FAQs about Ombudsman Services

Frequently asked questions about Ombudsman Services.

What is an ombudsman?

An ombudsman is someone who investigates complaints. Click here for more information.

Who are Ombudsman Services?

Ombudsman Services provides independent dispute resolution across the communications and energy sectors in the UK. If your provider is signed up to our scheme, we can help you resolve your complaint. Find out more about us here.

What problems can you help with?

We can only deal with complaints about communications and energy providers in the UK. Take a look at the types of issues we can deal with here.

How much will it cost me to make a complaint?

Our service is free for consumers to use.

Who regulates Ombudsman Services?

We are governed by a number of main bodies who oversee our work to ensure we remain impartial and everything we do complies with the latest standards. Click here to find out who approves and appoints our schemes.

How are you funded?

We are funded by the providers signed up to our scheme. Providers pay us a fee for each case we review. They pay this fee regardless of the outcome or decision we make. This means that the more complaints suppliers resolve in-house, the less they have to pay to us, which is an incentive to improve their customer service. The fee doesn't affect our decision making.

Do Ombudsman Services fine providers?

No. We’re not here to punish anyone. We can’t dictate how companies operate and we don’t issue fines. Actions like these are the responsibility of the company’s trade body or regulator.

How do I make a complaint about the service I have received from Ombudsman Services?

We're sorry to hear that you are unhappy with the service here at Ombudsman Services. We’re interested in what you have to say and how we can improve so please go here to provide valued feedback.

How do I make a complaint about the decision issued by Ombudsman Services?

We're sorry to hear that you disagree with the decision from Ombudsman Services following the investigation of your complaint. There is an opportunity to appeal it. You can appeal the decision within seven days of the date of the decision, if you think vital information has been overlooked, or if you have evidence that has not been previously provided that makes a significant difference to the decision.

If the latter applies, you will also need to provide an explanation of why this was not provided to us earlier during our investigation. Please log back into your online account and let us know why. The link to log in to your case is in the email we sent to you when you first raised your complaint.

How do I make a complaint about a resolution or remedy that has not been implemented?

We're sorry to hear that the resolution we recommended has not been implemented by your provider. Please log back in to your online account and leave us more detail. The link to log in to your case is in the email we sent to you when you first raised your complaint.