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.

Which Providers Can Ombudsman Services Help With?

Search our full list of participating companies to find out whether Ombudsman Services can help you resolve your complaint.

Which provider do you have an issue with?

Company name search

How we decide which complaints we can deal with.

We have a set of rules that govern the complaints we can and cannot accept for review. We'll use these rules to assess your complaint to see if we help.

You can take a look at the energy terms of reference (which also covers Networks) or the communications terms of reference. for more detail.

Types of complaints we can review.

We resolve complaints about all sorts of things, such as:

  • Billing.

  • Customer service.

  • Installations / delays.

  • Switching suppliers.

  • Loss of service.

  • Sales.

Browse common issues

Types of complaints we can't review.

We aim to help as many people as we can, but there are some circumstances when we will not be able to review a complaint, such as:

  • The complaint occurred before the provider signed up to our scheme.

  • A court or another independent body has already reviewed the complaint.

  • A court or another organisation is in the process of considering your complaint.

  • Your issue needs to be considered by a court, regulator or other independent body.

  • A complaint has been raised to deliberately cause inconvenience to a company.

  • A complaint with no real merit or value which has no prospect of succeeding.