Technical support

Online portal access, passcode issues and uploading evidence.

Purple Line

How do I get into my online account?

Login into your online account here.

What is my 'passcode'?

When your case was created during the call to our contact centre, you were provided with a passcode to access your account. As an example, it should look like the following:

Energy complaint: EG123456-19
Comms complaint: CM123456-19

Passcodes are typically only required for cases when our call centre created the account for you. If you created the account yourself through the website, you shouldn't require a passcode. Passcodes needed for account verification are not provided by email.

I have additional requirements, what support measures are in place?

Ombudsman Services is committed to making its services accessible to everyone. We have a variety of options available, including documents in alternative formats such as large print, coloured paper, audio and Braille. We also facilitate sign language interpretation. Read more about Accessibility.

If you’d like to complain on behalf of someone else, this option is available by continuing through our online complaints process as expected.

How do I reset my username and password?

You can reset your password here

What types of file can I upload?

We can accept the following file types:

pdf, csv, txt, doc, docx, xls, xlsx, ppt, pptx, png, gif, jpg, bmp, mov, mp4, mp3, m4a, tif, tiff

How do I add more evidence?

Login into your online account to add more evidence here.

What do I do if I am having issues with my online account?

If you're not able to access certain areas of your online account or are unable to complete required actions, such as uploading evidence, please contact us by phone, or you can send any copies of evidence by post. You can find our contact details here.

You can call our team to help you access your online account. For energy complaints, call 0330 440 1624. For communications complaints, call 0330 440 1614.

Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays.

03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. Calls to 03 numbers cost the same as, or less than, calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount package.

These rules apply to calls from any type of line including mobile, fixed line or payphone.

You can call our team to help you access your online account. For energy complaints, call 0330 440 1624. For communications complaints, call 0330 440 1614.

How do I report system issues?

Let us know about any system issues by logging into your online account and sending us a message. Alternatively, please call us. For energy complaints, call 0330 440 1624. For communications complaints, call 0330 440 1614.