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

by Communications Team | Sep 22, 2016

Commenting on Ofgem’s survey on how suppliers handle complaints, Lewis Shand Smith, Chief Ombudsman at the Energy Ombudsman, said:

"Whilst it’s good to see an improvement in the number of people with eligible complaints bringing them to the Energy Ombudsman, it’s cause for concern that six out of seven issues are still being brushed under the rug. 

“Though energy suppliers are taking steps in the right direction, their signposting - both in clarity and timeliness - is still letting consumers down. Providers are obligated to signpost customers to the energy ombudsman if they are unable to resolve their complaint, yet less than half received a referral letter. 

“We’re here to help both customers and energy providers - helping consumers get the service they deserve, whilst helping energy companies to provide it. We’re doing all we can to ensure all energy customers are aware of the free dispute resolution service we offer, but we also want to support individual companies so that they can improve their signposting in future, and providing easy and hassle-free access to alternative dispute resolution, which is essential for a fair and transparent energy market.”

Published September 2016