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.

Accessibility.

Here at Ombudsman Services we are committed to treating everybody with fairness and respect. We want our services to be accessible for everyone, so have worked hard in removing barriers that people may face. We understand everyone has unique circumstances and sometimes people need us to do things differently for them to ensure they can get the best service from us, which is why we believe it is important that we make our services easy to access.

We encourage you to share with us any details of your personal circumstances, or additional support needs, to enable us to support you during your case. By understanding our consumers better, we can flex what we do to their circumstances. We want you to know that any information you provide to us is treated with care and kept strictly confidential in line with our privacy policy.

To help navigate you through this next section, to help make it clear what we can provide in helping you to access our services fully we have broken it down into different areas:

How to contact us

If you need to contact us to request access to any of the services below, require support or need to report any accessibility issues, you can do this over the phone, online or in writing.

  • Phone: Energy: 0330 440 1624 or Communications: 0330 440 1614 – one of our team will be on hand to support
  • Email: FormatThis@Ombudsman-Services.org – for any accessibility requests or issues that you would like to report
  • Postal address: – Ombudsman Services, Daresbury Park, 3300, Warrington WA4 4HS

How to escalate your complaint

  • We want you to know that you can contact us over the phone, to submit your supplier complaint and a member of the team will fill the details in on the system and submit this for you
  • You can rase your supplier complaint through our website
  • And you can also raise your case through email and post
  • You can raise your complaint in another language other than English

Alternative communication methods

  • Braille
  • Sign Language
  • Audio or verbal communication only
  • Written/email communication only
  • Request for an advocate or third party to help you with your complaint
  • We offer translations services in a several languages

Process alterations

  • We will provide 1:1 support throughout your journey with us
  • Ongoing review of your circumstances
  • Can make alterations to our standard processes and procedures
  • We can allow additional time to respond to any requests/communication
  • Calls at specific times of day
  • We can refer/signpost you to a third-party agency for support that we are unable to provide

Translation services

We provide translations services to help access our services in several languages. You can also submit your complaint in a language other than English. Right now, we have a limited selection of languages we can interpret in over the phone, we are however in the process of reviewing this. Please pay careful attention to the translation options available as they vary between each service. At the moment it can take us 2-3 business days to implement this service.

Please see our Requesting translation services (December 2022) guidance for a list of all languages we can translate or interpret into.

If you need support to access our services, submit a complaint or to communicate with us in another language please contact FormatThis@Ombudsman-Services.org or call in to a member of our team on;

  • Energy: 0330 440 1624
  • Communications: 0330 440 1614

Visual impairment

We can communicate or provide documents in alternative formats such as large print, coloured paper, audio or braille.

If you need help in accessing our services and you have a visual impairment, please call us on Energy 0330 440 1624 or Communications 0330 440 1614 and a member of our team will support you through your complaint journey and any alterations you need. Or you can email us at FormatThis@Ombudsman-Services.org.

Hearing impairment

If you have a hearing impairment and require support, we offer sign language interpreter. Details below explain how you can access this.

If you prefer not to use this service you can at any stage nominate a third party to speak on your behalf.

Contact us using a sign language interpreter

British Sign Language users can contact us using a sign language interpreter, through InterpretersLive, click here for more information.

  • InterpretersLive is available from 8am until midnight, seven days a week. Outside of these hours, we can provide pre-bookable video interpreting with 30 minutes notice. If you leave your contact details in a video message, we will contact you to rearrange the call.
  • If an interpreter is not immediately available, you can hold or retry the call later.

Video: User guide for InterpretersLive! service

Website Accessibility

We understand that having a disability can affect the way people take in and understand information. We have carefully considered the design of our website and content with this in mind.

Our website meets all priority two requirements of the W3C Web Content Accessibility Guidelines 2.1 (WCAG 2.1). This used to be called Level AA compliance.

We’ve designed our website to be completely responsive so that is caters to the needs of consumers who may need a more accessible online experience.

We’ve thought about the following:

  • People who can't see very well: The colours and the contrast between them; the size of text and the choice of fonts.
  • People who are blind: How a screen reader interprets the content on our pages.
  • People who can't hear very well: How any audio content is represented visually.
  • People who find a keyboard or mouse hard to use: The ease with which someone can find their way to parts of the page.
  • People who find words difficult: The length of sentences and paragraphs and the words we use. The fonts and size of text. The chance to have text read out loud.

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