Frequently Asked Questions

I have a technical issue

Why not try our FAQs section to see if we have an answer to your question? Click here

I need additional support

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Enquiry form

You can find answers to some of the most frequently asked questions on our FAQs page. If you can't find what you are looking for, please fill out the info below and we'll get back to you as soon as possible.

All fields are required unless specified optional.

Why would you like to get in touch with us?*

Raise a dispute about my energy supplier or broker

Raise a dispute about my Heat Network

Report a technical issue

Complain about the Energy Ombudsman

I am a journalist with a press enquiry

Ask a question about your services

Something else

We value your feedback and we're always looking for ways to improve our service. We would recommend you first try to contact the person who handled your original dispute as they will likely be able to resolve your customer service complaint.

If you have contacted your case handler and your customer service complaint has not been resolved, you can escalate it to their line manager by filling in the form below.

If you would like more details about our Customer Service Complaints Procedure please click here.

If you're looking to raise a dispute with your energy supplier, the easiest way to do this is online via our website.

Click here to search for your supplier

We often get many of the same types of queries. Do any of the below help with what you are looking for?

Is it free to call your service?

What are your opening hours?

How do I get into my online account?

How do I reset my username and password?

What type of accessibility support do you offer?

If you're looking to raise a dispute with your heat network supplier, please first search for them on our website. If they are listed, please raise your dispute via the supplier page.

Click here to search for your supplier

If your supplier is not listed on our website, please complete the form below. If you know the details of your heat network supplier, please fill out the form below. Our Relationship Team will attempt to contact them on your behalf. If successful, one of our Heat Network Team members will get in touch to set up your case.

Your details

First Name*

Last Name*

Email

Telephone

Telephone

Heat Network Supplier name

Heat Network Supplier name

Supplier Contact Information

0 / Supplier Contact Information

Please let us know any contact details that will help us reach out to your supplier - this can include phone numbers, email address or registered addresses.

Address of Property on Heat Network

0 / Address of Property on Heat Network

Have you previously raised a complaint with this supplier?

Have you previously raised a complaint with this supplier?

Yes

When did you first complain to your heat network supplier?

When did you first complain to your heat network supplier?

Additional Information

0 / Additional Information

Do you require any reasonable adjustments?

0 / Do you require any reasonable adjustments?

Do you have any evidence you would like to upload?

Do you have any evidence you would like to upload?

This could include bills, contract, heat agreements. Please note this evidence would only be used to validate your Heat Supplier and not to support any complaint journey.

Do you have a case reference number?*

Yes

Case reference number*

I'd prefer to be contacted by*

Phone

How can we help? Ask us a question*

0 /

Sorry you're having technical difficulties. Please tell us where you've experienced the issue*

0 /

If you are a journalist and/or have a media enquiry, please ask your question below;*

0 /

Sorry to hear you're unhappy with our service

When did the incident occur?*

If it was longer than 6 months ago, please tell us why you didn't complain at the time? (optional)

0 / If it was longer than 6 months ago, please tell us why you didn't complain at the time? (optional)

Were you unhappy with our customer service?* (Please select)

Please provide details*

0 / Please provide details*

Did we fail to keep you updated on progress?* (Please select)

Please provide details*

0 / Please provide details*

Do you feel we caused any unnecessary delays?* (Please select)

Please provide details*

0 / Please provide details*

Did we manage your expectations of the process?* (Please select)

Please provide details (optional)

0 / Please provide details (optional)

Did you experience other problems? If so please provide as much detail as possible (optional)

0 / Did you experience other problems? If so please provide as much detail as possible (optional)

How could we put things right for you? (optional)

0 / How could we put things right for you? (optional)

Privacy

We value your privacy and that’s why we take our data monitoring seriously.

Please tick to confirm you have read and agreed with our privacy policy.

Please tick to confirm you have read and agreed with our privacy policy.

You can also contact us via:

0330 440 1624
Energy Ombudsman
P.O. Box 966
Warrington WA4 9DF
enquiry@energyombudsman.org

Phone lines are open Monday to Friday 8am until 6pm. We are closed on Weekends and Bank Holidays.

03 numbers, introduced by Ofcom, are an alternative to chargeable 08 numbers such as 0845. Calls to 03 numbers cost the same as, or less than, calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount package. These rules apply to calls from any type of line including mobile, fixed line or payphone.

Contact us

If you currently have an active case with us, please speak to your Dispute Resolution Executive directly

Frequently Asked Questions

I have a technical issue

I need additional support

Enquiry form

Your details

Sorry to hear you're unhappy with our service

Privacy

You can also contact us via: