Biennial review of the Energy Ombudsman 2023 to 2025
- Publication type:
- Transparency document
- Publication date:
- Topic:
- Consumer protection
Findings on whether the Energy Ombudsman continues to meet regulatory expectations for effective, independent and accessible dispute resolution.
Details
The Energy Ombudsman is an approved Alternative Dispute Resolution (ADR) provider for gas and electricity, handling disputes where consumers remain dissatisfied with their supplier’s response.
Ofgem oversees the Energy Ombudsman, historically as the Competent Authority under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (ADR Regulations 2015). Whilst these were revoked in April 2026, Ofgem continues to exercise its approval and oversight functions principally under the Consumers, Estate Agents and Redress Act 2007 (CEAR).
This retrospective review informs our assessment of whether the Energy Ombudsman has met relevant statutory and regulatory expectations for an effective, independent, and accessible ADR service for the GB retail energy market.
In the absence of the ADR Regulations 2015, and in adherence to the CEAR Act’s principle, Ofgem has determined it’s beneficial to ensure continuity of periodic assessment. The team formed assessment criteria drawing from the previous assessment, feedback from DESNZ’ Fairer faster redress consultation and other sources of evidence and intelligence such as from wider Ofgem, consumer bodies and publicly available information.
Future assessment criteria would be subject to either an Ofgem, a DESNZ, or joint consultation.
Review summary findings
The Energy Ombudsman continues to meet the criteria for providing ADR services in the gas and electricity market. Key strengths include:
- timely, procedurally fair case handling
- high-quality, robust decision-making
- consumer support and accessibility
We recommend the following improvements and will continue discussing them with the Energy Ombudsman:
- consistent signposting to relevant organisations for disputes outside its terms of reference
- clearer information on potential financial awards
- proactive reminders that consumers can withdraw at any stage and do not need a legal adviser
- greater transparency in relation to and throughout the Service Complaint process