When we can help

We can only help with complaints about participating companies.  A list of these is available here.

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 2007.  

We are independent, meaning that we do not take sides and we make our decisions based on the facts.

Consumers can use our services free of charge. We are an alternative to the courts. If, when we have looked at your complaint, you are not happy with our decision you retain the right to ask the courts to consider the complaint.If the company you are complaining about has signed up to our service it should display our logo on its website or on your bill.

When is the right time to complain?

Before you complain to us you must have complained to the energy company you have the problem with. The company will have a complaints procedure which gives the best way to do this. If you have done this and you are unhappy with the way the problem has been handled, you can contact us.

You must have told the company about the problem within 12 months of first knowing about it. So, for example, if you realised there was a problem on your bill on 21 September 2011 you need to have told the company about it by 20 September. The deadline for bringing a complaint to our attention is nine months from the time you first told the company about it.

If you have already complained to the company, there are two situations where we can help:

Deadlock

The company may have proposed a resolution that you are unhappy with. If so, you can contact us. We will ask to see the letters you have received which show any offers made.

Not making satisfactory progress

If eight weeks pass and the company hasn’t sorted the problem our, you can contact us.