Redress provision in the supply and energy intermediary sectors
- Publication type:
- Consultation
- Publication date:
- Closing date:
- 27 January 2027
- Status:
- Open
- Topic:
- Electricity supply,
- Gas supply
We are seeking views on independent dispute resolution provision for consumers using energy suppliers and intermediaries such as brokers and price comparison websites.
Consultation description
We are seeking views on arrangements for independently resolving complaints between energy consumers and suppliers. This is known as Alternative Dispute Resolution (ADR). We are consulting on how we approve and oversee ADR providers, and on how many providers there should be.
We are also seeking views on future ADR arrangements for Third-Party Intermediaries (TPIs) such as energy brokers and Price Comparison Websites.
Our aim is to ensure consumers can access independent, fair and timely resolution when they cannot resolve a complaint with their supplier or TPI. We want clear and proportionate arrangements for approving ADR providers, and for checking that they continue to meet the required standards.
The consultation responds to changes in the legal framework for ADR and wider proposals to make redress fairer and faster in the energy market. It also looks ahead to the planned regulation of TPIs, subject to the relevant provisions of the Energy Independence Bill becoming law and being brought into force.
We welcome your views on our proposals. Your responses will help shape these arrangements so that they support effective redress and protect consumers.
Who should respond
We would like evidence and views from individuals or organisations with an interest in ADR provision in the supply and TPI sectors. This includes:
- Current and prospective ADR providers
- Energy suppliers
- TPIs
- Consumers
- Consumer representatives
- Trade associations
- Other interested stakeholders
How to respond
Submit your response by 27 January 2027 by emailing TPI@Ofgem.gov.uk.