We anonymise and publish every case that we investigate and close  

The Energy Ombudsman publishes the cases it handles, following the Ombudsman' s final decision, after the case is closed.

The Ombudsman investigates and, taking into consideration the views of the complainant and the energy company, proposes a remedy and makes a decision on how to resolve the complaint. The case closes in two situations:

• when the complainant has accept the Ombudsman's final decision and received, from the company, all of the items set out in the remedy;
• if the complainant rejects the Ombudsman's final decision, and no further action is required from the company.

The following Case Study Bulletins explain the types of complaints the Ombudsman investigated and the final decisions the Ombudsman made following the investigation.

The following cases have been investigated and closed. Click on the bulletin below to view the summaries.

You can quickly search the documents for keywords by holding down the control (Ctrl) and F key.

Closed Cases 2008

Bulletin 1      Bulletin 11     Bulletin 21

Bulletin 2      Bulletin 12

Bulletin 3      Bulletin 13

Bulletin 4      Bulletin 14

Bulletin 5      Bulletin 15

Bulletin 6      Bulletin 16

Bulletin 7      Bulletin 17

Bulletin 8      Bulletin 18

Bulletin 9      Bulletin 19

Bulletin 10    Bulletin 20

Closed Cases 2007

Bulletin 1          Bulletin 11      Bulletin 21     Bulletin 31

Bulletin 2          Bulletin 12      Bulletin 22     Bulletin 32

Bulletin 3          Bulletin 13      Bulletin 23

Bulletin 4          Bulletin 14      Bulletin 24

Bulletin 5          Bulletin 15      Bulletin 25

Bulletin 6          Bulletin 16      Bulletin 26

Bulletin 7          Bulletin 17      Bulletin 27

Bulletin 8          Bulletin 18      Bulletin 28

Bulletin 9          Bulletin 19      Bulletin 29

Bulletin 10        Bulletin 20      Bulletin 30

The following cases have been resolved by informal mediation

When the Energy Ombudsman accepts a case for investigation, we ask the energy company to send to us any information it has which relates to the complaint.  If the energy company receives this request and notices that the problem is one that it could resolve quickly, without the need for a full investigation, it may request a final opportunity to resolve the complaint directly with the complainant.  

An example of this is where an energy company has lost the complaint within its processes.  If the complainant agrees to this, the energy company may contact the complainant with its final offer.  The Ombudsman will then write to both parties to confirm that the complainant has both received the proposed resolution and accepts it as full and final closure to the complaint. If the complainant is satisfied, the case is closed.

Click on the Bulletins below to view the summaries.

Bulletin 1