This letter is a response from Simon Morris, the Deputy Chief Executive of Ombudsman Services, regarding Margaret Jones' complaint. It summarizes that Ms. Jones first contacted Ombudsman Services about a complaint against First Utility in May 2014. In October 2014, Ombudsman Services informed Ms. Jones that they would not accept her complaints against Sky and First Utility for investigation. Ms. Jones then did not contact Ombudsman Services again until April 2015. Mr. Morris reviewed the case and determined that Ombudsman Services had properly explained their position in 2014. Therefore, he does not uphold Ms. Jones' more recent complaint about Ombudsman Services failing to respond in June 2014.

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4. Mrs Case ref: 1085439
10 September 2015
Dear Mrs
Thank you for your correspondence in relation to your complaint about our service.
I note that Rebecca wrote to you in May 2015 in response to your complaint. You have replied to
advise that you remain dissatisfied. You say that you feel we should look at your complaint
about Ombudsman Services’ failure to respond to your correspondence about First Utility in
June 2014 and that the delay in bringing the complaint to us should not prevent you from
complaining.
On reviewing your case, I can see that you first contacted us about your complaint with First
Utility in May 2014. We replied to you and asked for some more information about the complaint.
In July 2014 James Miller wrote to you and explained that the ombudsman was considering
whether or not to accept your complaints about Sky and First Utility for investigation. In October
2014 we wrote to you to say the ombudsman had decided not to accept your complaints for
investigation. As such, we did not enter into further correspondence regarding your complaint
about First Utility.
We did not hear from you again about this case until April 2015. Following Rebecca’s response
in May 2015, we did not hear from you again until September 2015 when you asked to escalate
your claim that we failed to respond to you in June 2014.
Given the above facts I am satisfied that we explained our position to you in October 2014.
Therefore, I do not uphold your complaint about Ombudsman Services. I hope that my
explanation will help to resolve matters. I also hope you will appreciate that it would not be
appropriate for the service to enter into further correspondence on this matter.
Yours sincerely,
Simon Morris

5. Deputy Chief Executive