The Energy Ombudsman published guidance on 9 February 2026 about an increase in fraudulent emails that falsely claim to come from it, and in some cases also reference or impersonate energy suppliers1. The messages typically say a consumer's case or complaint has been "reviewed" and urge immediate action through an online form1.
The forms request sensitive personal information, which the Ombudsman lists as full name, address, date of birth or bank details1. It states plainly that these messages are not from the Energy Ombudsman1.
"We'll never ask consumers to open a new energy account, nor will we request sensitive personal information via online forms or links."
The guidance sets out characteristics that may mark the emails out. They may use the Energy Ombudsman or a broker name and logo without permission, reference a complaint or review the consumer has not raised, contain links to fake forms or websites, pressure the recipient to act quickly, come from a free email service such as Gmail, or use a misspelling of a company name1.
| Warning sign listed by the Ombudsman |
|---|
| Ombudsman or broker name and logo used without permission |
| A complaint or review the consumer has not raised |
| Links to fake forms or websites |
| Pressure to act quickly |
| Sent from a free email service such as Gmail |
| A misspelled company name |
The Ombudsman says it has published information on its website and social media channels warning consumers about these emails, and asks suppliers and brokers to remain vigilant and reinforce the messages where appropriate1. It says encouraging awareness and reporting helps reduce the impact of these scams and protects vulnerable consumers1.
Why it matters for households
Energy complaints and redress run through named bodies, and a household with an open case may be expecting correspondence, which is what these emails trade on. A message that appears to come from the Ombudsman, or that names a supplier, can look like a step in a live complaint rather than an approach from a stranger. The information requested is the kind used to open accounts and move money, so a household that responds is exposed to identity and financial loss rather than to any energy supply problem.
The Ombudsman's own rule is a fixed point: it will not ask a consumer to open a new energy account, and it will not request sensitive personal information through online forms or links1. Anything that does both is not from the Ombudsman. Households can check how complaints and redress are meant to work through the site's guide to energy complaints and redress, and what a genuine case involves in what resolution to expect from the Energy Ombudsman. For heat network customers, the route runs through a different body, set out in which ombudsman covers heat network suppliers. Renewable installations sold under the code sit with RECC.
What happens next
The guidance gives no deadline and no date for further updates. It directs anyone who receives a suspected scam email not to complete any forms or provide personal information, to report the email to the National Cyber Security Centre by forwarding it to report@phishing.gov.uk, to contact the Energy Ombudsman directly using the details on its official website, or their named Dispute Resolution Executive if they already have an open case, and to delete the email1. The site's guide on how to spot and report an energy scam covers the reporting steps in more detail. No figures for the number of emails sent, the number of consumers affected or the sums involved have been reported1.
Sources1 cited
- Guidance: Scam emails claiming to be from… | Energy Supplier Portal, portal.energyombudsman.org