What is an Ombudsman? | Communications Ombudsman
close
arrow_back_ios
close
arrow_back_ios
close
arrow_back_ios
close
arrow_back_ios
close
arrow_back_ios
close
Raise dispute
Advice for consumers

What is an Ombudsman?

  • Published Oct 24, 2024

An Ombudsman provides a free and impartial service to independently resolve disputes between suppliers and consumers when direct resolution has failed. The Energy Ombudsman and the Communications Ombudsman also report on their data, providing insight to suppliers on how they can improve their service to consumers. They also work with the regulator, Ofgem and Ofcom respectively, to help improve consumer experience and build trust across the sector.

What type of disputes can the Ombudsman handle?

There are over 20 Ombudsman schemes in the UK, all investigating disputes in different sectors.

If you’re looking to raise a dispute, then there are Ombudsman schemes that may be able to help.

The Energy Ombudsman resolve disputes with energy suppliers and brokers, and the Communications Ombudsman resolve disputes with communications providers, including broadband, mobile phones and pay TV.

Do I have to contact my supplier first?

Yes – suppliers have eight weeks to resolve your dispute. If it is not resolved in that time, or you have received a deadlock letter, which states they cannot reach an agreement with you to resolve your dispute, then you can use the Energy Ombudsman or Communications Ombudsman service to help.

How can I submit a complaint?

There are several ways to access an Ombudsman service. The Energy Ombudsman and the Communications Ombudsman accept cases via their website, email, post or telephone. They also provide additional support to consumers needing help to fully access their service including language translation, Braille, and British Sign Language.

Do I have to pay for the service?

No – the good news is Ombudsman services are completely free to use for consumers.

How do they come to a decision?

An Ombudsman is impartial and will review evidence from both the consumer and supplier/provider then decide what to do next. Once a resolution has been reached, you have 28 days to review and accept a decision. If you do, the supplier or provider then has 28 days to deliver what’s known as the ‘remedy’.

Do I have to accept the decision?

No. If you don’t receive the outcome you are looking for, you can reject the Ombudsman decision and pursue your dispute through other methods, such as through the courts. In a limited number of circumstances, you may be able to appeal the decision if new evidence has come to light since you submitted your dispute or if a material error has been made.

Should I still pay my bill if I am complaining about my supplier?

We would not recommend cancelling any direct debits or refusing to pay bills whilst the dispute is under investigation. This is to avoid any further issues developing.

Does the Ombudsman work for suppliers?

No. An Ombudsman service is independent and impartial. The Energy Ombudsman is approved by the energy regulator Ofgem, and the Communications Ombudsman is approved by communications service regulator Ofcom.

Does it work?

Good news, yes. When disputes were raised via the Energy Ombudsman and the Communications Ombudsman in 2023, 70% were upheld in favour of the consumer with a supplier or provider instructed to implement a remedy.


Ready to raise your dispute with us?