Energy Ombudsman

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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

Energy Ombudsman
P.O. Box 966
Warrington
WA4 9DF

Contact information

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Type or sector of disputes

The entity is competent for disputes in the following sectors

• Gas
• Electricity
• Heat
• Energy Networks 
• Third Party Intermediaries (Brokers)

 

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

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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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