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Energy Ombudsman
Article updated: Tuesday 26 May, 2009
If you’re having problems with your energy supplier that cannot be solved directly with your provider, the Energy Ombudsman (www.energy-ombudsman.org.uk) - an independent body that resolves disputes between customers and their energy companies - might be able to help.
The Energy Ombudsman can deal with complaints about bills for your gas and electricity services, complaints about a supplier’s sales activity or about problems when changing your energy provider.
You can only refer your complaint to the Ombudsman if you have tried to resolve it with your energy provider but have received a “deadlock letter” or eight weeks have passed since you first made your complaint to your provider.
Then, if the Ombudsman decides to make an award, and you accept it, your supplier has to abide by the decision. The Ombudsman can ask your supplier to provide any or all of the following:
- A service or some practical action that will benefit you
- An apology or explanation
- A financial award up to £5,000
All of the UK’s major energy providers are members of the Ombudsman, which means that they have to oblige by any decision that it makes regarding your complaint.
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Comments
Hi Deborah,
I'm sorry to hear about your situation - it sounds awful.
For help you'll need to contact the Energy Ombudsman directly.
You can call them on 0330 440 1624 or 01925 530 263
Hope you manage to get things sorted out. - Dec 1 2009 9:05AM
I'm sorry to hear about your situation - it sounds awful.
For help you'll need to contact the Energy Ombudsman directly.
You can call them on 0330 440 1624 or 01925 530 263
Hope you manage to get things sorted out. - Dec 1 2009 9:05AM
please help,im being threatend by scottish power,they keep harrassing me,saying i owe them money for my electricity,although im with EDF,and on a PREPAID METER,this has been going on for mths now,and it is making me quiet ill.ive tried c.a.b.an consumer direct,they both agree,that i cant possible owe them money.the whole time i was supposed to be with them,i was useing my EDF key to pay for my electric.PLEASE HELP. - Nov 30 2009 7:05PM
Paid for electric to be conected back in May for our new office (before the gound had been dug) still no main connection to the building as they seem to have problems with wayleaves, ring them everyday so see whats happening, as problems don't seem to be moving or getting attention even though we are urgent, they say there too busy to look into it. Our building is now complete but getting damp as plaster can dry properly, seem to beating our heads against the wall. But they were happy to take our money. PLEASE HELP! - Nov 19 2009 9:44AM
Please could you help me I returned to British Gas in August 2008 paying £50 per month for my gas,in March they dropped my payments to £45 per month I have now had a bill in for £455-01 the bill does`nt make sense,the gas are saying nothing was taken from my account in Sep,Oct,Nov but they reduce my payments in March. - Sep 6 2009 11:37AM
Please could you help me. I am tring to find out about the suitability of a company called "Utility Warehouse" What I have seen in an imforation leaflet appears to be good, but I would like to know more, before changing my Gas & Electric over to them, any feed back would be appreciated. W K Roe (Mr) - Jul 31 2009 9:03AM
I am with Scottish Hydro Electric as my electricity provider. I have a "key" system which means I have to go into a shop and put money on the key, bring it back to the flat and insert the key which loads the value into the meter. Scottish Hydro have sent me a NOTICE OF ELECTRICITY DISCONNECTION for an overdue amount of £52.12. I contacted them some weeks ago when the SECOND letter they sent reached me. The first never arrived. I stated that it was impossible for me to owe the amount due to the fact it was a "key" metering system and this was paid to the shop. The representative said he would "sort it out". But No, I now have this notice hanging over my head causing much stress. Can you help PLEASE? - Jul 19 2009 2:38PM
To keep it short we have just been told our monthly payments are going up from £69 to £189 to cover an outstanding balance of £800,can they do this.After talking to them they now say if we pay them £140 a month for 20 months that will cover this how ever should they be letting people get this much in debt.
David Smith - Jul 15 2009 11:01PM
David Smith - Jul 15 2009 11:01PM
Two years ago , following an issue with an erronous bill , we were advised by British Gas electricity to come off of the Economy 7 tarrif because it "didn't suit us". We then used our heaviest appliances at any time of day. Two years on we found out that they didn't remove us from the E7 tarriff and that we have wasted over £1300 in peak rate electricity. I have complained and they have ignored me. They will not issue a letter of their final postion , which I beleive you need to proceed. What can I do now ? - Jul 2 2009 11:47AM
i have been with eon energy for four years and at the start i was given a capped price on duel fuel,yes it was higher than normal but i was ok with that and i was told by eon this capped price will always remain on my account as long as i stay with them unless i change it.last year when the rates of duel fuel shot up by two thirds i have found myself paying these rates.i have discussed this with various advisors at eon who just fob me off all the time,i am in a quandry.can u advise me please what to do as my bill is now approx £1300.00 at this present moment and they r pressurising me too pay in full..............idiots - Jun 26 2009 11:53PM
Dear Sirs,
Last year for this winter quarter we were paying npower approx £70 per month. We switched to British Gas and had a new boiler installed although our old boiler was working fine but British Gas told us that by putting in a new boiler we could reduce our bills by up to £600 per annum. We also had new loft insulation installed under the Warm Front scheme for people on benefits. We only use gas for heating, water, and cooking. We only have the heating on for 3 hrs in the morning and 3 hrs in the evening and we set the thermostat at 17 degrees. We have double glazing. There are only two of us in the house and we live in a small 2 1/2 bedroomed house.
This quarter our gas bill was over £130 per month - nearly double what we were paying before. What could have happened? We are on Disability Living Allowance and Carers Allowance and cannot really afford to pay this enormous increase. We just do not know what to do! Can you offer any advice or help?
Andrea Salmon - Mar 8 2009 4:37PM
Last year for this winter quarter we were paying npower approx £70 per month. We switched to British Gas and had a new boiler installed although our old boiler was working fine but British Gas told us that by putting in a new boiler we could reduce our bills by up to £600 per annum. We also had new loft insulation installed under the Warm Front scheme for people on benefits. We only use gas for heating, water, and cooking. We only have the heating on for 3 hrs in the morning and 3 hrs in the evening and we set the thermostat at 17 degrees. We have double glazing. There are only two of us in the house and we live in a small 2 1/2 bedroomed house.
This quarter our gas bill was over £130 per month - nearly double what we were paying before. What could have happened? We are on Disability Living Allowance and Carers Allowance and cannot really afford to pay this enormous increase. We just do not know what to do! Can you offer any advice or help?
Andrea Salmon - Mar 8 2009 4:37PM