Complaining isn't easy. We make sure it's fair.

If you have an unresolved complaint with your energy or communications provider, we may be able to help.

Hello, we're Ombudsman Services.

We resolve disputes between consumers and companies that are signed up to our scheme. Our service is free, impartial and simple to use.

About us

Before you can submit a complaint to us you should have:

  • Logged a formal complaint with your provider.
  • Waited for a resolution or received a deadlock letter referring you to Ombudsman Services.
  • Gathered any evidence you have.
Done, I'm ready to complain

What is an Ombudsman?

How it works.

There are a few things you need to do before submitting a complaint about your energy or communications provider.

1 Complain to your provider.

When you first notice the issue, you should contact your provider to log a formal complaint.

2 Wait for a resolution or to be referred to Ombudsman Services.

You should wait between six to eight weeks for a resolution. This is to give your provider enough time to investigate your issue.

3 Escalate the complaint to us.

If you don't accept the company's final offer or you've waited longer than eight weeks you can start a complaint with us.

4 Review and resolve the case.

We review the evidence to find a fair resolution.

Why use our services.

We base our decision on the evidence submitted by both parties . If you choose to accept our final resolution your supplier has 28 days to comply. Our resolutions are enforceable in court.

How it works

What could you expect from a resolution:

  • An apology.
  • An explanation of what went wrong.
  • A practical action to correct the problem.
  • A financial award (subject to a limit).
  • Recommendations to the company to avoid similar problems happening again.

We work to make services better so that complaints become fewer.

In 2017 we resolved 91,678 complaints across 500 companies in the energy and communications sector.

91,678 complaints resolved in 2017.

Ready to complain?

Start by checking if your supplier is signed up to our scheme.

Start your complaint