If all of your complaints have failed it may be time to contact The Energy Ombudsman. The Energy Ombudsman can help you to get practical action, an apology or explanation, or a financial award to resolve your complaint with your energy supplier. They are the body with teeth that can step between you and your energy supplier to find a resolution.
It is worth noting that complaints aimed at one of the big six energy suppliers – British Gas, EDF, E.ON, npower, ScottishPower and SSE – can be brought to the Energy Ombudsman sooner than those relating to small suppliers.
The Energy Ombudsman handles matters relating to both gas and electricity, there is no specific Electricity Ombudsman or Gas Ombudsman.
Please remember, that you can only go to the ombudsman if –
- your complaint is with British Gas, EDF, E.ON, npower, ScottishPower or SSE and your complaint hasn’t been resolved within eight weeks;
- you’re with a smaller supplier (such as First Utility, Spark energy, Ovo Energy and plenty more) and your complaint hasn’t been resolved with 12 weeks;
- if your supplier says that your complaint is ‘deadlocked’ you can go to the Energy Ombudsman.