Checked 12 October 2026