The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these challenging times. You should Contact Us as soon as possible if your personal circumstances have changed or your services have been impacted.

News

Keep up to date with the latest news from Ombudsman Services.

Covid-19 stops complaining in its tracks, survey finds

Covid-19 prompted an unprecedented drop in complaining as consumers mellowed and showed companies more patience during lockdown, a survey has found.

The average number of complaints per person plummeted from 3.7 pre-lockdown to just 0.95 in May – by far the lowest number in the seven-year history of the Consumer Action Monitor report.

Read more | Aug 06, 2020

Energy Ombudsman resolves more complaints as demand increases

The number of complaints resolved by the Energy Ombudsman increased by 25% last year to nearly 57,000, as consumer demand for the service grew. These figures and more are contained in the 2019 annual energy sector report published by Ombudsman Services.

Read more | Aug 03, 2020

Response to Ofcom’s broadband pricing review | 28 July

Broadband customers who are out of contract are set to benefit from a package of pricing changes and commitments from their providers, following a review by Ofcom.

Read more | Jul 28, 2020

Response to Ofcom’s new vulnerability guidance

People suffering should be treated fairly and given the right support by communications providers, under best practice industry guidance issued by Ofcom today.

Read more | Jul 23, 2020

Coronavirus: July 2020 update for consumers

Back in April, at the height of lockdown, we notified consumers and microbusinesses wanting to log an energy or communications complaint with us that we were making some temporary changes to our processes. We now provide a further update on the changes and adaptations we have made in response to Coronavirus.

Read more | Jul 01, 2020

Response to Ofgem’s latest coronavirus update | 8 Apr 2020

Regulator Ofgem has today (Wednesday 8 April) published a blog post and open letters to energy suppliers and networks, setting out its expectations of the industry during the disruption caused by Covid-19.

The letters set out what is “high priority and must be delivered” by businesses.

Read more | Apr 08, 2020

Coronavirus: Monday 6 April update for consumers

We hope as you read this, you are safe and well. We’re here to support and to do our bit as we face into unprecedented times with different challenges emerging for customers, for suppliers, the government and for us too.

Read more | Last updated Apr 06, 2020

Coronavirus: Telecoms providers to lift broadband data caps

The UK’s major telecoms providers have agreed a set of important commitments to support and protect vulnerable consumers and those who may become vulnerable due to circumstances arising from Covid-19, the government has announced.

Read more | Last updated Mar 30, 2020

Coronavirus: Energy Ombudsman welcomes government-industry agreement to protect consumers

New emergency measures with the energy industry have been agreed by the government to protect the domestic energy supply of those most in need during the disruption caused by COVID-19.

Read more | Mar 19, 2020

Ombudsman Services position on Coronavirus [COVID-19]

Our latest statement regarding the business impacts of Coronavirus.

Read more | Mar 16, 2020