Energy Ombudsman Complaint: How to Escalate & What to Say

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The 12-month back-billing rule

If you have been billed for energy you used more than 12 months ago, your supplier may not be entitled to charge you for it. Since 1 May 2018, standard licence condition 21BA prevents suppliers back-billing domestic and microbusiness customers for energy consumed more than 12 months before the date of the bill. The exceptions are narrow — where the customer has been obstructive (for example blocking access to the meter) or manifestly unreasonable (such as tampering with a meter or taking energy dishonestly). Ofgem is explicit that you are not at fault simply for not providing meter readings, so a supplier’s own under-estimating is not a reason to charge you beyond the 12 months. If part of your back-bill covers a period more than a year before the bill, say so in your complaint and ask for that part to be written off.

Quick answer

To complain to the Energy Ombudsman, first complain in writing to your supplier. You can escalate once you receive a ‘deadlock’ letter, or if eight weeks pass without resolution, whichever is sooner. You must refer the dispute within 12 months. The service is free, covers domestic and microbusiness customers, and the supplier must comply with its decision if you accept.

Last reviewed: August 2026 · For use in England & Wales · eLitigant is a Community Interest Company (No. 16566612), not a law firm. Always check the current official form on GOV.UK before you file, and sign the statement of truth yourself.

① Draft it from scratch

Upload your bills, correspondence, meter photos and deadlock letter — Chris drafts a complaint that cites the Standard Licence Conditions, the Back-billing Principle and the applicable Ofgem Guaranteed Standards.

② Check the draft you’ve written

Already written your complaint? Upload it and Chris reviews the chronology, the named breaches and your quantified remedy before you submit.

③ You’ve had a response — reply

Run the supplier’s reply or deadlock letter past Chris against your own documents and see exactly where you stand.

In short: An Energy Ombudsman complaint is the free, binding route to resolve a dispute with your energy supplier — billing and back-billing, switching errors, meter faults, prepayment and service failures — once you have given the supplier eight weeks or obtained a deadlock letter. A strong complaint sets out a clear chronology, names the breach (Ofgem Standard Licence Conditions, Standards of Conduct, Consumer Rights Act 2015), quantifies the harm and asks for a specific remedy. eLitigant drafts your complaint from your own documents, or checks the draft you have written.

The bill is wrong. The meter reading is impossible. The supplier’s chatbot has looped you through the same four answers. The Energy Ombudsman is where this ends — properly, with a binding decision, at no cost to you.

The eight-week rule (or deadlock letter)

You must give the supplier eight weeks to resolve the complaint, or obtain a formal deadlock letter. Without one of those, the Ombudsman will reject your complaint on procedural grounds. Keep a paper trail.

What the Energy Ombudsman handles

Billing disputes (including back-billing)
Switching problems (including erroneous transfers)
Meter problems (faulty readings, smart meter issues)
Service failures (missed appointments, unanswered queries)
Prepayment meter installation disputes
Customer service failures

The Back-billing Principle

Under Ofgem’s Standards of Conduct, suppliers cannot charge for unbilled energy more than 12 months old where the supplier is at fault. Estimated bills not followed up. Meter readings ignored. Account not set up properly. Cite “Back-billing Principle” by name — the Ombudsman applies it routinely.

Structure — the Litigant Standard

1. Chronology

Date of issue, date of first complaint, date of deadlock or eight-week expiry, all contact attempts.

2. The failure

Name the breach. Ofgem Standard Licence Condition 25 (complaints handling). Ofgem Standards of Conduct (treat customers fairly). Consumer Rights Act 2015 (service with reasonable care and skill).

3. The harm

Financial loss (quantify). Time spent (itemise). Distress (describe).

4. The remedy

Ask specifically. “Bill corrected to reflect actual consumption £X. Refund of overpayment £Y. Compensation for distress and inconvenience £Z. Goodwill credit £A.” Evidence each number.

Common wins

Erroneous transfer — compensation typically £50–£250
Back-billing breach — bill written off plus £50–£150
Missed appointments — Ofgem Guaranteed Standards payments automatic
Vulnerable customer failures — substantial awards, often £300–£800

Vulnerable customers — PSR leverage

If you or someone in your household is on the Priority Services Register, suppliers have enhanced obligations. Failures against a PSR customer are treated more seriously. Cite PSR status in the complaint.

Can Chris draft your Energy Ombudsman complaint?

Yes. Upload bills, correspondence, meter photographs, the deadlock letter. Chris drafts a complaint that cites the Standard Licence Conditions, the Back-billing Principle, and the applicable Ofgem Guaranteed Standards, with quantified remedy and evidence index.

Prepare to win. Plan not to fail.

Suppliers negotiate harder when the paperwork is elite. Chris drafts elite.

Other ombudsman & complaint routes

Housing Ombudsman · Financial Ombudsman · Local Government & Social Care Ombudsman · Pensions Ombudsman · complaining to a local council · draft any complaint letter

Frequently asked questions

When can I take a complaint to the Energy Ombudsman?

You must give the supplier eight weeks to resolve the complaint, or obtain a formal deadlock letter from them. Without one of those, the Ombudsman will reject your complaint on procedural grounds, so keep a paper trail of every contact attempt.

What does the Energy Ombudsman handle?

Billing disputes (including back-billing), switching problems and erroneous transfers, meter problems such as faulty or smart-meter readings, service failures like missed appointments and unanswered queries, prepayment meter installation disputes, and customer service failures.

What is the Back-billing Principle?

Under Ofgem’s Standards of Conduct, suppliers cannot charge for unbilled energy more than 12 months old where the supplier is at fault — for example estimated bills not followed up, meter readings ignored, or an account not set up properly. Cite the “Back-billing Principle” by name, as the Ombudsman applies it routinely.

How should I structure my complaint?

Use the four-part Litigant Standard: a chronology of key dates; the failure (naming the breach, such as Ofgem Standard Licence Condition 25, the Standards of Conduct, or the Consumer Rights Act 2015); the harm (financial loss quantified, time itemised, distress described); and the remedy (ask specifically and evidence each number).

Does being on the Priority Services Register help?

Yes. If you or someone in your household is on the Priority Services Register (PSR), suppliers have enhanced obligations and failures against a PSR customer are treated more seriously. Cite your PSR status in the complaint.

Can Chris draft my Energy Ombudsman complaint?

Yes. Upload your bills, correspondence, meter photographs and the deadlock letter, and Chris drafts a complaint that cites the Standard Licence Conditions, the Back-billing Principle and the applicable Ofgem Guaranteed Standards, with a quantified remedy and an evidence index — or reviews a draft you have already written.
Related guides: Letter before action · Money Claim Online (OCMC) · All civil court forms

eLitigant CIC (No. 16566612) — a community interest company. Not a law firm; you remain the litigant in person. eLitigant prepares professional documents from your own information; it does not give legal advice and no outcome is guaranteed. Always check the current HMCTS form and fee before filing.

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Contains public sector information licensed under the Open Government Licence v3.0.

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