If your energy supplier has ceased trading, we’ll provide an update on your case as soon as Ofgem nominate a 'Supplier of Last Resort' to take over as your new supplier. Until that time we appreciate your patience and recommend you take a meter reading.

More information on our SoLR process is available here.

News

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

Are you ready for CAM 2020?

This Autumn we'll publish the 2020 Consumer Action Monitor, a trusted and respected barometer of customer service and customer experience in Great Britain.

Read more | Sep 02, 2020

Response to Ofcom’s customer service report | 21 Aug 2020

New research by Ofcom highlights which phone and broadband companies are providing their customers with the best and worst service. Ed Dodman, Director of Regulatory Affairs at Ombudsman Services, has responded with our comments.

Read more | Aug 21, 2020

Response to Ofgem’s energy price cap reduction

Ofgem has today announced that the energy price cap will fall by £84 to £1,042 a year from October – the lowest level since the cap was introduced last year.

Read more | Aug 07, 2020

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