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.

What Types of Problems Can Ombudsman Services Help With?

We can help you resolve complaints relating to billing, customer service, installation issues and more. Find out about the common issues we can help with here.

Billing & payments.

This could include: disputed account balances, billing delays or Direct Debit issues.

Billing problems

Customer Service.

This could include: quality of customer service or failure to action requests.

Customer service problems

Installation & Delays.

This could include: meter not recording accurately, faulty equipment or installation errors.

Installation problems

Switching suppliers.

This could include: transfer errors, contract cancellation or early termination fee.

Switching problems

Loss of service.

This could include: intermittent fault, loss of service or download speeds.

Loss of service problems


This could include: mis-selling, contract renewals or renewal terms.

Sales problems

Why use our services.

We base or decision solely on the evidence submitted by both parties. Our decisions are binding on the company and are enforceable in court.

How it works

What can you expect from a resolution:

  • An apology.
  • An explanation of what went wrong.
  • A practical action to correct the problem.
  • A financial award (subject to a limit).
  • Recommendations to the company to avoid similar problems happening again.

We work in these sectors.

Find out about making a complaint about an energy supplier.

Energy sector

Find out about making a complaint about a communications provider.

Communications sector

We also work in other sectors to resolve complaints.

Other sectors