Comment on Ofgem's Iresa announcement

by Ombudsman Services | Mar 27, 2018

This morning, Ofgem announced that it has banned Iresa from taking on new customers, increasing existing customers’ direct debits and asking them for one-off payments for up to three months until it resolves customer service issues. The full announcement from Ofgem is available here

Commenting on the announcement, Lewis Shand Smith, Chief Ombudsman at Ombudsman Services, said: 

"As the sole Energy Ombudsman, we are in the privileged position of being able to take a 360-degree view of the energy sector, which allows us to identify companies who are struggling to manage customer complaints. 

“With the number of complaints about Iresa growing over the last 12 months, we have been helping it improve its processes, as we would with any struggling company, and actively reported the issues to the regulator, Ofgem. As complaints have continued to increase, Ofgem has had to take action to address the issues being experienced by customers across the country. 

“We will continue to support Iresa with its efforts to improve customer service and reduce consumer detriment throughout its three month trading ban, but anyone who has experienced an issue should try to be patient. If you have a complaint with Iresa that has not been resolved after eight weeks, you can bring your complaint to us and we’ll review your case for free.”