We can help with a range of problems related to the price of energy, however unless you think your supplier is charging more than is allowed under Ofgem’s price cap, we won’t be able to consider complaints about the actual price of energy.

For more information about the support that is available if you are struggling to pay your energy bills, we recommend visiting the Citizens Advice website or talking directly to your supplier.

Response to the government’s Energy White Paper | Dec 2020

The UK government set out plans to “clean up” the energy system and keep energy bills affordable as part of the transition to net zero carbon by 2050.

Ombudsman Services | Dec 14, 2020

Building on Prime Minister Boris Johnson’s 10-point plan for a green industrial revolution, the Energy White Paper sets out specific steps the government will take over the next decade to cut emissions.

The white paper contains a commitment to make the energy retail market “truly competitive”. This will include offering people a simple method of switching to a cheaper energy tariff, and testing automatically switching consumers to fairer deals to tackle so-called loyalty penalties.

Matthew Vickers, chief executive at Ombudsman Services, which runs the Energy Ombudsman scheme, welcomed the publication of the Energy White Paper.

He said: “The government has today set out an ambitious vision of how the energy market can be transformed for the benefit of consumers as the economy is decarbonised over the coming years.

For us as the ombudsman, the focus on ensuring fairness and affordability for consumers is particularly welcome

Matthew Vickers, Chief Executive | Ombudsman Services

“The introduction of simple and even automated switching to cheaper tariffs could help to build consumer trust and confidence in the energy sector – a vital ingredient in efforts to achieve net zero emissions by 2050.

“It’s great to see the government recognising the need to keep consumer trust and confidence at the centre of building competitive markets. A low-carbon economy must be a high-trust economy, so it’s important that protection innovates and keeps pace across a fast-changing market.

“On this point, we welcome proposals for looking at how consumers and microbusinesses who use third parties such as energy brokers and price comparison websites can be better protected.”