Energy Ombudsman
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I would like to sincerely thank you for…
I would like to sincerely thank you for the time, care, and professionalism you showed throughout the handling of my case with So Energy. From the outset, this was a complex issue involving historical billing errors, back-billing concerns, and a prolonged lack of communication from the supplier. I had raised valid concerns about duplicated energy charges, an incorrect start reading, and the appropriate application of Ofgem’s back-billing rule. You took the time to carefully consider the evidence, respond with clarity, and ensure that all aspects of my complaint were fairly addressed. The resolution — including the £150 goodwill award, the £79 credit adjustment, and confirmation of the corrected billing — exceeded my expectations and brought much-needed closure and reassurance. You also showed great patience and understanding around my request to communicate in writing due to my mental health needs, which I truly appreciated. Thanks to your involvement, I now feel confident that my account has been handled justly and transparently. I am very satisfied with the outcome and extremely grateful for your support.