Fairer, Faster Redress in the Energy Market

This consultation seeks stakeholders feedback on our proposals to ensure that consumers have access to faster and fairer redress. This includes proposals to: Make the process quicker for consumers by reducing the window before complaints can be escalated to the Ombudsman from 8 weeks to 4 weeks (with exceptions for complex cases) and reducing the time that the Ombudsman has to consider complaints to 4 weeks Explore how to make referral more automatic to reduce the burden on consumers, including advanced signposting, automatic onboarding of consumer details and proactive outreach Give the Ombudsman an explicit power to require suppliers to compensate consumers where a ruling has not been implemented on time Strengthen the standing of the Energy Ombudsman by designating it in legislation and giving statutory weight to Ombudsman decisions by placing an explicit obligation on suppliers to implement Ombudsman rulings S