Consumer complaints to the Energy Ombudsman fell by a quarter in the first half of 2025 compared to the same period last year, according to new figures released by the independent dispute resolution service.
Between January and June 2025, the Ombudsman accepted 40,068 cases, down from 53,210 during the same period in 2024.
The decline suggests progress in how suppliers handle consumer complaints, though the Ombudsman stressed that awareness of redress rights remains essential.
Billing disputes continued to dominate, accounting for 59% of all cases, followed by smart meter issues (11%) and customer service complaints (9 per cent).
Significant improvements were seen in several areas, including a 39% fall in customer service complaints and a 64% drop in meter-related disputes.
However, only 45% of cases were signposted to the Ombudsman by suppliers – a regulatory requirement that ensures consumers know when they can escalate their complaint after eight weeks or upon receiving a deadlock letter.
Chief Ombudsman Ed Dodman said: “It’s encouraging to see a reduction in the overall number of disputes, especially with customer service disputes, suggesting that suppliers are stepping up their efforts in handling consumer complaints.
“But with billing disputes still representing more than half of the cases we see and signposting rates from suppliers less than half, there is still work to be done.”
Energy Ombudsman, approved by Ofgem, offers a free and impartial service to help consumers and suppliers resolve disputes.
Energy Ombudsman reports 25% fall in consumer complaints appeared first on Energy Live News.