The Ombudsman has the power to investigate complaints where the supplier has:
• failed to comply with their obligations under the Heat Trust Scheme, for example billing errors;
• treated you unfairly in relation to other customers in similar circumstances;
• been discourteous or unprofessional towards you;
• unreasonably delayed or failed to take action in its dealings with you;
• given you wrong or misleading information.
In order to be eligible to bring a complaint against a supplier you must have been, at the time the subject matter of the Complaint arose:
• a heat customer with a valid and effective supply agreement with the supplier,
• connected to the Heat Network of the supplier (or would have been so but for an act or omission of the supplier); and
• a customer of a heat network that is registered with the Heat Trust Scheme.
For further information please review the Ombudsman Terms of Reference
available here.