News | Ombudsman Services

Response to Energy UK’s Vulnerability Commitment | Dec 2020

Trade association Energy UK has today (Tuesday 1 December) launched its Vulnerability Commitment, under which suppliers serving nearly three quarters of the domestic market have pledged to improve the support they provide to vulnerable households.

Give SMEs access to redress to boost recovery

Policymakers are being urged to give any SME with an unresolved energy or telecoms complaint access to independent redress. Ombudsman Services, which handles complaints in both sectors, says the move would boost the post-Covid economic recovery by helping small and medium-sized firms survive and thrive.

Tonik Energy: advice for customers and update on complaints

A copy of an email/letter that we have sent to customers who had a complaint about Tonik Energy open with us at the time the company ceased trading on 6 October 2020.

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.

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.

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.

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.

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.

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.

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.