News

Ombudsman Services conference 2019: The highlights

Our first conference was held in London earlier this week, with a focus on putting consumers at the heart of markets and driving behavioural change within businesses to build consumer trust and confidence [more...]

Consumer gripes increase but many complaints go unheard by businesses

Consumers have nearly twice as many gripes about businesses as last year but are increasingly choosing not to complain directly to the company concerned, according to new research [more…]

Response to Citizens Advice vulnerability report

Citizens Advice is calling on Ofgem to use its forthcoming vulnerability strategy to set out how it will better support vulnerable energy customers who fall behind on their bills [more…]

Energy complaints: Switching now second only to billing

Switching has overtaken customer service as a source of unresolved complaints about energy suppliers and is now second only to billing, according to the Energy Ombudsman (more…)

You can now sign in straight from our website

Want to check the progress of your case, upload more evidence, ask us a question or send us a message? You can now sign in straight from our website (more...)

Energy suppliers to face tough new entry tests

Ofgem has today announced that new tests for energy suppliers entering the market will be rolled out from June this year. Companies applying for a licence to supply energy will have to demonstrate a number of things to changes which will help drive up standards for customers and reduce the risk of supplier failure (more...)

Automatic broadband compensation: Five things you might have missed

New measures entitling consumers to automatic compensation when they experience broadband problems took effect last week (more...)

High-quality, reliable communications services for all

At Ombudsman Services we are keen to play a role in ensuring that the communications sector works for everyone. That’s why we’re welcoming a plan, published by a group of communications sector experts, that calls for all consumers to have access to affordable, reliable broadband and phone services (more...)

How good are energy suppliers at handling complaints?

As the Energy Ombudsman we’re here to help consumers, but part of our role is also to help businesses put things right quickly and effectively (more...)

International Women’s Day: #BalanceForBetter

To mark International Women’s Day, we’re reflecting on our ongoing efforts to build a better balance through bringing talented men and women together at all levels of the organisation (more...)

Putting consumers before competition

As an ombudsman, part of our long-term mission is to help reduce and ultimately end consumer detriment. That’s why we were encouraged by the UK competition watchdog’s recent announcement that it wants to put consumers at the heart of the competition regime (more...)

Ofcom update: Clearer information and greater protection about broadband speeds from 1 March 2019

Residential and business customers purchasing broadband from 1 March 2019 are set to benefit from a revision of Ofcom codes of practice - but it’s not compulsory for providers to sign up (more...)

Three Mobile chooses Ombudsman Services for dispute resolution

Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process (more...)

Economy Energy ceases trading

Economy Energy, an energy supplier with about 235,000 domestic customers, has ceased to trade. Energy regulator Ofgem made the announcement today (8 January) (more...)

Energy supplier One Select ceases to trade

One Select, an energy supplier with about 36,000 domestic customers, has ceased to trade. Energy regulator Ofgem says it will choose a new supplier as quickly as possible to take on One Select’s customers (more...)

Vickers confirmed as head of Ombudsman Services

The new head of the UK’s largest multi-sector ombudsman says the organisation is modernising and innovating in order to stay relevant to consumers and businesses (more...)

Spark Energy ceases trading: our advice to consumers

Spark Energy Supply Limited, a domestic energy supplier with about 290,000 customers, has ceased trading. David Pilling, head of policy at Ombudsman Services, which operates the Energy Ombudsman scheme, responds. more...

Statement on the collapse of Extra Energy

Extra Energy has announced it has ceased trading. Matthew Vickers, chief executive at Ombudsman Services, which operates the Energy Ombudsman scheme, responds. (more...))

Ofgem confirms energy price cap

Ofgem has confirmed that the energy price cap will come into force on 1 January 2019. (more...)

Vulnerability: one definition to rule them all?

Vulnerability was one of the main discussion points at the fringe event we held at the Conservative Party conference earlier this month. (more...)

Ombudsman Services takes seat on government-backed housing group

Ombudsman Services is part of a new working group of housing experts tasked by the government with helping to raise standards across the property agent sector. (more...)

Responsible technology: think-tank calls for independent digital regulation

Doteveryone says an Office for Responsible Technology would empower regulators, inform the public and policymakers and help consumers to “seek redress from technology-driven harms.” (more...)

New telecoms industry rules: key points for consumers

Wide-ranging new rules designed to give consumers greater protection came into force for the telecoms industry earlier this week. (more...)

Chief Executive Matt VIckers comments on the Citizens Advice report about customer loyalty

Matthew Vickers comments on a new Citizens Advice report out today, which reveals that customers are losing out on over £4bn a year by staying loyal to companies. (more...)

Five things we learned at the Labour conference

Earlier this week we held a fringe event at the Labour Party conference, called Transforming UK Markets to Work for Consumers. Here are five key takeaways. (more...)

Energy Ombudsman statement on Ofgem’s complaints survey

Ofgem has today published its biennial complaints survey, which looks at how effectively larger energy suppliers are handling complaints compared to two years ago. Matthew Vickers, chief executive and chief Ombudsman at the Energy Ombudsman, comments. (more...)

New dialogue launched into Ombudsman for housing

Ombudsman Services has today announced that it will withdraw from complaints handling in the property sector as it launches a major dialogue with consumers to help tackle an ‘imbalance in power’ in the housing sector. (more...)

Ombudsman Services withdraws from property and housing sector

Ombudsman Services (OS) is reminding property and housing companies that today (Monday 6 August) marks its last day handling consumer complaints in the sector. (more...)

BBC TV Licensing appoints Ombudsman Services to handle complaints

We have been appointed by BBC TV Licensing as the final escalation point in its complaint handling process. Chief Ombudsman Lewis Shand Smith comments.(more...)

£750 billion of purchases under-protected every year

More than half (59%) of all purchases made in 2017 were in sectors without adequate levels of consumer protection, a new report by Ombudsman Services has found. (more...)

Iresa and Octopus Energy: our latest advice to consumers

If you are a consumer who has already registered a complaint about Iresa with us, please be aware that we are in the process of reviewing your case and will be in touch in due course with more information on next steps. (more...)