|
We anonymise and publish every case that we investigate and close.
The Energy Ombudsman publishes the cases it handles, following the Ombudsman' s Final Decision, after the case is closed.
The Ombudsman investigates and taking in to consideration the views of the Complainant and the gas or electricity company, proposes a remedy and makes a decision on how to resolve the complaint. The case closes in two situations
When the complainant has accept the Ombudsman's Final Decision and received, from the company, all of the items set out in the remedy
· If the complainant rejects the Ombudsman's Final Decision, and no further action is required from the company.
The following Case Study Bulletins explain the types of complaints the Ombudsman investigated and the Final Decisions the Ombudsman made following the investigation.
The following cases have been investigated and closed. Click on the bulletin below to view the summaries.
You can quickly search the documents for keywords by holding down the control (Ctrl) and F key.
Closed Cases 2008
Bulletin 1 Bulletin 11
Bulletin 2 Bulletin 12
Bulletin 3 Bulletin 13
Bulletin 4 Bulletin 14
Bulletin 5 Bulletin 15
Bulletin 6
Bulletin 7
Bulletin 8
Bulletin 9
Bulletin 10
Closed Cases 2007
Bulletin 1 Bulletin 11 Bulletin 21 Bulletin 29
Bulletin 2 Bulletin 12 Bulletin 22 Bulletin 30
Bulletin 3 Bulletin 13 Bulletin 23
Bulletin 4 Bulletin 14 Bulletin 24
Bulletin 5 Bulletin 15 Bulletin 25
Bulletin 6 Bulletin 16 Bulletin 26
Bulletin 7 Bulletin 17 Bulletin 27
Bulletin 8 Bulletin 18 Bulletin 28
Bulletin 9 Bulletin 19 Bulletin 29
Bulletin 10 Bulletin 20 Bulletin 30
The following cases have been resolved by informal mediation.
When the Ombudsman Service accepts a case for investigation, we ask the energy company to send to us any information it has which relates to the complaint. If the energy company receives this request and notices that the problem is one that it could resolve quickly, without the need for a full investigation, it may request a final opportunity to resolve the complaint directly with the complainant.
An example of this is where an energy company has lost the complaint within its processes. If the complainant agrees to this, the energy supplier may contact the complainant with its final offer. The Ombudsman will then write to both parties to confirm that the complainant has both received the proposed resolution and accepts it as full and final closure to the complaint. If the complainant is satisfied, the case is closed.
Click on the Bulletins below to view the summaries.
Bulletin 1 | 
