In 2025, the Energy Ombudsman reported a notable reduction in complaints, with a total of 80,256 cases handled, down from 92,938 in the previous year. This represents a 14% decline in overall complaints, although there was a significant uptick in disputes during the last quarter of the year, particularly concerning billing-related issues. This trend indicates that while consumers are dissatisfied less overall, billing continues to be a pressing concern.

During the fourth quarter of 2025, there was a 12% increase in the acceptance of new cases compared to the same period in 2024. Notably, more than half (56%) of all complaints lodged with the Energy Ombudsman were related to billing disputes. This suggests that consumers are still facing challenges with their energy bills despite the overall decline in the number of complaints. The presence of a free service such as the Energy Ombudsman provides an important avenue for consumers to seek help, particularly when issues remain unresolved after eight weeks with their suppliers.

The Chief Ombudsman, Ed Dodman, acknowledged the decrease in complaints as a positive sign but emphasized the persistent problems consumers face with billing. The fluctuations in complaint numbers, particularly the increase in the latter part of the year, signal ongoing issues within the energy market that may require further investigation and adjustments to improve consumer satisfaction and trust. As the situation evolves, understanding the tools available to address these disputes will be crucial for consumers navigating their energy bills.