Energy Ombudsman publishes third annual Broker Report

Energy Ombudsman has published the annual Broker Report, sharing data and insights from the third year of its Alternative Dispute Resolution (ADR) scheme for energy brokers. It highlights continued development of the scheme, with improvements in key areas such as signposting and the timely implementation of remedies, alongside a stabilisation in complaint volumes.

Key findings from the report include:

• 1,952 brokers registered with the scheme by the end of 2025

• 980 cases accepted during the reporting period

• 79% of remedies implemented on time, up 16% on the previous reporting period

• Increased signposting to Energy Ombudsman by brokers, up 32% year-on-year

The report also highlights improvements in how the scheme is operating in practice, alongside areas where further consistency and clarity are needed, particularly in communication with consumers.

Ed Dodman, Chief Ombudsman at Energy Ombudsman, said: “The third year of the scheme provides a clearer picture of how the broker market is developing. It’s encouraging to see improvements in areas such as signposting and the timely implementation of remedies, alongside continued engagement from brokers across the scheme. Our casework also highlights where greater clarity and consistency are needed, particularly in how services are explained. Addressing this will help reduce disputes and support better outcomes. 

"As the sector continues to evolve, access to fair and independent dispute resolution remains an important part of maintaining confidence and supporting trust across the market, and we welcome and support the role of regulation in this space. We will continue to work closely with Ofgem and DESNZ to drive consistency and improve outcomes for consumers.”

Providing access to Energy Ombudsman’s service continues to support improvements across the broker market, with increased signposting helping ensure more consumers are able to access independent redress when needed.

The Energy Broker scheme was introduced in December 2022 and continues to focus on its core aim: supporting fair outcomes for consumers while driving positive change across the sector.

Click here to read the report.