Warm Transfer Line: Removing the Barriers Between Advice and Redress

How a simple change to the way vulnerable consumers are referred is transforming the complaints journey

How a simple change to the way vulnerable consumers are referred is transforming the complaints journey

For consumers navigating an energy complaint, one of the most frustrating parts of the process has always been the same: having to explain your situation more than once. A call to Citizens Advice, followed by a separate call to Energy Ombudsman, often meant starting from scratch, repeating personal details, describing the issue again, and losing momentum at exactly the point when confidence and clarity matter most.

Energy Ombudsman's Relationships Team set out to close that gap. The result is the Warm Transfer Line, a joint initiative with Citizens Advice and Advice Direct Scotland that connects consumers directly from advice to resolution, in one seamless conversation.

The problem it solves

Before the Warm Transfer Line, consumers seeking support with an energy complaint often had to navigate multiple organisations, each requiring them to re-explain their circumstances. For anyone already dealing with stress or uncertainty, and particularly for vulnerable consumers, that repetition created friction at exactly the wrong moment. It also meant duplicated effort across the organisations involved, at a time when services are more stretched than ever.

The solution

Working closely with Citizens Advice and Advice Direct Scotland, Energy Ombudsman’s team designed a direct "warm transfer" process. Instead of being signposted elsewhere, consumers are connected straight through to Energy Ombudsman by their adviser, with no need to start again or repeat their story.

Impact for consumers

The change is straightforward but immediate. Consumers now tell their story once and are guided through to the next stage without interruption. This has created an accessible and efficient solution that means:

• Less stress and repetition at an already difficult time

• Immediate confirmation that their case has been received, with no need for follow-up chasing

• Faster progress once a complaint reaches the relevant stage

• Clearer communication from the outset about what happens next

For vulnerable consumers in particular, who are more likely to disengage if a process feels too complicated, that continuity can make the difference between pursuing a complaint through to a fair outcome and giving up along the way.

Impact for the organisations involved

The benefits extend beyond the individual consumer. By removing duplication and improving the flow of information between organisations, all parties are able to focus their resources more effectively. It has also strengthened the working relationship between Energy Ombudsman, Citizens Advice and Advice Direct Scotland, turning what was often a fragmented, stop-start experience into a genuinely joined-up service.

August 2025 — first full month

• 41 total cases

• 19 cases created

• 46% conversion rate

June 2026 — the latest figures

• 80 total cases

• 73 cases completed via warm transfer

• 91% conversion rate

We believe that driving better outcomes for all can be achieved through collaboration, and the results of this project demonstrate this.

As the process has bedded in, conversion from referral to an accepted case has nearly doubled, a clear sign that removing the need for consumers to repeat themselves, and connecting them in real time, is translating into significantly better outcomes.

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"The warm transfer line between our two organisations is not only a great testament to how well we work together but it will significantly enhance the client journey for our clients... This is especially beneficial for vulnerable clients, as a seamless client journey means they are much less likely to fall through the gaps."

Florrie Lightwing, Consumer Operations Team Leader, Citizens Advice

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"We were very pleased to collaborate on the warm transfer initiative, which has already demonstrated clear benefits for the people we support... This partnership is a strong example of how collaborative, innovative approaches can deliver meaningful impact for consumers."

Pamela Stewart, Deputy CEO, Advice Direct Scotland

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"Referring a customer to the Energy Ombudsman is now a far quicker and more efficient process than before... This approach reassures customers that they are being heard and supported throughout the process."

Marjorie Gibson, Director of Operations, Advice Direct Scotland

The Warm Transfer Line shows what's possible when organisations design services around the person, not the process. By working across organisational boundaries rather than around them, Energy Ombudsman, Citizens Advice and Advice Direct Scotland have built something that is simple in concept but significant in impact, and one that continues to deliver stronger results the longer it runs.