We are in the process of developing a new website that will encompass all of Ombudsman Services' brands. During this transition period there may be inaccuracies on our existing websites. If you are unsure of anything please contact us.  

We are the Energy Ombudsman, the service set up to sort out disagreements between gas and electricity companies (energy companies) and their domestic and small business customers.

You can use our service if you're a domestic (household) or a small business customer.

Our FAQ section will tell you more about what a small business customer is.

If you have a problem sorting out a complaint with an energy company we may be able to help.

Our Enquiry Team is receiving high volumes of contacts at present.  We apologise for any inconvenience caused.  You may find it useful to check the FAQ section of this website for further information before contacting the service

If the company that you want to complain about is a member of the Energy Ombudsman and we accept your complaint we will:

• provide you with a free and independent service that has been approved by the UK regulator Ofgem as a statutory redress scheme;
• investigate your complaints fairly by listening to both sides of the story and looking at the facts;
• provide you with a resolution to your complaint, and if you accept our resolution;
• make sure that the company does what we have asked for in our final decision.

Like any service, there are rules about when we can and cannot accept your complaint, and rules about the types of complaints that we can look at. This website will tell you what we do and how to use Energy Ombudsman's service.

We hope our  website will give you all the information you are looking for, but please contact us if you need more details.

Code of practice for accurate billing

The Energy Retail Association has produced a code of practice for its members. This gives some rules about the way energy companies bill their customers. You can find out more information about this on the Energy Retail Association's website.

Complaints about Direct Debits

We will be unable to consider a complaint about the way an energy company has handled a Direct Debit unless you have already complained to the company and followed its complaints procedure.

The Energy Ombudsman is run by The Ombudsman Service Ltd (Ombudsman Services).