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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

Headshot of Chief Ombudsman Lewis Shand Smith

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.


Response to Ofgem story about switching increase

Switching is an important tool for consumers to get the best energy deal they can, and is up by nearly 30%.


Consumer Action Monitor 2017

The fourth annual Consumer Action Monitor reveals growing disillusionment among consumers, and, for the first time, highlights the business cost of poor customer service.


New energy complaints tool for small businesses

Citizens Advice has launched a new energy complaints tool especially for small businesses. Bring your complaint to us and we will investigate your case for free.


National Consumer Week 2016

This year's National Consumer Week is about being switched on to consumer rights relating to faulty or unsafe electrical goods. Chief Ombudsman Lewis Shand Smith comments.