What might the ombudsman offer in the final decision ?

If we decide to make an award, and you accept it, then the energy company has agreed that it will keep to the decision and take the action that we have asked for in the final decision. We may ask the company to provide any or all of the following:

• a service or some practical action that will benefit you;
• an apology or explanation;
• a financial award.
  

It is not the Ombudsman's role to punish energy companies when deciding what solution to provide. If a financial award is needed, this will be the amount that we consider necessary to settle particular dispute. This can be as much as £ 5000  (including VAT).

So that the same problem is less likely to happen again, we may also recommend that the energy company should make changes to its policies or procedures.

Once you have received the ombudsman's final decision, you have up to two months to decide whether you accept or decline the decision. During this time you may wish to speak to friends, relatives or consumer advice services such as Citizens Advice, about the decision we have made.

It is important that you let us know your decision as soon as possible even if you decide not to accept it.

What happens if I accept the final decision?

What happens if I reject the final decision?