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energy retail association  energy supply ombudsman
customer billing
customer billing
New Code of Practice for Accurate Bills launched.

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Since 1st July 2006, a new service has been available to any household in Britain that has a dispute with their energy supplier. If the matter cannot be resolved then they can turn to a new independent body - called the Energy Supply Ombudsman – which can handle issues related to customer bills and switching energy supplier.

What is the Energy Supply Ombudsman?
It is the new independent body that resolves disputes between a customer and their energy supplier associated with billing and transfer issues. Ombudsmen are an independent and impartial means of resolving disputes outside the courts and the Energy Supply Ombudsman is Elisabeth France OBE.

Why was the Energy Supply Ombudsman set up?
Following a review of industry wide billing practice, the regulator Ofgem challenged the industry to establish a new dispute resolution scheme. The Energy Retail Association led this project on behalf of the suppliers and the Energy Supply Ombudsman represents the outcome of this work. The remit of the Ombudsman goes beyond the recommendations of Ofgem as the Energy Retail Association included issues related to switching supplier.

This initiative also forms part of our commitment to effective self-regulation as it will provide customers with a new independent body to turn to if a dispute cannot be resolved with a member supplier.

Who can use the service?
Any household that is supplied by one of the Energy Supply Ombudsman’s member companies. The member companies are British Gas, EDF Energy, npower, Powergen, ScottishPower and Scottish and Southern Energy.

How does it work?
If a customer cannot resolve a dispute with the supplier then he/she can turn to the Energy Supply Ombudsman. It is a free service and the Ombudsman’s decision is binding on the supplier.

More information?
Please see the Energy Supply Ombudsman website or call 0845 055 0760.

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