Energy complaints skyrocket as Britons brace for cost of living hike

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The cost of living crisis continues to put pressure on households as energy bills are projected to rise later this year

British consumers are increasingly making complaints about their energy bills as the cost of living is expected to rise later this year.

Fresh data from the Energy Ombudsman reveals a 16 per cent jump in cases during the first six months of 2026, with billing rows accounting for well over half of all disputes handled.

The ombudsman took on 46,532 complaints between January and June, compared with 40,068 during the same period in 2025, the first half-year increase since 2023.

Billing-related grievances represented 58 per cent of all cases accepted, underscoring the strain that energy costs continue to place on household budgets.

In total, 27,006 billing disputes were lodged in the first half, a 15 per cent rise year on year.

Smart meter issues also featured prominently, comprising 10 per cent of second-quarter complaints and climbing six per cent across the six-month period to reach 4,817 cases.

The surge in grievances comes just days before Ofgem is widely expected to confirm a four per cent uplift to the energy price cap on Wednesday, effective from October 1.

That timing is particularly unwelcome for households, as the increase would land precisely as temperatures drop and consumers begin switching on their heating for the autumn and winter months.

Ed Dodman, the chief ombudsman for energy, said: "The findings in this report highlight the continued challenges facing many energy consumers at a time of ongoing pressure on household finances."

He stressed that the ombudsman plays a vital part in guaranteeing access to fair outcomes when problems arise, whilst also helping suppliers tackle the underlying causes of disputes.

Mr Dodman added: "We will continue to monitor complaint trends closely and work with suppliers to address areas of concern and ensure consumers can access fair, timely resolutions when things go wrong."

Customer service complaints fell five per cent to 3,500 over the half-year, offering some encouragement for suppliers.

Energy companies are also doing a better job of telling customers they can escalate unresolved disputes to the ombudsman after eight weeks or once a deadlock is reached.

Average signposting rates rose from 48 per cent in 2025 to 53 per cent in the opening half of this year.

In a further boost for consumer protections, the Department for Energy Security and Net Zero announced in June that it would strengthen the ombudsman's powers, reduce the complaint escalation window from eight weeks to six, and introduce compensation for consumers when remedies are not delivered on time.