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.

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.

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 not know

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: 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.

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.

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.

Matthew Vickers has been confirmed as chief executive and chief ombudsman at Ombudsman Services, succeeding Lewis Shand-Smith who is standing down after 10 years.

Spark Energy ceases trading: our advice to consumers

Spark Energy Supply Limited, a domestic energy supplier with about 290,000 customers, has ceased trading.

Statement on the collapse of Extra Energy

Extra Energy, an energy supplier with around 108,000 domestic and 21,000 business customers, has ceased trading.

Ofgem confirms energy price cap

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

The cap will be set at £1,137 per year for a typical dual fuel customer paying by direct debit, offering price protection for 11 million consumers on poor value default tariffs.

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.

The debate focused on how best to define, identify and serve vulnerable consumers.

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.

Responsible technology: think-tank calls for independent digital regulation

Technology think-tank Doteveryone has set out its vision for a new independent regulatory body to provide oversight of the internet.

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.

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.

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

Commenting 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, Ombudsman Services chief executive Matthew Vickers said..

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 at the Energy Ombudsman, comments.

£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 (OS) has found.

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.

Any company that provides sales, lettings or managing agency services and is still signed up with Ombudsman Services for dispute resolution will need to switch to either The Property Ombudsman or the Property Redress Scheme.

Iresa and Octopus Energy: our latest advice to consumers

Customers of Iresa, which went out of business last week, have been taken on by Octopus Energy as of 1 August 2018.

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.

BBC TV Licensing appoints Ombudsman Services to handle complaints

BBC TV Licensing has joined Ombudsman Services who will provide independent dispute resolution for its customers from 2 November 2017. This replaces the previous arrangement where the BBC Trust was the final escalation point for complaints and was necessary as the Trust is no longer in existence.

Economy Energy ceases trading

Economy Energy, an energy supplier with about 235,000 domestic customers, has ceased trading.