If your energy supplier has ceased trading, we’ll provide an update on your case as soon as Ofgem nominate a 'Supplier of Last Resort' to take over as your new supplier. Until that time we appreciate your patience and recommend you take a meter reading.

More information on our SoLR process is available here.

Gender pay report

Ombudsman Services Gender Pay Report 2020/21

In 2017, the Government announced that all UK employers with more than 250 employees must publish the difference between the average earnings of men and women within their organisation, which include salary and bonus payments. 2020 is the fourth year for which we are publishing our findings.

Overall, based on our data for 2020, we have identified a 12.3% mean pay gap, which is a 4.5% increase on the 2019 figure of 7.8%. This is largely attributable to four Senior Leadership Team appointments and 5 other male appointments to senior positions which, due to specialisms earn a high salary. Whilst females hired in the same period included 5 senior appointments, none of these were at Senior Leadership Team level. The average salary difference of leavers was significantly less than the difference in starters’ salaries, therefore increasing the mean average gender pay gap. When looking at the median pay gap (the middle value) the data has increased from 3.1% to 4.7%. This gap is consistent with the starters and leavers differences previously noted.

The median bonus gender pay gap remains at 0% with gender parity being achieved in this area. The mean bonus gender pay gap increased to 36.5%. 96.5% of men and 95.9% of women received a bonus. During the year the majority of colleagues received a £250 bonus.

There remains a clear female-dominated split in the lower and lower-middle quartiles given the greater proportion of women in our front line roles rising from 67.3% to 71%. During this time we recruited a disproportionate amount of entry level roles to senior level roles, 58% of these appointments being female. There was also a slight decrease of 4% in the percentage of females being in the upper hourly pay quartile for which there is no single reason, rather a combination of factors in those starting/leaving senior positions.