News & events

Keep up to date with the latest news and events from Ombudsman Services. Events are currently only available to members of our scheme and stakeholders.

The results are in for CAM 2020

Over the last few weeks, our partners at Deltapoll have been out and about surveying consumers across the UK to get their views and insights on key issues affecting the complaints landscape. And we’re delighted to announce that the final survey results are now in!

Read more | October 07, 2020

Ombudsman Services partners with Ofgem to deliver an improved customer experience for Microbusinesses

As part of its Microbusiness Strategic Review, Ofgem is currently in the process of consulting with stakeholders to gain their views on a proposed licence condition that would require energy suppliers to work only with those energy brokers that are already signed up to an Alternate Dispute Resolution (ADR) Scheme.

Read more | October 07, 2020

Getting down to business

In our September 2020 Service Update, we told you about some internal changes we’ll soon be making to improve the delivery of our services to business customers, regulators and other key partners.

Read more | October 07, 2020

Meet the Team - Introducing Jonathan Lenton, Head of Ombudsman

This month the Head of our Ombudsman Team, Jonathan Lenton, takes the spotlight in our latest meet the team feature.

Read more | October 07, 2020

UK utilities in a world beyond coronavirus

On 20th and 21st October 2020, representatives from the UK’s utility companies, regulators, government, industry bodies, investors and the supply chain will virtually descend upon the eagerly awaited Utility Week Build Back Better Forum.

Read more | October 07, 2020

Event Forward Look

Following the last round of Sector Liaison Panels in July 2020, we’re now in the process of finalising the agenda for the forthcoming energy and communication SLP events, which will take place on the following dates:

Read more | October 07, 2020

Are you ready for CAM 2020?

In the Autumn we’ll be revealing the findings of the 2020 Consumer Action Monitor (CAM) – a trusted and respected barometer of customer service and customer experience in Great Britain.

Read more | September 01, 2020

Remedy Extensions

Covid-19 has impacted upon many areas of business, not least around the implementation of suitable remedies following a customer complaint.

Read more | September 01, 2020

Upcoming Business Changes – making sure we work for you

We pride ourselves on being able to offer consumers, businesses and our regulatory partners with a quality service and that can only be achieved if our internal business structures and processes work together seamlessly and always with the customer at the forefront of our mind.

Read more | September 01, 2020

Response to Ofcom’s customer service report | 21 Aug 2020

New research by Ofcom highlights which phone and broadband companies are providing their customers with the best and worst service. Ed Dodman, Director of Regulatory Affairs at Ombudsman Services, has responded with our comments.

Read more | Aug 21, 2020

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Covid-19: Businesses benefit from consumer patience during lockdown, as complaining grinds to a halt

Businesses benefited from higher levels of patience and sympathy amongst consumers during lockdown, as Covid-19 prompted an unprecedented drop in complaint numbers.

Read more | Aug 06, 2019

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August Bank Holiday Hours

Our hours for August bank holiday

Read more | Aug 04, 2020

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Q2/3 Customer Experience Surveys

As you know, here at Ombudsman Services we like to hear your feedback, to recognise where you say improvements and beneficial changes have been implemented and where further focus is still required.

Read more | July 27, 2020

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Ombudsman resolves more complaints as demand increases

The number of complaints resolved by the Energy Ombudsman increased by 25% last year to nearly 57,000, as consumer demand for the service grew. These figures and more are contained in the 2019 annual energy sector report published by Ombudsman Services.

Read more | Aug 03, 2020

Energy sector liaison panel: five key takeaways

On 16 July we held our first virtual energy sector liaison panel (SLP). The webinar allowed member companies to listen to a business update from Ombudsman Services and learn about our planned approach to complaints related to Covid-19.

Read more | July 29, 2020

Communications sector liaison panel: four things we learned

On 14 July 2020 we hosted our first virtual sector liaison panel (SLP) for communications providers, here are some of our conclusions.

Read more | July 29, 2020

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Energy Ombudsman welcomes Ofgem's microbusiness proposals | 29 July

Ofgem has unveiled plans designed to ensure millions of microbusinesses get a fairer energy deal.

Read more | Jul 28, 2020

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Response to Ofcom’s new vulnerability guidance

People suffering financial, health or emotional problems should be treated fairly and given the right support by phone, broadband and pay-TV providers, under best practice industry guidance issued by Ofcom today.

Read more | Jul 24, 2020

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Communications sector liaison panel: four things we learned

On 14 July 2020 we hosted our first virtual sector liaison panel (SLP) for communications providers. Here is a summary of some of the key things to take away.

Read more | Jul 20, 2020

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EVENT: Q2 Energy Sector Liaison Panel

We are pleased to announce that our first-ever virtual SLPs will take place in July and will be held online via Go-to Meeting. This session will focus on the effects of COVID-19 across the energy sector, click the link below for the full proposed agenda and registration details.

Read more Date of event | Jul 16, 2020

EVENT: Q2 Communications Sector Liaison Panel

We are pleased to announce that our first-ever virtual SLPs will take place in July and will be held online via Go-to Meeting. This session will focus on the effects of COVID-19 across the communications sector, click the link below for the full proposed agenda and registration details.

Read more Date of event | Jul 14, 2020

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Our return to Daresbury Park | September 2020

We’d like to inform our member companies and partners that we intend to start bringing colleagues back to our offices in Daresbury, Cheshire, from Monday 7 September.

Read more | Jul 07, 2020

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Change of position on deemed energy contracts and rates

Our latest stance on deemed energy contracts and rates.

Read more | Jul 07, 2020

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Ombudsman Services senior operations team update | June 2020

We’re pleased to announce that we’ve made some changes to the senior team in Operations, as we continue to focus on improving the quality of the service to our customers.

Read more | Jun 30, 2020

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Findings from member surveys feedback | June 2020

We recently thanked everyone who took the time to provide their feedback in our latest round of quarterly customer experience surveys for member companies. Here's what we learned.

Read more | Jun 29, 2020

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CANCELLED: Vulnerability Workshop, 29 July 2020

In light of the Coronavirus, as a precautionary measure we have cancelled the Vulnerability Workshop which was due to be held on Wednesday 29 July 2020 at our offices in Daresbury, Cheshire.

Read more Date of event | June 29, 2020

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Communications sector Covid-19 update: Open letter from CEO Matthew Vickers

Please find below an open letter from Matthew Vickers, CEO at Ombudsman Services, to senior leaders in the communications sector.

The letter sets out how, after taking steps to adapt to the Covid-19 crisis, we will be returning to a more normal way of working in the communications sector from 1 July 2020.

Read more | Jun 19, 2020

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Energy sector Covid-19 update: Open letter from CEO Matthew Vickers

Please find below an open letter from Matthew Vickers, CEO at Ombudsman Services, to senior leaders in the energy sector.

The letter sets out how, after taking steps to adapt to the Covid-19 crisis, we will be returning to a more normal way of working in the energy sector from 1 July 2020.

Read more | Jun 18, 2020

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Notice of upcoming CMS communication changes

We would like to make you aware of a programme of work that started in June 2020 to audit and review the communications that are delivered from our Case Management System (CMS). This includes the communications that are sent via the system to both complainants and member companies.

Read more | Jun 8, 2020

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Customer experience surveys - Thank you!

Last month we invited all of our member companies to take part in our customer experience surveys to provide important feedback on several areas of our business.

Read more

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Meet the team: Introducing Shaun Chambers, relationship manager

Introducing Shaun Chambers, relationship manager.

Read more Date of event | May 29, 2020

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Response to Ofgem’s latest coronavirus update | 8 Apr 2020

Regulator Ofgem has today (Wednesday 8 April) published a blog post and open letters to energy suppliers and networks, setting out its expectations of the industry during the disruption caused by Covid-19. The letters set out what is “high priority and must be delivered” by businesses.

Read more | Apr 8, 2020

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Coronavirus: Monday 6 April update for member companies

We hope as you read this, you and your colleagues are safe and well.

Before we provide an update on the impacts of coronavirus and about some changes we will be making to our service, we would like to thank member companies for proactively sharing some of the challenges that are being faced by suppliers in the energy and communications sectors.

Read more | Mar 30, 2020

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Coronavirus: Telecoms providers to lift broadband data caps

The UK’s major telecoms providers have agreed a set of important commitments to support and protect vulnerable consumers and those who may become vulnerable due to circumstances arising from Covid-19, the government has announced.

Read more | Mar 30, 2020

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Ombudsman Services position on Coronavirus (COVID-19)

We would like to provide our partner businesses and stakeholders with some information about our current status, approach and actions, plus the business continuity plan (BCP) for Ombudsman Services.

Read more | Mar 13, 2020

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Understanding the voice of our customers

At the end of 2019, Ombudsman Services invited member companies to share their feedback about our services, from the communications they receive to the systems used when dealing with complaints.

Read more | Mar 12, 2020

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CANCELLED: Energy SLP, 18 March 2020

In light of the Coronavirus, as a precautionary measure we have cancelled the Energy Sector Liaison Panel (SLP) which was due to be held on Wednesday 18 March 2020 at our offices in Daresbury, Cheshire.

Read more | Mar 18, 2020

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Case Management System (CMS) 2020 plans: pause and review

Our Case Management System (CMS) is the online platform through which complaints to Ombudsman Services are raised, managed, progressed and resolved.

Read more | March 03, 2020

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Meet the team: Donna Sheridan, senior marketing and communications manager

10 Questions: Introducing Donna Sheridan.

Read more | March 02, 2020

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NEW VIDEO: When can I complain to Ombudsman Services?

Introducing our latest educational video for consumers

Read more | Jan 27, 2020

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Perspectives on the Supplier of Last Resort process

At our last workshop on the SoLR process, we aimed to build a standard approach for dealing with failed supplier complaints and customer service issues.

Read more | Jan 09, 2020

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Upcoming Events from Ombudsman Services

Upcoming events from Ombudsman Services.

Read more | Dec 16, 2019