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

 Our service has received approval from the UK gas and electricity regulator, Ofgem, as a statutory redress scheme in the energy sector.

If you have a problem sorting out a complaint with a gas or electricity company (an energy company), we may be able to help. The service is free and independent. The Ombudsman is the person who decides what action should be taken when you and a gas or electricity company can't agree. Our job is to investigate complaints fairly. We listen to both sides of the story and look at the facts.

This website will tell you what we do and how to use our Service.  If it doesn’t give you the information you are looking for, please contact us.

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 by clicking here.

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.