Author: LWebb

Complainant phones, writes to or visits the Energy Ombudsman

No previous contact with energy provider

Previous contact with energy provider and no resolution

Referral to higher level contact and no resolution

Complainant referred to provider’s complaints process

Complaint referred to higher level contact at energy provider

Energy Ombudsman investigates the complaint

If still not satisfied, complainant can come back to Energy Ombudsman

If still not satisfied, complainant can come back to Energy Ombudsman

If the complaint is sustained, Energy Ombudsman decides on appropriate remedy