We are an independent organisation. It is our job to sort out complaints fairly and quickly.  We’ll decide as soon as possible whether your complaint is within our terms of reference and whether we can deal with it.  Then we’ll let you know.

If we can accept your complaint, and you agree that we should do so, we’ll ask the company you are complaining about for information about what’s happened so far.

How long it takes us to come up with a solution depends on how complicated the complaint is, and how quickly we can get to the facts. To help us with this, you should send us copies of all the information about your case when you return the signed complaint form. We cannot return any original documents you send us. During the investigation process you will only hear from us if we need more information.

When we have reached a decision, we will write to you with our Provisional Conclusion.  If you the energy company accept this as a settlement of the dispute, it will become the final decision and the energy company must put in place any remedy that is called for.

At this time, you or the energy company can give us more information about the complaint, for example, you may feel that we have made a significant error in fact or there may be important new evidence which could have a material effect on our decision.  Any comments we receive will be passed to the Ombudsman to take into account when making the final decision.

When we have finished this process, we will send you and the energy company a copy of the final decision.
 
Sorting it out informally

Sometimes, we’ll try to find an informal solution that will bring the matter to a close. For example, if, when we ask for your file, the energy company tells us that they could do more to settle your complaint, without us needing to investigate, we may agree to give them the opportunity to do this.  We then check if you are happy with the solution offered. 

Formal decision

If an informal approach doesn’t work, we will look at all the information on your case and decide whether your complaint is one that we can help with. We will also consider whether the energy company must take any action to put things right for you and will make a formal, independent decision on the case.

Letting you know

Whatever the outcome, we’ll write to you to let you know the decision.

 For advice on what to do if you are unhappy with the Energy Ombudsman, see our Service Standards section of this menu.