How we operate.

We know complaining isn’t easy, but we want to make sure it’s fair. We put people at the heart of our service.

We’re approachable, helpful and a human voice for consumers. We are the people that consumers and small businesses can turn to for impartial advice and a solution that’s fair.

Energy

We’re approved by Ofgem - the UK gas and electricity regulator - to independently handle disputes between consumers and energy suppliers. We have more than 450 energy providers signed up to our scheme.

Find out more

Communications

We’re approved by Ofcom - the UK communications regulator - to independently handle disputes between consumers and communications providers who are signed up to our scheme. We have more than 1450 communications providers signed up to our scheme.

Find out more

Other sectors

  • Copyright
  • Home Improvement
  • Really Moving
  • UK Finance (Invoice Finance and Asset Based Lending)

We’re approved to review complaints across a range of sectors

Find out more

We resolve complaints about all sorts of things:

  1. Billing.
  2. Customer service.
  3. Installations/delays.
  4. Switching suppliers.
  5. Loss of service.
  6. Sales.

How we’re funded

Ombudsman Services is free to consumers. We are funded by the fee a company that is signed up to our scheme pays to have each complaint reviewed. This covers the cost of us handling the case. This has no bearing on our decisions.

Matt Vickers, Chief Executive - Ombudsman Services.

How we make decisions

  1. We look at the complaint raised and the evidence submitted by both parties.
  2. We consider your Consumer Rights.
  3. We review the evidence against relevant legislation and expected industry practice.
  4. We make our decision;
  5. And recommend what can be done to put things right.