Energy Ombudsman: Who Qualifies and What You Get
If your energy company hasn't resolved your complaint, learn how this free service provides an independent investigation and a binding resolution.
The Energy Ombudsman is an independent service that investigates disputes between customers and their energy suppliers to find a fair solution.
Who it's for
This service is specifically designed for customers who have an unresolved energy complaint. If you have a disagreement with your energy provider that you have already attempted to solve through their internal processes but have reached a standstill, you may qualify to use this service.
What you get
When you use this service, you receive an independent investigation into your dispute. The goal is to provide a fair outcome without you having to take legal action yourself. If the investigation finds that the energy company has acted incorrectly, the Ombudsman can issue a binding resolution. This means the energy supplier is legally required to follow the decision made by the investigator to resolve your complaint.
What it costs you
Using this service is entirely free of charge. There are no fees for the consumer to access the investigation or to seek a resolution through this formal channel.
The catch to know
You cannot go to the Ombudsman immediately after a disagreement starts. There is a specific process you must follow first. You must either wait for a set period of time to pass (often referred to as a waiting period) or you must receive a "deadlock" letter from your energy supplier. A deadlock letter is a formal document issued by the company stating that they have reached the end of their internal complaints procedure and cannot resolve the issue further.
How to apply
- First, contact your energy supplier directly to lodge a formal complaint and attempt to resolve the issue through their internal system.
- Continue to communicate with your provider to see if a solution can be reached.
- If the issue remains unresolved after the required waiting period, or if you receive a formal deadlock letter from the supplier, you can then take the matter to the Ombudsman.
- Follow the instructions provided on the official portal to submit your case for investigation.