Complaints

Energy Ombudsman Complaint Letter Template

Use this template to explain an unresolved gas or electricity supplier dispute to the Energy Ombudsman, with the complaint history, evidence and outcome you want.

When to use this template

For eligible energy supplier complaints in Great Britain after eight weeks unresolved, or earlier if the supplier issues a deadlock letter. This is an escalation letter, not your initial supplier complaint.

How to write a letter to the energy, gas or electricity ombudsman

Gas ombudsman and electricity ombudsman searches normally refer to the Energy Ombudsman for eligible supplier disputes in Great Britain. State your supplier, account reference and the date you first raised the complaint. Explain whether it concerns billing, a meter, switching or customer service.

Energy Ombudsman's published process currently says eight weeks unresolved or earlier deadlock. It accepts disputes through its website, post, email or telephone. A deadlock letter is issued by the supplier, not written by you. Northern Ireland has different arrangements, so check the appropriate local route.

Evidence to include with your energy complaint

List relevant bills and disputed amounts, meter readings and dates, payments, your original complaint and the supplier's replies. For a meter dispute, identify the meter and explain which readings or dates are disputed. For switching, set out the requested and actual transfer dates.

Keep dated call notes, emails and webchat transcripts as well as letters. Postal correspondence is an option, not the only valid complaint record. Follow the scheme's evidence deadlines and do not stop paying bills solely because a complaint is open without obtaining advice.

For the full eligibility and evidence checklist, read how to write to the Energy Ombudsman.

Not complained to the business yet? Start with the energy supplier complaint guide.

Check what your supplier's response means in our energy deadlock letter guide.

For other sectors, use our general ombudsman letter guide.

The template

[Your full name]
[Your postal address]
[Your email or telephone]
[Date]

To: Energy Ombudsman [check current submission instructions]
Re: Unresolved complaint about [gas/electricity supplier], account [reference]

Dear Energy Ombudsman,

I first complained to [supplier] on [date], reference [complaint reference].
[Eight weeks have passed without resolution / My supplier issued a deadlock letter on date, attached.]

My complaint concerns [billing / meter readings / switching / service].
The supply address is [address]. The disputed period is [dates].
The amount in dispute, if applicable, is [amount and calculation].

Timeline:
- [Date: problem identified, with bill or reading reference]
- [Date: complaint raised and what I requested]
- [Date: supplier response and action taken]

The supplier says [its position]. The unresolved issue is [specific point and evidence].
The effect on me has been [actual impact].

I ask you to consider [correcting the bill, explaining readings, completing agreed action, or another specific remedy].
I attach copies of [complaint, deadlock letter if available, bills, readings and correspondence].

Please confirm the next steps and any additional information required.

Yours faithfully,
[Your full name]

Prefer to write your own from scratch? write a letter online.

Tips for using this template

1Replace every placeholder and remove any paragraph that does not describe your experience. Keep the wording factual and in your own words.
2Include a dated timeline, your original complaint reference, the business's response and an indexed list of relevant evidence. Send copies, not irreplaceable originals.
3Explain the effect on you and the practical outcome you want. Do not invent legal arguments, promise a compensation amount or include unnecessary sensitive information.
4Check the scheme's current eligibility, address and submission instructions. Keep copies of your submission and confirmation.
5The ombudsman's service is free. Our printing and postage is optional, not a fee to open or win a complaint. This template is general information, not legal advice.
6Check current rules before submitting. Announced future reforms do not replace the waiting period shown in the scheme's live eligibility guidance.

Frequently asked questions

Are the gas ombudsman and electricity ombudsman the same service?

For eligible gas and electricity supplier complaints in Great Britain, the relevant scheme is normally the Energy Ombudsman. Other energy issues and Northern Ireland may follow different routes.

Do I need a deadlock letter for the Energy Ombudsman?

Its current published process allows escalation after eight weeks unresolved even without a deadlock letter, or earlier if the supplier issues one. Check current eligibility before submitting.

What should I include in an energy ombudsman letter?

Include your supplier and account reference, original complaint date, a timeline, disputed amounts or meter readings, the supplier's response, supporting evidence and the remedy you want considered.

Can I write to the Energy Ombudsman for free?

The Energy Ombudsman's consumer dispute service is free. Our optional print-and-post service charges for physical printing and postage, not for access to the ombudsman.

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The ombudsman service is free. You do not need to pay us to complain. We offer optional printing and postage, not legal advice or representation.

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