"Chris helped me draft the perfected grounds for appeal and the skeleton argument. All were submitted."
— Regine from Wembley
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
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- 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.
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