Ombudsman response to CMA report into GB energy market

by Communications Team | Jun 24, 2016

Today (24 June 2016) the Competition and Markets Authority (CMA) has published its final report into the GB energy market. The report sets out a wide range of reforms to modernise the market for the benefit of customers.

Commenting on the CMA final report, Chief Ombudsman of Ombudsman Services Lewis Shand Smith said: "After two years of investigation today's announcements on remedies are a small victory for consumers and mark an important step to make the market fairer for all, particularly the most vulnerable. Key trends we see from our complaint data are consumer confusion around billing and switching supplier and we are pleased that the CMA is addressing these issues with new measures and action.  

“Overall we accepted 31% fewer cases between January and March 2016 compared to the same period in 2015 and we fully support the recent further improvements made by the industry to introduce the Energy Switching Guarantee; a service that gives consumers the confidence to switch suppliers. This should reduce switching complaints, and give consumers the assurance that if something does go wrong, the energy ombudsman is here to help. 

"We will continue to work closely with suppliers, the regulator and Citizen’s Advice to ensure consumers get the best deal from their energy provision and that they know where to go if they have a complaint about the service they receive. All consumers deserve the right to redress if they receive poor service."

Published 24 June 2016