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Energy complaints

The Energy Ombudsman: how to complain, and which suppliers it covers

Complain to your supplier first. If it is not sorted in 8 weeks — or you get a deadlock letter sooner — the Energy Ombudsman will look at it for free and can order the supplier to put things right. Find your supplier below, including the ones that stopped trading.

The process in six steps

  1. Raise the issue with your energy supplier and give it time to resolve it.
  2. Allow 8 weeks — unless the supplier sends a deadlock letter sooner.
  3. Register the dispute with the Energy Ombudsman via its website, phone, email or post.
  4. Consider any early offer from the supplier (a “Facilitated Complaint Resolution”).
  5. If there is no settlement, both sides provide evidence within 14 days and the Ombudsman decides.
  6. If you accept the decision, the supplier has 28 days to carry out the remedy.

Escalate within 12 months of a deadlock letter. For automatic compensation when a supplier misses a service standard, see our guide to the Guaranteed Standards of Performance; for a ready-made complaint, use the letter generator; for the difference between the Ombudsman and the regulator, read Energy Ombudsman vs Ofgem.

Suppliers trading in 2026 (24)

From gov.uk’s list of suppliers in the Warm Home Discount for winter 2026/27. Complaints about any of them go to the Energy Ombudsman.

Suppliers that stopped trading (31)

From Ofgem’s supplier-of-last-resort table. Each page shows who took the customers, when, and what happens to credit balances and complaints.

Old supplierStoppedCustomers moved to
Ampoweruk2 November 2021Yü Energy
Avro Energy22 September 2021Octopus Energy
Bluegreen Energy Services1 November 2021British Gas
Bulb Energy24 November 2021Octopus Energy
CNG Energy3 November 2021Pozitive Energy
Colorado Energy13 October 2021Shell Energy
Daligas14 October 2021Shell Energy
Enstroga29 September 2021E.ON Next
Entice Energy25 November 2021Scottish Power
GOTO Energy18 October 2021Shell Energy
Green (Green Supplier Limited)22 September 2021Shell Energy
Green Network Energy27 January 2021EDF
Hub Energy9 August 2021E.ON Next
Igloo Energy29 September 2021E.ON Next
MA Energy2 November 2021SmartestEnergy
MoneyPlus Energy7 September 2021British Gas
Neon Reef16 November 2021British Gas
Omni Energy2 November 2021Utilita
Orbit Energy25 November 2021Scottish Power
People's Energy14 September 2021British Gas
PFP Energy7 September 2021British Gas
Pure Planet13 October 2021Shell Energy
Simplicity Energy27 January 2021British Gas Evolve
Social Energy Supply16 November 2021British Gas
Symbio Energy29 September 2021E.ON Next
Together Energy18 January 2022British Gas
Utility Point14 September 2021EDF
Whoop Energy18 February 2022Yü Energy Retail Limited
Xcel Power18 February 2022Yü Energy Retail Limited
Zebra Power2 November 2021British Gas
Zog Energy1 December 2021EDF

Questions

Is there an ombudsman for energy, gas and electricity?

Yes. The Energy Ombudsman is the free, impartial service that resolves disputes with energy suppliers, heat networks, network operators, flexibility service providers and Green Deal providers. It covers gas and electricity alike.

When can I go to the Energy Ombudsman?

After you have complained to the supplier and allowed it 8 weeks to put things right — or sooner if the supplier sends a deadlock letter. You must escalate within 12 months of receiving the deadlock letter.

Does the Energy Ombudsman cost anything?

No. The service is free for customers.

What can the Energy Ombudsman award?

It can tell a company to take practical action (for example credit your account, cancel an account or change your tariff), make an apology, or offer a financial award — or a combination. It cannot punish or fine companies; enforcement is Ofgem’s role.

My supplier went bust — who do I complain to?

Start with the new supplier Ofgem appointed. Ofgem says the new supplier reviews unresolved complaints about the old one; if it is still not fixed after 8 weeks or a deadlock letter, go to the Energy Ombudsman.

Sources read 30 September 2026: energyombudsman.org · Energy Ombudsman FAQs · Ofgem supplier takeovers · Ofgem: if your supplier goes bust · gov.uk Warm Home Discount suppliers. General information, not legal advice.

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