Energy Ombudsman: What Happens After a Decision and How It Works

Once the Ombudsman reaches a decision, you receive a written summary setting out the outcome and any actions the supplier is required to take. The supplier is notified at the same time.

If the decision is in your favour, your supplier must comply within 28 days. This could mean issuing a refund, correcting your bill, updating account records, or paying compensation. The Ombudsman follows up to confirm the supplier has acted.

Common outcomes include:

Refunds for overcharges or estimated billing errors
Correction of contract or tariff terms
Removal of disputed debt markers
Compensation for poor communication or wasted time
A formal written apology

Is the Energy Ombudsman Decision Legally Binding?

The Ombudsman’s decision is binding on the supplier but not on you. This means:

Your supplier must comply with the decision if you accept it
You are free to reject the decision if you feel it doesn’t go far enough
If you reject the decision, you can still pursue other remedies — including legal action

In practice, most businesses accept the Ombudsman’s decision because it provides a practical resolution without the cost or delay of legal proceedings. Suppliers very rarely fail to comply once a ruling is issued.

What Happens if a Company Ignores the Energy Ombudsman?

Suppliers are legally required to comply with Ombudsman decisions. If a supplier ignores a ruling, the Ombudsman can report them to Ofgem, which has the power to investigate and sanction non-compliant suppliers.

In serious or repeated cases, Ofgem can take enforcement action, including fines and licence reviews. This means a supplier ignoring an Ombudsman decision faces significant regulatory risk — making non-compliance rare in practice.

If your supplier is failing to implement a decision, contact the Ombudsman directly to report the delay. Energy Problems can also assist in chasing compliance and escalating formally if necessary.

Can You Appeal an Energy Ombudsman Decision?

You cannot formally appeal an Ombudsman decision in the traditional sense. However:

If you are unhappy with the outcome, you can reject the decision and pursue alternative remedies, including legal action through the courts
If you believe the process was flawed, you can raise a complaint about how your case was handled with the Ombudsman’s own complaints team
Suppliers cannot appeal — once a ruling is issued, they are bound by it

If you reject the Ombudsman’s decision, any previous offer made by the supplier during the process may be withdrawn. It is worth taking independent advice before rejecting an outcome.

What Happens if You Decline the Energy Ombudsman Decision?

If you decline the Ombudsman’s decision, the case closes without resolution through that process. You retain the right to pursue other options — including the courts — but you lose the benefit of the Ombudsman’s free, binding process.

Declining is occasionally the right choice if the outcome significantly undervalues your loss. Before declining, consider:

Whether the compensation offered reflects your actual financial loss
Whether you have the evidence to support a stronger claim through other channels
The time, cost, and uncertainty involved in legal action versus accepting the ruling

Energy Problems can help you assess whether a decision is worth accepting or whether stronger grounds exist to pursue the matter further.

Which Energy Suppliers Does the Ombudsman Cover?

The Energy Ombudsman covers all energy suppliers regulated by Ofgem in Great Britain. This includes major suppliers such as British Gas, EDF, E.ON, Octopus Energy, OVO Energy, and Shell Energy, as well as smaller and independent suppliers including Clear Business Energy, Affect Energy, Dual Energy, and Ecotricity.

If you are unsure whether your supplier is covered, you can check directly at energyombudsman.org or contact Energy Problems and we will confirm eligibility as part of our initial review.

How to Prepare and Submit Your Case

The Ombudsman only considers documented evidence. Your submission should include:

Copies of all emails and letters to and from your supplier
All invoices and bills covering the disputed period
Photos of meters and serial numbers where relevant
Your deadlock letter or written complaint acknowledgment
A factual summary of what went wrong and the outcome you are seeking

Keep your summary concise and evidence-led. Avoid emotional language — the Ombudsman responds to facts and documentation, not frustration.

You submit your case directly at energyombudsman.org. You will need your supplier complaint reference and copies of all supporting documents.

How Energy Problems Helps You Through the Process

Many businesses delay escalation because the process feels complicated or time-consuming. Energy Problems manages the entire pathway — from confirming your eligibility through to chasing supplier compliance with the final decision.

We check your eligibility and complaint status, prepare a structured case summary, gather and organise supporting documentation, submit the Ombudsman application on your behalf, and track supplier compliance once a decision is issued.

If your supplier has failed to resolve your complaint and you are approaching or past the eight-week mark, speak to us now. We work on a no win, no fee basis — if we don’t recover money or secure a resolution, you pay nothing.

Speak to an Expert

Going to the Energy Ombudsman takes time and paperwork — and the outcome isn’t guaranteed if your case isn’t put together well. If you’d rather have someone manage the process for you, we handle business energy complaints on a no win, no fee basis. Start your complaint →