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.

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

Consumers to benefit from end-of-contract notifications on telecoms services

Phone, broadband and pay-TV customers must be warned when their current contract is ending, and what they could save by signing up to a new deal, under new rules coming into force tomorrow (Saturday 15 February 2020).

Read more | Last updated Feb 14, 2020

Automatic energy switching compensation: media statement

The energy regulator has today (Wednesday 12 February 2020) announced that customers will receive an automatic £30 payment from energy suppliers if they experience delays or mistakes when switching.

Read more | Last updated Feb 12, 2020

Statement on Storm Ciara power cuts

More than 20,000 homes reportedly spent last night (Sunday 9 February 2020) without power as the UK continued to reel from Storm Ciara.

Read more | Last updated Feb 10, 2020

Response to energy price cap reduction

Energy bills are to fall for millions of British households this April, after regulator Ofgem announced it would be lowering price caps.

Read more | Last updated Feb 07, 2020