Energy Ombudsman service
The Energy Ombudsman is the Ombudsman service set up to sort out disagreements between energy companies and their domestic and small business customers. The service commenced on 1st October 2008
What is the Energy Ombudsman?
If you have a problem sorting out a complaint with a gas or electricity company, they may be able to help. The Ombudsman is the person who decides what action should be taken when you and a gas or electricity company cannot agree. Complaints will be investigated fairly and the service is free and independent
What kind of complaints do they deal with?
The Ombudsman deals with complaints about:
- Your energy bills
- Problems you have as a result of changing your energy supplier
- Complaints about an energy supplier’s sales activity
- Physical problems to do with the supply of energy to a home or small business (e.g. power cuts)
What is a small business customer?
A small business customer is one which:
- Employs fewer than ten people; or
- Which uses less than 200,000 kWh gas per year or 55,000 kWh electricity per year; or
- Where the annual turnover for the business is less than Euros 2 million
When is the right time to complain?
Before complaining to the Energy Ombudsman you must first have complained to your energy supplier and followed their published complaints procedure. This will give your energy supplier a fair chance to sort the problem out. If you are still unhappy with the way your problem has been handled, you should contact the Ombudsman. There are some rules about when the Ombudsman can accept your complaint
How to make a complaint
Ombudsman contact: Tel 0330 440 1624 or 01925 530263