The number of complaints fell by 14% in 2025, with the Energy Ombudsman service handling 80,256 cases, down from 92,938 in 2024
Being unable to afford energy bills is devastating for thousands (Image: Getty Images)
Complaints handled by the Energy Ombudsman fell in 2025 with billing-related issues remaining the most common topic of dispute.
The number of complaints fell by 14% in 2025, with the service handling 80,256 cases, down from 92,938 in 2024. However, there was an uptick in disputes raised towards the end of the year.
October to December 2025 saw a 12% increase in the number of cases accepted compared to the same period in 2024. More than half of all cases (56%) were billing-related issues, making it consistently the most common problem for consumers.
You can bring your complaint to the free Energy Ombudsman service if your issue is not resolved with your supplier after eight weeks.
Ed Dodman, Chief Ombudsman for Energy Ombudsman said: “Whilst 2025 saw a welcome fall in complaints compared to 2024, the number of cases raised with our service increased towards the end of the year.
“We are aware of ongoing public concern about future energy costs, so it is important that consumers know where to turn for help when disputes arise.
“We want every consumer to understand when they are eligible to use our free, independent service for unresolved disputes.
“Whether the issue relates to billing, delays, or communication breakdowns, Energy Ombudsman can provide an impartial review to help reach a fair outcome for all.”
It comes as the latest forecast from Cornwall Insight predicts energy bills could jump £250 within months. Cornwall Insight has forecasted the Ofgem cap for the July to September period could climb to £1,827 annually for a typical dual fuel home.
This is up from the current £1,758 level. Energy bills are scheduled to fall to £1,641 as the April price cap was confirmed before the war in Iran kicked off.
3 steps to resolve billing disputes with your energy supplier
The Energy Ombudsman has shared simple steps households can take if they have a concern about their energy bill.
1. Don’t panic – check the basics first
Start by reviewing your latest bill. Check the tariff name, unit rates and standing charges, and make sure the meter readings are accurate. A simple billing error or estimated reading can sometimes explain a sudden jump.
2. Contact your supplier early
If something looks wrong, contact your energy supplier as soon as possible. Ask them to explain how your price has been calculated.
3. Give it eight weeks – then escalate
After eight weeks, if your complaint isn’t resolved, or you’re unhappy with the response, you can bring it to Energy Ombudsman. Its service is free and independent.
