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.


GB Energy Supply advice for complainants

This post may help consumers who have an unresolved complaint about the supplier.


Older energy customers vote with their feet - and switch

New research reveals 78% of the over-65s have switched energy supplier at some point. But a significant minority choose to ‘suffer in silence’ when they have a problem.


Cooperative Energy agrees to pay £1.8m - our response

Chief Ombudsman Lewis Shand Smith comments on the announcement that Co-operative Energy has agreed to pay £1.8m.


Response to Ofcom investigation of Vodafone

Chief Ombudsman Lewis Shand Smith comments on the announcement that Ofcom has fined Vodafone £4.6m.

Know Your Rights

Students missing out by not knowing their rights

New research reveals students miss out on £262m a year because they do not know their rights. Find out more and access our free advice guide for students.


Ombudsman response to Ofgem's survey on how suppliers handle complaints

Chief Ombudsman Lewis Shand Smith Comments on Ofgem’s survey on how energy suppliers handle complaints.


Rising fees stop complaints

Both customers and companies are being priced out of taking legal action against businesses that owe them money due to rising court fees.


Domestic General appoints Ombudsman Services to handle complaints

Leading UK appliance care specialist Domestic & General has appointed Ombudsman Services to provide ADR to its customers.


Ombudsman response to Ofgem's CMA announcement

Lewis Shand Smith, Chief Ombudsman at the Energy Ombudsman, has welcomed the latest announcement from Ofgem regarding their approach to the remedies of the CMA.


Citizens Advice report: Research into consumer decision making on energy efficiency improvements

Consumers should be able to access a consistent, effectively and timely process for getting things put right.


Ombudsman advice to avoid bill shock this summer

We've published advice to help consumers avoid bill shock when using their mobile phones abroad, including advice for those whose phones may be lost or stolen.


A decade of the Energy Ombudsman - more than 160,000 complaints received

Over 160,000 complaints have been received by the Energy Ombudsman in the last decade since it launched in 2006.


Ombudsman Services appoints new chair and three non-executive directors

Ombudsman Services have appointed a new chair and three non-executive directors to its board of directors.