UK Energy Complaints Drop 25% in 2025
Good news for energy consumers: UK energy complaints escalated to the independent dispute-resolution body for the energy sector has dropped significantly in 2025.
According to data released by the Energy Ombudsman, complaint volumes in the first half of 2025 were about 25% lower than the same period in 2024.
UK Energy Complaints Volume H1 2025 v 2024
This marks welcome progress for the industry and for consumers, but it shouldn’t lead to complacency.
What’s improved in the energy sector
Overall volume of complaints is coming down, suggesting that suppliers are increasingly resolving issues earlier, before they escalate.
The drop is strongest in categories like customer-service disputes (-39 %) and meter-related complaints (-64 %) in the first half of 2025 versus 2024. (Source: cesgb.com)
These shifts suggest that some of the efforts suppliers have made, such as restructuring complaints handling, better training or more responsive support are starting to pay off.
What’s still a concern with energy sector trends
Billing disputes remain the largest single category of complaints, accounting for about 59% of all cases in Jan-Jun 2025. (Source: Energy Ombudsman)
The regulatory requirement for suppliers to signpost customers whose complaints could be escalated to the Ombudsman is still being under-met, with only 45% of relevant cases are being referred correctly. (Source: cesgb.com)
Although reductions are encouraging, case volumes remain elevated compared with previous years, meaning many consumers still experience significant issues.
What this means for consumers
If you’re a consumer: This is a good moment to check your energy account and bills. With billing still the top driver of complaints, it pays to stay alert. See our guide on reading your energy bill.
If you’re working in the energy sector: While the reduction is positive, the heavy weighting of billing issues and under-signposting show there is more work to do in raising awareness of consumer rights and improving front-line bill clarity and communication.
If you’re part of the best-practice & advocacy community, use this as a springboard to highlight good practices and call out weak ones – for example: clearer bills, better dispute management, proactive referral information.
Why the dip in UK energy complaints matters
This reduction in escalated complaints indicates a more mature sector in some respects. The ability of energy suppliers to catch and fix issues before they reach the Ombudsman means less stress for consumers, as well as potentially less cost for firms and the regulator.
Billing problems domination means that the fundamentals, the key interface between supplier and consumer, continue to be a weak link. If the sector can address that, we could see further drops and better outcomes.
Indicators of energy sector progress
Whether suppliers correctly signpost customers to the Ombudsman when required, because if not, the drop in cases may partly reflect under-escalation rather than better service.
Whether the share of billing-related complaints begins to shrink, as that would be a true sign of deeper improvement.
How the complaint-resolution timeframes evolve – speed and quality of outcome matter.
What the upcoming regulatory changes (e.g., in consumer protection) might drive in terms of supplier-behaviour and consumer awareness.
At Energy Angels, we believe that improving industry standards is essential. So, this drop in complaints is a positive milestone, but let’s keep pushing for clearer bills, better support, and a sector where every consumer feels heard and treated fairly.