Guides › Energy and Water Bills › What Is the Energy Ombudsman?
What Is the Energy Ombudsman?
The Energy Ombudsman is a free, impartial service for energy complaints your supplier has not sorted out. You can use it once 8 weeks have passed since you complained, or sooner if your supplier sends a deadlock letter.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
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 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
Steps to Take
Step 1 of 4
Complain to your supplier in writing and keep a copy.
Step 2 of 4
Note the date you complained.
Step 3 of 4
Wait 8 weeks, or until you get a deadlock letter.
Step 4 of 4
Take your complaint to the Energy Ombudsman with your evidence.
(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.
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