Ofgem consults on energy complaint redress for suppliers and brokers
Ofgem has opened a consultation on independent dispute resolution for energy consumers, covering both suppliers and third-party intermediaries (TPIs) such as energy brokers and price comparison websites. The consultation was published on 11 November 2026.
The process in question is Alternative Dispute Resolution (ADR), which settles complaints between consumers and suppliers independently when they cannot be resolved directly. Ofgem says its aim is for consumers to have access to resolution that is independent, fair and timely.
What Ofgem is asking about
- How ADR providers should be approved and overseen.
- How many ADR providers there should be.
- Future ADR arrangements for TPIs, including brokers and price comparison websites.
- How providers are checked to ensure they keep meeting the required standards.
The regulator says it wants arrangements that are clear and proportionate. The consultation responds to changes in the legal framework for ADR and to wider proposals to make redress fairer and faster in the energy market.
Link to planned broker regulation
The consultation also looks ahead to planned regulation of TPIs. That is subject to the relevant provisions of the Energy Independence Bill becoming law and being brought into force.
Ofgem is asking for evidence and views from individuals and organisations with an interest in ADR in the supply and TPI sectors. Responses should be emailed to TPI@Ofgem.gov.uk by 27 January 2027.