We can help with a range of problems related to the price of energy, however unless you think your supplier is charging more than is allowed under Ofgem’s price cap, we won’t be able to consider complaints about the actual price of energy.

For more information about the support that is available if you are struggling to pay your energy bills, we recommend visiting the Citizens Advice website or talking directly to your supplier.

How we work

We know complaining isn’t easy, but we want to make sure it’s fair. We put people at the heart of our service.

We’re approachable, helpful and a human voice for consumers. We are the people that consumers and small businesses can turn to for impartial advice and a solution that’s fair.


We’re approved by Ofgem - the UK gas and electricity regulator - to independently handle disputes between consumers and energy suppliers. We have more than 450 energy providers signed up to our scheme.

Find out more


We’re approved by Ofcom - the UK communications regulator - to independently handle disputes between consumers and communications providers who are signed up to our scheme. We have more than 1450 communications providers signed up to our scheme.

Find out more

We work with the following trade bodies in the communications sector:

The UK Wireless Internet Service Providers Association is the official trade body recognised by UK Authorities. Their mission is to promote the interests of the industry and ensure that services provided by its members are of the highest standards possible. Find out more

The Internet Services Providers’ Association (ISPA) is the UK’s Trade Association for providers of internet services. Find out more

Comms Council UK (formerly known as ITSPA – the Internet Telephony Services Providers’ Association) is the voice of the next generation communications industry. Find out more

Other sectors

  • Copyright
  • Home Improvement
  • Really Moving
  • UK Finance (Invoice Finance and Asset Based Lending)

We resolve complaints about all sorts of things:

  1. Billing.
  2. Customer service.
  3. Installations/delays.
  4. Switching suppliers.
  5. Loss of service.
  6. Sales.

How we’re funded

Ombudsman Services is free to consumers. We are funded by the fee a company that is signed up to our scheme pays to have each complaint reviewed. This covers the cost of us handling the case. This has no bearing on our decisions.

Matt Vickers, Chief Executive - Ombudsman Services.

How we make decisions

  • We look at the complaint raised and the evidence submitted by both parties.
  • We consider your Consumer Rights.
  • We review the evidence against relevant legislation and expected industry practice.
  • We make our decision;
  • And recommend what can be done to put things right.