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About the Ombudsman

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

Our service has been approved by Ofgem, the body which regulates the electricity and gas markets in England, Scotland and Wales.

Our work meets the requirements of the Consumers, Estate Agents and Redress Act, 2007. This law means that domestic and small (micro) business customers of energy companies have the right to take certain complaints to the ombudsman if the company fails to resolve the problem.

Energy customers are not charged for using our service.

Our job is to investigate complaints fairly by listening to both sides of the story and looking at the facts. We will decide what action, if any, should be taken when you and an energy company can’t agree.

If you would like to know more about the ways we will work with you and the company to resolve your complaint, click here to read the  How we work page of our website. It will open in a new window . 

Is the service independent?

Yes. It is essential that we are independent from the energy industry, the regulator and from consumer groups so that people can trust us to be fair. It is a key role of the Board to make sure of this.

We are a member of The Ombudsman Association (formerly the British and Irish Ombudsman’s Association (BIOA) which recognises us as independent.

Quick guide to our service

Download a quick guide to Ombudsman Services: Energy here.
Download a large print version here.