Summary
We are seeking views on strengthening the role and powers of the
Energy Ombudsman in the retail energy market.
This consultation closes at
11:59pm on 4 December 2025
Consultation description
This consultation seeks stakeholders feedback on our proposals to
ensure that consumers have access to fairer and faster
redress.
This includes proposals to:
- make the process quicker for consumers by reducing the
window before complaints can be escalated to the Ombudsman from 8
weeks to 4 weeks (with exceptions for complex cases) and reducing
the time that the Ombudsman has to consider complaints to 4 weeks
- explore how to make referral more automatic to reduce the
burden on consumers, including advanced signposting, automatic
onboarding of consumer details and proactive outreach
- give the Ombudsman an explicit power to require suppliers to
compensate consumers where a ruling has not been implemented on
time
- strengthen the standing of the Energy Ombudsman by
designating it in legislation and giving statutory weight to
Ombudsman decisions by placing an explicit obligation on
suppliers to implement Ombudsman ruling
We are also seeking views on how to ensure that the
accountability arrangements of the EO are driving continuous improvement.
The consultation focuses on complaints against domestic energy
suppliers, complaints by small enterprises against non-domestic
energy suppliers and complaints against heat networks. It will
not focus on electricity and gas networks, where there is not
evidence of consumer detriment to justify an intervention, nor
relation to Third Party Intermediaries (TPIs), which has recently
been consulted on separately already.
We will be seeking views on our proposals from suppliers,
consumer advocacy groups, industry bodies and any other impacted
stakeholders, including the general public.
Read our consultation privacy
notice.
Documents
Fairer, faster redress in the
energy market: consultation document
Ways to respond
Respond online
or
Email to:
redressconsultation@energysecurity.gov.uk
Write to:
Retail Energy Markets & Consumers
Department for Energy Security and Net Zero
5th Floor 3-8 Whitehall Place
London
SW1A 2EG
