News | Ombudsman Services

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.

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.

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.

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.

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.

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.

Ombudsman Services position on Coronavirus [COVID-19]

Our latest statement regarding the business impacts of Coronavirus.

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).