We can help with a range of problems related to the price of energy, however unless you think your supplier is charging more than is allowed under Ofgem’s price cap, we won’t be able to consider complaints about the actual price of energy.

For more information about the support that is available if you are struggling to pay your energy bills, we recommend visiting the Citizens Advice website or talking directly to your supplier.

Terms of reference.

Ombudsman Services terms of reference.

We have a set of rules that govern the complaints we can and cannot accept for review. We call these rules our terms of reference.

Our terms of reference are formed from different pieces of legislation, including the EU Directive on Consumer Alternative Dispute Resolution (ADR). These rules can sometimes be a bit difficult to interpret, so we have produced this guidance to assist both consumers and our participating companies understand how we work.

Independent Assessor's terms of reference.

The Independent Assessor investigates complaints raised about the Ombudsman Services using the terms of reference given by the board.