News | Ombudsman Services

Eversmart Energy: advice for affected customers (UPDATED)

It was announced on Friday 6 September 2019 that Eversmart Energy had ceased trading.

Eversmart Energy: media statement

Matthew Vickers, chief executive at the Energy Ombudsman, responds to the news that Eversmart Energy has ceased trading.

Solarplicity collapse: advice for customers and update on complaints (UPDATED)

It was announced on Tuesday 13 August 2019 that Solarplicity Supply Limited had ceased to trade.

Statement on the collapse of Solarplicity Supply LTD

Ofgem has today announced that Solarplicity Supply Limited, an energy supplier with around 7,500 domestic customers and fewer than 500 business customers, has ceased to trade.

Solarplicity update (Aug 09, 2019)

Ombudsman Services has today (Friday August 9) been informed that Solarplicity customers (this could be some, few or all customers) may have had a payment or even a double payment taken.

Our take on the energy price cap reduction

Ofgem has today announced that the energy price cap, which protects around 11 million default tariff customers, will fall this winter by £75 due to lower wholesale energy prices.

Solarplicity and TOTO Energy: Update for customers

On Monday 29 July 2019 it was announced that TOTO Energy would be taking on the majority of Solarplicity’s customers in the coming days.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.