What to expect

We can tell suppliers to:

• Take practical action (E.g. credit or cancel an account, change your tarriff)
• Make an apology
• Offer financial awards up to £10,000
• Make recommendations to prevent this happening again
• A combination of these actions

However, we can’t:

• Punish companies
• Dictate how companies operate
• Issue fines

This can vary based on the complexity of your case, but on average most of our disputes are resolved within 6 weeks of us receiving evidence from both parties.

In most instances we are able to help consumers, but occasionally we are prevented from investigating disputes...

• If the consumer hasn't given the supplier 8 weeks to resolve the dispute since the date they first expressed their dissatisfaction or, hasn't received a Deadlock Letter allowing them to approach us prior to 8 weeks.
• If the consumer has already agreed with the supplier that the matter has been resolved and has accepted an offer of resolution.
• If the consumer has asked a court to consider the issue.
• If the consumer didn’t bring their dispute to us within 12 months of receiving a deadlock letter.
• If the consumer has never been a consumer of the supplier, or is complaining about something not covered by the scheme. We deal with gas and electricity supply disputes; some suppliers offer ancillary services not covered.
• We consider it to be frivolous or vexatious.
• If it has been considered by another ADR scheme.
• If dealing with the complaint, or a complaint of its type, would seriously impair the operation of The Energy Ombudsman.