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ADR Approved Bodies

Ombudsman Services Energy

Ombudsman Services Energy

We’re approved by Ofgem - the UK gas and electricity regulator - to independently handle disputes between consumers and energy suppliers.

Please click here for a list of providers that are part of our scheme.

 

Contact details

Address

3300 Daresbury Park
Warrington
Cheshire
WA4 4HS.

Contact information

Phone: 0330 440 1624

Type or sector of disputes

The entity is competent for disputes in the following sectors

  •         Energy and Water
  • Electricity
  • Gas

 

The entity is competent for disputes against traders established in

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Portugal
  •  Romania
    • Nord-Vest
    • Centru
    • Nord-Est
    • Sud-Est
    • Sud - Muntenia
    • Bucureşti - Ilfov
    • Sud-Vest Oltenia
    • Vest
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • United Kingdom

Procedure

Fees

  • No fees have to be paid by the consumer
  • Fees have to be paid by the trader
  • Variable fee
  • Traders fees range up to £650 per case

 

  • Language(s)

The entity is handling the procedure in the following languages:

  • Bulgarian
  • Croatian
  • Czech
  • Danish
  • Dutch
  • English
  • Estonian
  • French
  • German
  • Greek
  • Hungarian
  • Icelandic
  • Italian
  • Latvian
  • Lithuanian
  • Maltese
  • Norwegian
  • Polish
  • Portuguese
  • Romanian
  • Slovak
  • Slovenian
  • Spanish

Average length of the procedure (in days or months)

  • The procedure has an average length of 42 days

Conduct of the procedure

  • The procedure is done: in writing , orally
  • The entity does not require the physical presence of the parties and/or of their representative

Outcome of the procedure

  • The procedure is binding upon agreement by one or both parties

 

Grounds for refusal

  • The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
  • The dispute is frivolous or vexatious
  • The complaint is being or has previously been considered by another dispute resolution body or by a court
  • The consumer has not submitted the complaint to the dispute resolution body within the required time limit
  • Dealing with the dispute will seriously affect the functioning of the dispute resolution body

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