Energy Ombudsman Complaint Escalation Letter: Free Template and What to Include

If you need to escalate unresolved energy complaint to the Energy Ombudsman, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong Energy Ombudsman complaint escalation should include.

What this letter needs to cover

• Summarise the complaint, the supplier's response (or lack of response after 8 weeks), and why it is not resolved
• Request the Ombudsman investigates
• Note that a deadlock letter or 8-week period has elapsed
• State the desired outcome clearly

When it's time to escalate to the Ombudsman

If your energy complaint hasn't been resolved after 8 weeks, or your supplier has issued a final response you're not satisfied with, you're entitled to escalate to the Energy Ombudsman for a free, independent review. This is often a genuinely effective route, since Ombudsman decisions can be binding on the supplier if they favour you.

What this letter or complaint needs to cover

• A clear timeline of your original complaint and the supplier's response, or lack of one
• Confirmation that either 8 weeks have passed or you've received a final response letter
• What outcome you were seeking from your supplier, and why you remain dissatisfied
• Copies of relevant correspondence to support your case

What the Ombudsman can actually do

The Ombudsman can require an apology, an explanation of what went wrong, a practical action to put the problem right, or a financial award. Its decision is binding on the energy company but not on you. The Energy Ombudsman covers England, Wales and Scotland: in Northern Ireland, take an unresolved complaint to the Consumer Council (0800 121 6022).

Frequently Asked Questions

Is there a cost to use the Energy Ombudsman?
No — the service is free for consumers to use.

How long does the Ombudsman take to reach a decision?
Timescales vary depending on complexity, but the process is generally faster and less formal than going to court.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Your Email Address]
Energy Ombudsman
[Address - check the current address on the Energy Ombudsman website, or complain online]
[Date]

Dear Sir or Madam,

Subject: Complaint about [Supplier Name] – account [Account Number]

[Note: the Energy Ombudsman covers Great Britain. In Northern Ireland, contact the Consumer Council.]

Please investigate my complaint against my energy supplier, [Supplier Name].

[Choose: I received the supplier's final response (deadlock letter) on [Date]. / More than 8 weeks have passed since I first complained on [Date], and it is not resolved.]

My complaint:
• The problem: [e.g. I was overcharged £400 because of a faulty meter.]
• The supplier's response: [e.g. it refused to apply the back-billing rule and closed my complaint without my agreement.]
• Why it is not resolved: [explain.]

The outcome I want: [e.g. my balance reduced by £400 and £50 compensation for poor service].

I enclose my complaint, the supplier's response, my meter readings [and the deadlock letter].

Yours sincerely,

[Your Signature]
[Your Printed Name]