There's no single "Energy and Telecoms Ombudsman" in the UK — energy and telecom complaints go through two entirely separate schemes, with different waiting periods and different bodies.
Two separate schemes, not one
Energy complaints go to the Energy Ombudsman. Telecom complaints go to one of two Ofcom-approved schemes depending on which one your provider belongs to: the Communications Ombudsman (formerly Ombudsman Services: Communications) or CISAS (Communications and Internet Services Adjudication Scheme, run by CEDR). Check your bill or your provider's website to see which of the two telecom schemes applies to you — you can't choose, and the wrong one will simply reject your case.
Energy complaints: the 8-week rule
You can refer a complaint to the Energy Ombudsman once either of two things happens: 8 weeks have passed since you first complained to your supplier in writing without resolution, or the supplier sends you a deadlock letter confirming it's done everything it can. A deadlock letter lets you skip the rest of the 8 weeks and go straight to the Ombudsman.
You then have 12 months from the deadlock letter or the end of the 8-week period to actually refer the case. The Energy Ombudsman can award up to £10,000 for domestic customers and £20,000 for micro and small business customers, and its decisions are binding on the supplier if you accept them — never binding on you.
Telecom complaints: a shorter, changing wait
For telecom complaints, Ofcom's rules previously required an 8-week wait before escalating to CISAS or the Communications Ombudsman. From 8 April 2026, that wait was reduced to 6 weeks for new complaints raised on or after that date — complaints raised before 8 April 2026 still follow the old 8-week rule. As with energy, a formal deadlock letter from your provider lets you skip the wait entirely.
What to prepare before you escalate
- A clear timeline of the issue: dates, what happened, and what you asked the provider to do
- Copies of relevant bills, contracts, and correspondence
- Any complaint reference numbers issued by the provider
- The deadlock letter, if you have one, or proof of when you first raised the complaint in writing
- A clear statement of the outcome or remedy you're asking for
What this means practically
- Confirm which scheme applies to your case before you submit anything — energy and telecom go to different bodies entirely.
- For telecom, check whether your complaint was raised before or after 8 April 2026, since the waiting period depends on that date.
- A deadlock letter is worth asking for directly if a provider says there's nothing more they can do — it fast-tracks your case.
- Both schemes are free to use and their decisions bind the provider, not you, if you're unhappy with the outcome.
Sources
- Ofgem — Complain about your energy supplier, Energy Ombudsman process: ofgem.gov.uk
- Ofcom — Quicker complaints resolution for telecoms customers (6-week rule from April 2026): ofcom.org.uk
Related Kibbo Tools
- Utility Service Complaint Checklist — build the evidence file needed before referring an energy dispute.
- Ombudsman Directory — find the correct scheme (Communications Ombudsman, CISAS, or Energy Ombudsman) for your case.