OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are: SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

OMBUDSMAN SERVICES

Please sign in. Email. Password FAQS ABOUT THE COMPLAINTS PROCESS For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. PARKING ON PRIVATE LAND APPEALS COMPLAINTS The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are: SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

OMBUDSMAN SERVICES

Please sign in. Email. Password FAQS ABOUT THE COMPLAINTS PROCESS For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. PARKING ON PRIVATE LAND APPEALS COMPLAINTS The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. WHAT IS AN OMBUDSMAN? Ombudsman Services are here to resolve complaints about energy and communications providers in the UK. We’re not a watchdog or a regulator so we're not here to punish anyone. Our aim is to put consumers back into the position they were in before the issue occurred. We review the evidence from both parties to find a fair

resolution.

CAREERS AT OMBUDSMAN SERVICES Who are we? Ombudsman Services (OS) covers the energy, communications and private parking sectors resolving over 150,000 complaints and appeals each year. With more than 400 colleagues and annual revenue of over £25m, OS is the largest multi-sector ombudsman in the UK. Read more. OS is a purpose-led not-for-profit business with a mission to build trust and confidence by ensuring that CUSTOMER RELATIONS FORM The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

BARCLAYS COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Barclays: we can't review your complaint as we don't operate in the financial sector. You're looking for the Financial Ombudsman Service (FOS), who handle complaints in that sector. You can contact them on 0800 023 4567 or online via the link below. Continue your complaint.

Home.

VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

TECHNICAL SUPPORT

For energy complaints, call 0330 440 1624. For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to

OMBUDSMAN SERVICES

Welcome, let's get started. Please sign up to our service below. Email. Confirm email. Password. 8 characters minimum. One uppercase character. One lowercase character. One special character. THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are: INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

OMBUDSMAN SERVICES

Please sign in. Email. Password CUSTOMER RELATIONS FORM The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

BARCLAYS COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Barclays: we can't review your complaint as we don't operate in the financial sector. You're looking for the Financial Ombudsman Service (FOS), who handle complaints in that sector. You can contact them on 0800 023 4567 or online via the link below. Continue your complaint.

Home.

VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are: INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

OMBUDSMAN SERVICES

Please sign in. Email. Password CUSTOMER RELATIONS FORM The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

BARCLAYS COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Barclays: we can't review your complaint as we don't operate in the financial sector. You're looking for the Financial Ombudsman Service (FOS), who handle complaints in that sector. You can contact them on 0800 023 4567 or online via the link below. Continue your complaint.

Home.

VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and CAREERS AT OMBUDSMAN SERVICES Who are we? Ombudsman Services (OS) covers the energy, communications and private parking sectors resolving over 150,000 complaints and appeals each year. With more than 400 colleagues and annual revenue of over £25m, OS is the largest multi-sector ombudsman in the UK. Read more. OS is a purpose-led not-for-profit business with a mission to build trust and confidence by ensuring that FAQS ABOUT THE COMPLAINTS PROCESS For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. OMBUDSMAN VS ALTERNATIVE DISPUTE RESOLUTION The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

TECHNICAL SUPPORT

For energy complaints, call 0330 440 1624. For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

ENERGY COMPLAINTS DATA Energy sector summary - Q3 2019. British Gas - Q3 2019. Co-Op Energy - Q3 2019. EDF Energy - Q3 2019. E.On - Q3 2019. npower - Q3 2019. Ovo - Q3 2019. Scottish Power - OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are:

OMBUDSMAN SERVICES

Please sign in. Email. Password SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. PARKING ON PRIVATE LAND APPEALS COMPLAINTS The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are:

OMBUDSMAN SERVICES

Please sign in. Email. Password SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. PARKING ON PRIVATE LAND APPEALS COMPLAINTS The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

WHAT IS AN OMBUDSMAN? Ombudsman Services are here to resolve complaints about energy and communications providers in the UK. We’re not a watchdog or a regulator so we're not here to punish anyone. Our aim is to put consumers back into the position they were in before the issue occurred. We review the evidence from both parties to find a fair

resolution.

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers.

HOW CAN WE HELP?

How can we help? | Ombudsman Services. Return to homepage. The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these challenging times. FAQS ABOUT THE COMPLAINTS PROCESS For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. BARCLAYS COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Barclays: we can't review your complaint as we don't operate in the financial sector. You're looking for the Financial Ombudsman Service (FOS), who handle complaints in that sector. You can contact them on 0800 023 4567 or online via the link below. Continue your complaint.

Home.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

TECHNICAL SUPPORT

For energy complaints, call 0330 440 1624. For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are:

OMBUDSMAN SERVICES

Please sign in. Email. Password SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. PARKING ON PRIVATE LAND APPEALS COMPLAINTS The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are:

OMBUDSMAN SERVICES

Please sign in. Email. Password SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. PARKING ON PRIVATE LAND APPEALS COMPLAINTS The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

WHAT IS AN OMBUDSMAN? Ombudsman Services are here to resolve complaints about energy and communications providers in the UK. We’re not a watchdog or a regulator so we're not here to punish anyone. Our aim is to put consumers back into the position they were in before the issue occurred. We review the evidence from both parties to find a fair

resolution.

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers.

HOW CAN WE HELP?

How can we help? | Ombudsman Services. Return to homepage. The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these challenging times. FAQS ABOUT THE COMPLAINTS PROCESS For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. BARCLAYS COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Barclays: we can't review your complaint as we don't operate in the financial sector. You're looking for the Financial Ombudsman Service (FOS), who handle complaints in that sector. You can contact them on 0800 023 4567 or online via the link below. Continue your complaint.

Home.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

TECHNICAL SUPPORT

For energy complaints, call 0330 440 1624. For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are:

OMBUDSMAN SERVICES

Please sign in. Email. Password SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. PARKING ON PRIVATE LAND APPEALS COMPLAINTS The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

OMBUDSMAN SERVICES: HERE TO HELP YOU RESOLVE YOURHOW IT WORKSTHE COMPLAINTS PROCESSENERGY COMPLAINTSCOMMUNICATIONS COMPLAINTSSECTORS Before you can submit a complaint to us you should have: Logged a formal complaint with your provider. Worked with your provider to resolve the complaint. Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints

about SSE).

CONTACT US | OMBUDSMAN SERVICES Contact Ombudsman Services. Need to speak to us or want to pop something in the post? Phone lines are open Monday to Friday 8am until

8pm and Saturday

OMBUDSMAN SERVICES

Ombudsman Service are here to investigate and, if possible, decide on a resolution to your dispute. In order to give us the best chance of delivering a fair and reasonable decision we now need to ask you a series of questions. Please have all correspondence, records, notes and a history of your complaint ready - the more information and ENERGY OMBUDSMAN: HERE TO HELP WITH GAS & ELECTRICITY Ombudsman Services has been appointed as an ombudsman and investigation service for the Heat Trust Scheme. Our job is to help resolve complaints about District Heating providers, who are part of the Heat Trust scheme, if they’re unable or unwilling to help if something goes wrong. They are:

OMBUDSMAN SERVICES

Please sign in. Email. Password SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers. PARKING ON PRIVATE LAND APPEALS COMPLAINTS The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these

challenging times.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

SALES COMPLAINT? OMBUDSMAN SERVICES CAN HELP Sales complaints in the communications sector. If you feel you have a complaint about the sales process for your mobile phone, broadband or tv provider we may be able to help. We are approved by Ofcom to independently handle disputes between consumers and communications

providers who are

WHAT IS AN OMBUDSMAN? Ombudsman Services are here to resolve complaints about energy and communications providers in the UK. We’re not a watchdog or a regulator so we're not here to punish anyone. Our aim is to put consumers back into the position they were in before the issue occurred. We review the evidence from both parties to find a fair

resolution.

INSTALLATION COMPLAINT? OMBUDSMAN SERVICES CAN HELP Installation and delays complaints in the energy sector. If you have an unresolved installation and delays complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers.

HOW CAN WE HELP?

How can we help? | Ombudsman Services. Return to homepage. The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these challenging times. FAQS ABOUT THE COMPLAINTS PROCESS For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. VIRGIN MEDIA COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Virgin Media isn’t signed up to our scheme, so we can’t review your complaint. You can contact the Communication and Internet Adjudication Scheme (CISAS) who will be able to help. Call 020 7520 3827 or email cisas@cedr.com. Visit the CISAS website. Home. BARCLAYS COMPLAINTS OMBUDSMAN: SEE IF WE CAN HELP Barclays: we can't review your complaint as we don't operate in the financial sector. You're looking for the Financial Ombudsman Service (FOS), who handle complaints in that sector. You can contact them on 0800 023 4567 or online via the link below. Continue your complaint.

Home.

TIME AND TROUBLE AWARD No. Time and trouble awards are not penalties – we require them by way of an apology for the distress and/or inconvenience that the customer has experienced. As we explain here, Ombudsman Services is not a regulator and we aren’t here to punish businesses or issue

fines.

TECHNICAL SUPPORT

For energy complaints, call 0330 440 1624. For communications complaints, call 0330 440 1614. Phone lines are open Monday to Friday 8am until 8pm and Saturday 9am until 1pm. We are closed on Sunday and Bank Holidays. 03 numbers, introduced by Ofcom, are an alternative to THREE MOBILE CHOOSES OMBUDSMAN SERVICES FOR DISPUTE Mobile network operator Three has made Ombudsman Services its third-party alternative dispute resolution (ADR) provider for a further two years, following a competitive tender process. The agreement means that Ombudsman Services: Communications will continue to independently handle and investigate unresolved complaints made by

Three customers.

Return to homepage

*

How it works

How it works

The complaints process

Know your rights

Complaint outcomes

*

Can I Complain?

Can I Complain?

Search for your provider Problems we can help with

Energy complaints

Communications complaints

Sectors

*

About us

About us

What is an ombudsman?

How we operate

How we're regulated

Our mission

* Help

*

Sign In

* Complain now

The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these challenging times. You should Contact Us

as soon as

possible if your personal circumstances have changed or your services

have been impacted.

COMPLAINING ISN'T EASY. WE MAKE SURE IT'S FAIR. If you have an unresolved complaint with your energy or communications provider, we may be able to help. HELLO, WE'RE OMBUDSMAN SERVICES. We resolve disputes between consumers and companies that are signed up to our scheme. Our service is free, impartial and simple to use.

About us

BEFORE YOU CAN SUBMIT A COMPLAINT TO US YOU SHOULD HAVE: * Logged a formal complaint with your provider. * Worked with your provider to resolve the complaint. * Received a deadlock letter or not received a satisfactory resolution after 8 weeks (6 weeks for energy complaints about SSE). * Gathered any evidence you have. Done, I'm ready to complain WHEN CAN I COMPLAIN TO OMBUDSMAN SERVICES?

HOW IT WORKS.

There are a few things you need to do before submitting a complaint about your energy or communications provider. 1 COMPLAIN TO YOUR PROVIDER. When you first notice the issue, you should contact your provider to log a formal complaint. 2 WORK WITH YOUR PROVIDER. Hopefully your provider will be able to fix the problem. If not, it's always good to chase to check that the provider is still dealing with the complaint. Send a follow up email or letter and keep a record. 3 ESCALATE THE COMPLAINT TO US If the provider is unwilling to resolve the complaint, they should send you a deadlock letter referring you to us. If not, you can still escalate the complaint to us if it's unresolved after 8 weeks (6 weeks for energy complaints about SSE). 4 WE'LL HELP RESOLVE THE COMPLAINT We'll pass the details to your provider and they might resolve the issue at this stage. If not we'll review the evidence to find a fair

resolution.

WHY USE OUR SERVICES. We base our decision on the evidence submitted by both parties . If you choose to accept our final resolution your supplier has 28 days to comply. Our resolutions are enforceable in court.

How it works

WHAT COULD YOU EXPECT FROM A RESOLUTION:

* An apology.

* An explanation of what went wrong. * A practical action to correct the problem. * A financial award (subject to a limit). * Recommendations to the company to avoid similar problems happening

again.

WE WORK TO MAKE SERVICES BETTER SO THAT COMPLAINTS BECOME FEWER. In 2017 we resolved 91,678 complaints across 500 companies in the energy and communications sector. 91,678 COMPLAINTS RESOLVED IN 2017.

READY TO COMPLAIN?

Start by checking if your supplier is signed up to our scheme. Start your complaint We use cookies to give you the best experience. By continuing to use our website, you are consenting to the use of cookies as set out in our policy. Find out more

Accept

INFORMATION

* Accessibility

* Privacy policy

* Cookie settings

* Copyright

* Terms of reference

* Annual reports

ABOUT US

* Media enquiries

* News

* Contact Us

* Unhappy with our service

* FAQs

* Partners

WORKING AT OMBUDSMAN

* Careers

* Gender pay report

*

SOCIAL

* Ombudsman Services Facebook * Ombudsman Services Linkedin * Ombudsman Services Twitter * Ombudsman Services YouTube

Return to homepage

The Ombudsman Service Limited. Registered office: 3300 Daresbury Park, Warrington, Cheshire, WA4 4HS. Registered in England & Wales. No.

4351294