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Energy Ombudsman

Energy Ombudsman

Article updated: Tuesday 26 May, 2009

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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

Started off in March when we rcieved a cheque for £3,814,29 from Scottish Power, with no explanation. Kept phoning them eventually found out we were mixed up with our neighbours who were changing suppliers. Got another cheque in May for £331,60 again no explanation. phoned again they said they would sort it out ,still waiting.They stopped taking my gas payments they just to electric so now we are in arrears with our gas ,we wre always in credit by over £200 every year. Weve had all the phoning and worrying all this time and they dont keep in touch ,and thats 5 months now.We are now at the end of our tether with it all, so we are contacting you to see if you can help your sincerly Mr and Mrs Wilson - Jul 9 2010 4:28PM
Mr and Mrs Wilson, falkirk stirlingshire scotland

i swiched from british gas in jan 2010. my final bill said i owe them .£830.,this is going back to 2006. i paid by direct debit until jan 2009 then by debit card online as the bill came in yet my debit at the beginning of 2009 was £7.19.i then paid £523 until oct when i switch .im now at stage 3,aahhhh - Jun 3 2010 2:03PM
david hendey, UK

I get electric from Scottish Hydro and got key meter fitted on 12th January this year. Since that date I have put in £195. I have queried this as I live in a two bedroomed flat, have no tumble drier, gas central heating. They told me that my usage is correct but I don't understand how I can use so much! Please help as I am on benefit and all my money seems to go to electric. - Feb 23 2010 4:07PM
rosie rees, elgin moray

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
Hazel Cottrell, UK

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
deborah alford, weymouth,dorset.england

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
Dennis Nash, tadley, hampshire

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
Julie Fletcher, Staindrop

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
Alex Hood, Guardbridge Scotland

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, Royston,UK

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