Complaints handled by the Energy Ombudsman service declined significantly in 2025, with billing-related issues continuing to dominate as the most frequent source of disputes for consumers across the United Kingdom.
Complaint Statistics Show a Notable Decrease
The total number of complaints fell by 14% in 2025, with the Energy Ombudsman service managing 80,256 cases. This marks a substantial reduction from the 92,938 cases recorded in the previous year, 2024. However, the data reveals a contrasting trend towards the end of the year, with an increase in disputes emerging in the final quarter.
Year-End Uptick in Disputes Recorded
From October to December 2025, there was a 12% rise in the number of cases accepted by the service compared to the same period in 2024. This late-year surge suggests ongoing challenges for households, even as overall complaint volumes decreased.
More than half of all cases, precisely 56%, were related to billing issues. This category includes problems such as incorrect charges, estimated meter readings, and tariff discrepancies, making it consistently the most common problem faced by energy consumers.
Ombudsman Emphasises Importance of Consumer Awareness
Ed Dodman, Chief Ombudsman for the Energy Ombudsman, commented on the findings. He stated, “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.”
He added, “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.”
Dodman further explained that the service provides an impartial review for various issues, including billing, delays, or communication breakdowns, to help achieve a fair outcome for all parties involved.
Forecast Predicts Potential Bill Increases
This report comes alongside a concerning forecast from Cornwall Insight, which predicts that energy bills could rise by approximately £250 in the coming months. The analysis suggests the Ofgem price cap for the July to September period might increase to £1,827 annually for a typical dual fuel household, up from the current level of £1,758.
Energy bills were previously scheduled to fall to £1,641 after the April price cap confirmation, but geopolitical events, such as the conflict in Iran, have introduced new uncertainties into the market.
Three Essential Steps to Resolve Billing Disputes
The Energy Ombudsman has outlined straightforward steps that households can follow if they suspect an error in their energy bill.
- Do Not Panic – Check the Basics First
Begin by thoroughly reviewing your latest bill. Verify the tariff name, unit rates, standing charges, and ensure that the meter readings are accurate. Often, a simple billing error or an estimated reading can account for an unexpected increase in charges. - Contact Your Supplier Early
If any discrepancies are identified, contact your energy supplier promptly. Request a detailed explanation of how your bill has been calculated to clarify any confusion or errors. - Allow Eight Weeks – Then Escalate
If your complaint remains unresolved after eight weeks, or if you are dissatisfied with the supplier’s response, you can escalate the issue to the Energy Ombudsman. This service is entirely free and operates independently to ensure a fair resolution.
Consumers are reminded that they can bring their complaint to the free Energy Ombudsman service only after attempting to resolve the issue directly with their supplier for at least eight weeks without success.
