TENS of thousands of energy customers have been handed compensation after complaining.
Exasperated billpayers who fail to resolve issues directly with their supplier can escalate it to the Energy Ombudsman.
The dispute resolution service’s latest report, released today, names the UK’s most complained-about energy companies in the first half of 2024.
The Energy Ombudsman has accepted 53,210 energy complaints between January and June 2024.
Customers at seven of the nation’s biggest energy firms, including British Gas, Octopus, and Ovo Energy, have logged most of these complaints.
A customer can only escalate a complaint to the Energy Ombudsman if their supplier has not resolved an issue after eight weeks.
Customers can also file their complaints with the dispute resolution service if they have not received a response from their energy company within the same period.
The Ombudsman investigates complaints, makes binding decisions on suppliers, and can even force them to compensate customers.
According to the latest data, British Gas topped the list as the most complained-about energy supplier, with 16,795 unresolved issues brought to the Ombudsman between January and June 2024.
The supplier has around seven million customers, which means it has received approximately 2,400 complaints per million customers.
The average compensation awarded ranged from £92 to £134.
However, it’s important to recognise that the exact amount of compensation you will be eligible for will depend entirely on the context of your complaint.
Some customers may get more and others may get less than the average figures highlighted.
Ovo Energy ranked second, with 7,277 complaints escalated to the Ombudsman.
With around five million customers, this translates to 1,455 complaints per million customers.
Compensation for Ovo Energy customers ranged from £69 to £142.
Other notable mentions include EDF with 5,221 complaints and Octopus Energy with 4,483 complaints.
Utilita had the fewest complaints, with only 562 cases referred to the Ombudsman during the same period.
All energy companies listed have been contacted for comment.
The majority of customer complaints submitted in 2024 are related to billing, smart meters, and customer service, reflecting the same pattern as in 2023.
However, the total number of complaints has fallen compared to the same period last year.
The Energy Ombudsman handled 22% fewer complaints in the first half of 2024 compared to 2023.
Between January and June 2023, the Energy Ombudsman accepted 68,186 cases, compared to 53,210 in January and June 2024.
Ed Dodman, business unit director at the Energy Ombudsman, said: “Last year was an unprecedented time for many with the cost-of-living crisis impacting the country.
“Billing remained the most common reason for disputes into 2024, as consumers kept a closer eye on how their energy use is measured and how they pay for it.
“While case numbers have decreased to pre-2023 levels, we remain
committed to increasing awareness of our service so that it remains accessible for all who need it.”
However, even though the number of complaints has fallen, the average compensation paid out to customers has risen.
Despite the decrease in the number of complaints, the average compensation awarded to customers has risen.
In the first half of 2023, the typical compensation for a billing issue was around £97.
This figure has increased to approximately £117 in the first half of 2024.
Those complaining about poor customer service or smart meters are now paid between £108 and £115 in compensation – if any is offered.
If you’re struggling to get an issue resolved with your energy supplier, we’ve explained how to take your complaint to the Energy Ombudsman below.
Similar to financial services firms, energy companies have to have a complaints procedure for customers to follow.
When you make a complaint, make sure you follow this so they have the information they need to resolve the issue.
Simply explain what the problem is and what you want your supplier to do about it.
Check your energy supplier’s website for an explanation of how to launch a complaint.
Energy suppliers have eight weeks to respond and come to a decision.
If it doesn’t or you’re not happy with the response, you can take the firm to the Energy Ombudsman.
The Energy Ombudsman may be able to help if you have a complaint about an energy or communications provider.
Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.
You must also have received a so-called deadlock letter, where the provider refers your complaint to the Energy Ombudsman.
You can also complain if you haven’t had a satisfactory solution to your problem within eight weeks.
The Energy Ombudsman then bases its decision on the evidence you and the company submit.
If you choose to accept its decision, your supplier then has 28 days to comply.
The Ombudsman’s decisions are binding on the energy company.
If your supplier refuses to follow the instruction, the Ombudsman may get in touch with Ofgem to remedy the situation – but there’s no set period for escalating issues to the regulator and it’s not up to the customer.
If an individual chooses not to accept the Ombudsman’s final decision, they lose the right to the resolution offer.
Customers still have the right to take their complaint further through the courts.
But remember this can be a costly and lengthy exercise, so it’s worth thinking carefully before taking this step.
THERE'S a number of different ways to get help paying your energy bills if you're struggling to get by.
If you fall into debt, you can always approach your supplier to see if they can put you on a repayment plan before putting you on a prepayment meter.
This involves paying off what you owe in instalments over a set period.
If your supplier offers you a repayment plan you don’t think you can afford, speak to them again to see if you can negotiate a better deal.
Several energy firms have grant schemes available to customers struggling to cover their bills.
But eligibility criteria varies depending on the supplier and the amount you can get depends on your financial circumstances.
For example, British Gas or Scottish Gas customers struggling to pay their energy bills can get grants worth up to £2,000.
British Gas also offers help via its British Gas Energy Trust and Individuals Family Fund.
You don’t need to be a British Gas customer to apply for the second fund.
EDF, E.ON, Octopus Energy and Scottish Power all offer grants to struggling customers too.
Thousands of vulnerable households are missing out on extra help and protections by not signing up to the Priority Services Register (PSR).
The service helps support vulnerable households, such as those who are elderly or ill, and some of the perks include being given advance warning of blackouts, free gas safety checks and extra support if you’re struggling.
Get in touch with your energy firm to see if you can apply.
