The Energy Ombudsman accepted 46,532 cases in the six months to the end of June, up from 40,068 a year earlier, marking the first half-year rise in complaints since 2023. The 16% surge came as billing concerns and disputes soared amid pressures on household finances.
Billing disputes dominate complaints
Billing disputes made up the majority of complaints in the first half, at 58%, and were 15% higher in total than a year ago, reaching 27,006 cases. Complaints over smart meters also accounted for a significant proportion, at 10% in the second quarter, and were 6% higher overall in the first half at 4,817 cases.
Price cap increase expected
The figures come as Ofgem is expected on Wednesday to announce an increase in the energy price cap from October 1, with latest forecasts pointing to a 4% rise just as many households will turn on their heating.
Ed Dodman, chief ombudsman for energy, said: “The findings in this report highlight the continued challenges facing many energy consumers at a time of ongoing pressure on household finances.
“Energy Ombudsman has an important role to play in ensuring consumers can access fair resolutions when things go wrong, while supporting suppliers to resolve disputes and address the root causes of complaints.
“We will continue to monitor complaint trends closely and work with suppliers to address areas of concern and ensure consumers can access fair, timely resolutions when things go wrong.”
Positive signs for suppliers
There were some positive signs for suppliers, however, with complaints accepted for customer service down 5% at 3,500 in the half-year. More energy firms are also informing customers of their right to refer disputes to the ombudsman after eight weeks or a deadlock has been reached.
The ombudsman said average “signposting” rates have increased from 48% in 2025 to 53% in the first six months of 2026.
The Department for Energy Security and Net Zero announced in June it would bolster the energy ombudsman’s powers and improve access for consumers, including cutting the complaint escalation timeframe from the current eight weeks to six weeks and allowing compensation for consumers when remedies are not secured on time.
