Key Points
- The energy ombudsman is a free, impartial service for resolving energy-related disputes.
- Complaints must first be directed to the provider before involving the ombudsman.
- Acceptance of the ombudsman’s decision by the consumer is binding for the supplier.
The Energy Ombudsman is an impartial entity whose role is to resolve disputes between consumers and companies in the energy sector.
When you face issues with your energy supplier or service provider, such as billing problems or service disruptions, the energy ombudsman mediates and works towards a fair outcome.
This service is typically free to the consumer and is an alternative to legal proceedings. It offers a less formal and more accessible way of resolving issues that arise.
Engaging with the energy ombudsman service begins by complaining directly to your provider. If your problem is not addressed satisfactorily, you can escalate the matter to the ombudsman.
The energy ombudsman then reviews the case, considering all information provided by both parties. They make a decision that the supplier is obligated to follow if you accept it.
How does the Energy Ombudsman service work?
The Ombudsman Service plays a critical role in the UK energy industry. It operates as an independent body endorsed by Ofgem, the government regulator for electricity and gas markets in Great Britain.
Its primary function is to resolve complaints between consumers and companies providing energy services. When you have an issue with your energy supplier that you can’t resolve directly, the Energy Ombudsman steps in to help mediate and seek a fair resolution.
Process of handling complaints
After you’ve been through the energy supplier’s own complaints procedure and are still dissatisfied, you can escalate your complaint to the Ombudsman. The process is straightforward:
- Submission: You submit a complaint, detailing your issue and the solution you’re seeking.
- Assessment: The Ombudsman reviews your case to determine if they can help.
- Investigation: If they take on your case, they’ll carry out an investigation. Sometimes, this involves gathering additional information from you and the supplier.
- Recommendation: Based on their findings, they will make a decision that the supplier is obliged to follow if you accept it.
The service is designed to keep energy suppliers in check and ensure you receive fair treatment, underpinning consumer confidence in the energy market.
How to make a complaint about your energy supplier
If you’re experiencing issues with your energy supplier or energy broker, here is how to make a complaint.
Initial Steps and Contacting the Supplier
Your first course of action should be to get in touch with your energy supplier directly. Explain your concerns clearly and provide any relevant account details. Remember, it’s important to document your communication for future reference.
Energy suppliers usually have specific contact details for complaints, which could include phone numbers, email addresses, or online forms.
- Contact Information: Find the necessary contact details on your supplier’s website or your energy bill.
- Clarify the Issue: Clearly state what the problem is and how you would prefer it to be resolved.
- Document Communication: Keep a record of all correspondence, including dates and the names of any representatives you speak with.
Deadlock letter and formal complaints
If you disagree with the supplier’s response or if a resolution is not reached within a reasonable timeframe, usually eight weeks, you may receive a deadlock letter. This letter indicates that no further progress can be made with the supplier’s internal complaints procedure.
At this point, you can escalate your complaint to an independent party like the Energy Ombudsman.
- Deadlock Letter: Request this formal document if it’s not provided and you believe you have reached an impasse.
- Energy Ombudsman: Prepare to submit a formal complaint, which must often be done within a specified timeframe after receiving the deadlock letter.
It’s important to follow these procedures meticulously to ensure that your complaint is heard and adequately addressed.
How do complaints get resolved?
When you bring a dispute to the energy ombudsman, a resolution process aims to adjudicate the matter fairly. This process leads to binding decisions and, where appropriate, the provision of remedies or compensation to the complainant.
Decisions and acceptance
Once the energy ombudsman assesses your complaint, you can expect a decision that details the outcome. If the ombudsman rules in your favour, you have the option to accept their decision. The energy company involved must follow through with the resolution as stipulated.
Types of remedies and compensation
Should the energy ombudsman service find that you are owed a remedy, the types of compensation can vary.
This could include financial awards, adjustments to your tariff, or account credit to reconcile overcharged amounts.
In some instances, a formal apology may also be issued. Each remedy aims to put you in the position you would have been in had the issue not occurred.
Frequently Asked Questions
In this section, you’ll find specific answers to common enquiries about engaging with the Energy Ombudsman service.
How do I contact the Energy Ombudsman?
You can reach the Energy Ombudsman through several channels:
- Online: Submit a complaint via their website at www.energyombudsman.org.
- Phone: Call 0330 440 1624.
- Post: Write to PO Box 966, Warrington, WA4 9DF.
Ensure you have all relevant information and documentation related to your complaint when making contact.
Is it worth complaining to the Energy Ombudsman?
Yes, lodging a complaint with the Energy Ombudsman can be highly beneficial. The service is free, impartial, and designed to resolve disputes between consumers and energy companies. In 2019, the Ombudsman resolved nearly 57,000 complaints, with 57% upheld in favour of consumers. Resolutions can include apologies, explanations, corrective actions, or financial compensation. Therefore, if your energy supplier fails to address your complaint satisfactorily, escalating it to the Ombudsman is a worthwhile step.
What is the 8-week rule for the Energy Ombudsman?
The 8-week rule stipulates that you must wait eight weeks after initially raising a complaint with your energy supplier before approaching the Energy Ombudsman, unless you receive a ‘deadlock letter’ sooner. This letter indicates that the supplier cannot resolve your complaint, allowing you to escalate the issue immediately. This rule ensures that suppliers have adequate time to address complaints internally before external intervention.
What is the difference between Ofgem and the Energy Ombudsman?
Ofgem is the UK’s energy regulator responsible for overseeing the electricity and gas markets, ensuring fair competition, and protecting consumer interests. It sets regulations and policies for the energy industry.
In contrast, the Energy Ombudsman is an independent dispute resolution service that handles individual complaints between consumers and energy companies. While Ofgem cannot intervene in individual disputes, it appoints and oversees the Energy Ombudsman to ensure effective complaint resolution.
Can the Energy Ombudsman resolve my complaint?
Yes, the Energy Ombudsman has the authority to resolve disputes between consumers and energy suppliers. If you’re having issues, it’s worth submitting a complaint for review, as they offer a free and impartial service.
What is the process for filing a complaint with the Energy Ombudsman?
When filing a complaint, you will need to submit it through the Energy Ombudsman’s online portal. Following this, you must provide any supporting evidence within 14 days to facilitate a thorough investigation of your case.
Is there a cost associated with using the Energy Ombudsman service?
The Energy Ombudsman’s service is free. It aims to deliver an unbiased resolution to energy disputes without adding additional financial burden on consumers.
What are my options if I am unsatisfied with the Energy Ombudsman’s decision?
If the outcome of the Energy Ombudsman’s decision is not to your satisfaction, you retain the right to seek legal advice or pursue alternative measures.
However, it’s important to note that the ombudsman’s decision is typically seen as binding if you have agreed to it.
