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Resolving consumer disputes

At Ombudsman Services: Energy we help to resolve complaints from consumers about energy (gas and electricity) companies.

We are approved by Ofgem, the UK gas and electricity regulator under the Consumers Estate Agents and Redress Act 2008.

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Can we help with your complaint

Service guide
Information for companies
Information about Ombudsman Services

When we can help

Ombudsman Services: Energy resolves complaints from consumers about energy (gas and electricity) companies.

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How to complain

Before you can use our service, the company you are complaining about must first be given the opportunity to sort out the dispute.

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What we can and cannot do

What we can and cannot do is set out in our terms of reference. You are welcome to read them on our website or you can ask us for a copy.

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Putting things right

If we find that the company has not acted correctly, we will recommend what it should do to put things right.

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Energy

If you have a problem sorting out a complaint with a gas or electricity company (an energy company) we may be able to help.


Energy complaint

If you are unsure, whether it is the right time for us to become involved, or do not know what to do next, try our easy to use tool. It will ask you some questions and tell you what to do next and there’s no need for you to give us any of your personal information.

Have you told the company that you have a complaint which needs to be resolved?
Has your complaint been ongoing for more than 8 weeks?
Has the company said it can do no more to help?
Thank you!

From what you've told us so far, it appears that we may be able to consider your complaint.

What happens next?

To process a complaint, you can either:

  • download and print off the below PDF form and post or email to us
  • or call us. We will complete the form for you and post you a copy

Putting things right

When we have all the information about your complaint, we will decide how best to handle it. If we propose a remedy that you're happy with, the firm will be required to put this in place and we will make sure that this happens.

Please select...
Call us
You can run through the form over the phone and we will send you a completed copy
Printable Form
You can save this form and email or post at a later date


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