Future Energy customers: refund of credit balance

At the time Future Energy went into administration some customers may have had a credit balance on their Future Energy account. Green Star Energy will honour all outstanding credit balances for current and past customers.


Disillusionment peaks for Scottish shoppers

Scottish consumers experienced 12.7 million issues with products and services in 2017 – affecting 58 per cent of the population.

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Ombudsman services releases findings of housing dialogue

Ombudsman Services has today released the findings of Building Balance, its major dialogue looking at how complaints should be handled in the housing sector in order to better protect consumers.


Glide Utilities charges some customers too much for gas

Because of a mistake in calculating bills, Glide Utilities has charged some of its customers too much for their gas. For most customers the extra charges were £4 or less.

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Comment on Ofgem's Iresa announcement

This morning, Ofgem announced that it has banned Iresa from taking on new customers, increasing existing customers’ direct debits and asking them for one-off payments for up to three months until it resolves customer service issues.

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Bad service causes more shoppers to ‘walk out’

According to the fifth annual CAM report, consumers ignored 78 million issues last year, an increase of three million from 2016.

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Ombudsman services calls for consumers to share their housing complaints

Ombudsman Services has launched Building Balance, a dialogue being run to look at how consumers can be better protected by improving how complaints are handled in the housing sector.

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Response to Citizens Advice report on the knock-on effects of consumer problems

Chief Ombudsman Lewis Shand Smith comments on a report published by Citizens Advice exposing the knock-on effects of consumer problems.


New dialogue launched into Ombudsman for housing

Ombudsman Services (OS) 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.


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.

Contact centre of the year 2017 news item

Ombudsman Services shines as it's named Contact Centre of the Year 2017

Ombudsman Services has been named winner of the Call North West Contact Centre of the Year (100+) award for 2017.


Know your energy rights guide developed with Age UK

In conjunction with Age UK we’ve developed a ‘know your energy rights’ guide.


Response to government paper on civil justice co-operation as the UK exits the EU

Chief Ombudsman Lewis Shand Smith comments on the government paper: Providing a cross-border civil judicial cooperation framework.

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Response to Which? survey about UK's slowest broadband

Communications Ombudsman Lewis Shand Smith comments on Which? survey about UK's slowest broadband.


Change to EU roaming charges

Find out more about the change to EU roaming charges and what to do if you believe you have been billed incorrectly by your mobile provider.

Revised property redress schemes MOU

Revised Memorandum of Understanding between property redress schemes published

The three government approved redress schemes - The Property Ombudsman (TPO), Ombudsman Services: Property and The Property Redress Scheme - have today issued a revised version of their Memorandum of Understanding (MOU).


Complaints up to 5.3 million as Scottish consumers vote with their feet

Scottish consumers made 5.3 million complaints last year (up 4%) as a third say they’re more likely to take action against poor service, our latest Scottish CAM report reveals.


Response to Citizens Advice report on alternative dispute resolution in the UK

Chief Ombudsman Lewis Shand Smith comments on Citizens Advice's report on alternative dispute resolution - Confusion, gaps and overlaps

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Response to Ofgem back-billing proposal

Chief Ombudsman Lewis Shand Smith comments on Ofgem's new back-billing proposal.


Energy complaints fall by a third in 2016

The total number of energy complaints dropped from around 5 million in 2015 to 3.5 million complaints in 2016 - the lowest point in three years.