Ofgem is responsible for ensuring that a biennial review of the Ombudsman Services takes place as part of the regulations. However, Ofgem found some areas for further improvement from this period, including ensuring all essential case handling messaging to stakeholders is delivered consistently, and that the use of language is more direct when delivering remedies to suppliers.
How are brokers involved with the ombudsman?
Ofgem has decided that suppliers must only work with Third Party Intermediaries (TPIs), such as energy brokers, who are registered with a qualifying alternative dispute resolution scheme. There is a published a list of the TPIs registered with the Energy Ombudsman Scheme.
They resolve disputes between energy suppliers/brokers and their consumers. Their independent, impartial service takes into account both the rules and regulations and what is fair and reasonable. They are dedicated to helping suppliers and brokers to improve their service, processes and consumer experience in order to build trust and confidence. We do this through sharing insight and by working more broadly to inform policy and to address industry-wide issues for the benefit of all.
At Ginger Energy our transparency, and integrity when dealing with our clients, is of paramount focus to us, which is perhaps why we’ve never had a complaint upheld regarding our conduct. In fact, none of our procurement clients have ever complained!
