Energy Ombudsman, ADR and complaint handling
The Energy Ombudsman plays an important role in helping consumers resolve disputes with energy suppliers when complaints cannot be settled directly. In this interview, Ed Dodman discusses complaint handling, common consumer issues and how ombudsman services fit within the wider alternative dispute resolution (ADR) landscape.
March 2026 update: Since this interview was recorded, Ed Dodman has become CEO of the Energy Ombudsman.
Ed Dodman
Ed Dodman is the Director of Regulatory Affairs at Ombudsman Services which runs the Energy Ombudsman scheme.
Ed Dodman is the Energy Ombudsman Business Unit Director at Ombudsman Services, and has worked there since 2019. Before joining, Ed held strategy, regulation and operational roles across the utility sectors at some of the largest regulated businesses in the UK, including Thames Water and BT.
Responsible for:
– External relationships such as those with regulators (Ofgem and Ofcom), government and other stakeholders
– Supporting regulatory and government policy development – for example, around new energy markets
– Our relationships with all suppliers across each of our sectors
– Helping to make sure our people have the necessary regulatory knowledge to make good decisions every day
Ed Dodman on The Complaining Cow Consumer Show
Ed talks about the role of the Energy Ombudsman, the most common complaints, the work it does, how it can help you and how best to complain when going to the Ombudsman
Ed Dodman on The Complaining Cow Consumer Show
If you have an issue with your energy provider see Ombudsman Services
All about Alternative Dispute Resolution
Energy advice
How to save money on and complain about, energy
Help with paying energy bills
Ofgem provides help with links from its page Getting help if you can’t afford your energy bills. Its rules state that suppliers must work with you to help you if you are in financial difficulty.
This might include setting up a payment plan, payment breaks, more time to pay, access to hardship funds or providing details to the Priority Register. If you are vulnerable you should be on your supplier’s list.
There may also be access to hardship funds and grants from various other organisations. You may also be able to get 60 days’ space from creditors to focus on getting debt advice and setting up a debt solution.
You can also get debt advice from Citizens Advice, StepChange and National Debtline.
Go to Turn2Us who provide information and advice on what help is available including charities that will help you pay your bills.
In summary, if you are having problems talk to your energy supplier, they are obliged to help you! Keep everything in writing so you have the evidence should you need to take the matter further such as to the Energy Ombudsman.
East London Radio The Complaining Cow Consumer Show
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