PwC Report

The Energy Ombudsman (“EO”) (formerly known as Ombudsman Services) provides the single statutory redress scheme in the energy sector. It was approved by Ofgem in 2008 under the Consumers, Estate Agents and Redress Act 2007 (CEARA).

As part of this approval, Ofgem committed to undertaking an independent review of the scheme after 12 months and, as necessary, thereafter. The last review was carried out in 2015 by Lucerna.

Trust Alliance Group has commissioned an independent review to assess the Energy Ombudsman’s performance, the developments and progress made since the last review, together with providing guidance on the future role and evolution of EO.