Energy Ombudsman complaints
If you’ve had a problem with an energy company, you can take your complaint to the Energy Ombudsman.
How do I take my complaint to the Energy Ombudsman?
Before you can make an Energy Ombudsman complaint, you first need to raise your issue with the energy company you have a problem with. You then need to wait eight weeks before taking your complaint to the Energy Ombudsman.
What guarantees do I have about the behaviour of a company in the energy sector?
There is a guaranteed service standard for all companies that operate within the energy sector – this is known as the Quality of Service Guaranteed Standard.
It is regulated by Ofgem and covers areas of service including power supply, connection maintenance and voltage quality.
What can the industry regulator do to help?
Ofgem, (the Office of Gas and Electricity Markets) is charged with looking after the interests of the consumer. It’s Ofgem’s responsibility to help control pricing, and ensure a clear billing structure is in place for customers.
However, although Ofgem’s help means most energy companies offer a clear complaints procedure (often published on the company’s own website), it is not responsible for handling complaints.
What can the Energy Ombudsman do for a consumer with a complaint?
If you make an Energy Ombudsman complaint, and it is upheld, then the Energy Ombudsman can force the supplier to resolve your issue, apologise or even offer financial compensation if appropriate.