Matthew Vickers has today (3 December) been confirmed as chief energy ombudsman at Ombudsman Services.
Vickers joined the organisation as deputy chief executive and deputy chief ombudsman in 2015.
Earlier this year it was announced the former Foreign Office diplomat would be taking over from Lewis Shand-Smith, who is standing down after ten years at the helm.
Speaking of his appointment, Vickers said: “Fundamentally, the ombudsman model of dispute resolution hasn’t changed in 50 years so it’s ripe for modernisation.
“In a digital world where consumers can get problems fixed instantly by complaining to a business on social media, we must embrace change.
“We’re doing exactly that, for example by launching a new brand and website and creating a digital, efficient and transparent way of resolving complaints in a new case management system.
“We’re engaging with businesses in new and exciting ways, for example by launching new products and delivering actionable data insights.
“Our aim is to help businesses improve their complaints-handling process and customer service more generally, so they can retain more customers and ultimately become more successful.”
In a recent interview with Utility Week Vickers stressed his background in customer service was key in his journey to becoming energy ombudsman.
“Retail is where I come from, and this is very interesting when you look at where energy is. Retail is all about understanding your customers inside out”, he said.