Energy Ombudsman Reviews

Having spent about 3 months trying to get British Gas to deal with an issue &, figuratively, hitting my head a brick wall, I contacted the Energy Ombudsman for help. I was kept informed, my concerns (& frustrations) were taken seriously & action taken to achieve a satisfactory remedy.

Dan Jackson is a credit to this team, couldn’t recommend more highly. Really great support & service throughout getting a case resolved for me.

Very helpful and thorough, I don’t feel that I’ve been left in the lurch, should the problem not be solved, the ombudsman will stay on it. Excellent.

It made such a difference feeling that the person at the other end of the phone was listening to you. Elena calmed me down with the reassurance she would get to the truth and she did an awesome job.

Helped me out a great deal,very good explanation of what would happen and kept me informed along the way. Well recommended

At first, i thought i would be getting the help from this service, especially as I needed it due to severe dyslexia and hoping that someone could help me challenge British Gas for the way they treated me, over charged me, promised me 4 good will payments in writing but never gave them to me. When i raised this issue with the ombudsman who were already dealing with issues on how they treated me, it was disregarded. I was told to go back to BG. I did this numerous times via email, with copies of the promised goodwill payments, but ignored. Im very disappointed especially as i needed assistance due to my dyslexia. There is no point disclosing you have additional needs as they actually don't care. So now, im left with an unchallenged issue and as its too stressful for me to go back to BG to keep challenging them and being ignored, ive lost out on 4 goodwill payments. so disappointing

The Ombudsman service dealt with my case promptly and efficiently. The decision was acceptable to me and without its assistance I would still be in dispute with my energy supplier

Well was fine at first they kept me informed fast decision But then BG had to proof that my smart meter was working They accepted some screenshots from BG that was clearly faked to make it look like they had done as they said Meanwhile and I sent screenshots to my case handler they are actually estimated reading not smart readings. I explained this all to my handler who instead of looking into it further closed it without any contact. There is now way to challenge this incompetent decision despite the fact I have evidence showing how badly BG misled them. Very disappointed they allow a large company like BG to fabricate evidence and not look into it any further In the end I made a complaint directly to the case handler manager who upheld my complaint that the service was well below standards. Really annoying though that even though they allowed themselves to be tricked and I had to call them out on it there seems to be no recourse against them

Helped us resolve a longstanding issue with a solar export account. The case handler helped guide us through the process, investigate and then come to a decision.

Originally I believed the ombudsman was effective, they dealt with the complaint, applied a good will gesture and advised that EDF would have to follow all reasonable steps to resolve the issue. However after the 28 day deadline passed and the issue was not resolved, they advised EDF had requested to extend it by a month and they agreed. No further repercussions for not meeting the deadline, the agent I spoke to seemed to be unsympathetic and unwilling to understand my viewpoint and kept reiterating that the issue will stay live until EDF have resolved it but it has come to the ombudsman because EDF kept stalling and not acting. Overall while they made some progress I was quite surprised to see that they appear unable or unwilling to actually force energy suppliers to follow their remedies.

Great service and very professional. They make the energy companies accountable for there poor service.

Raised a complaint about British Gas harassing for bills that we had been paying to another supplier for 4 years. Received a rapid response, a phone call with a case handler who was intelligent, empathetic and happy to listen to all the details. However they find, the ombudsman has been efficient and impressive in dealing with this.

I had cause to complain about a service provider for my gas and electric(they will not be named as it is only going to be resolved by 7 September), the service provided gives us consumers a chance to get a fair resolution to issues we face with these large companies. In my opinion they investigate promptly, consider the legal ramifications and save us a lot of frustration in coping with issues like this, which would be very costly in the courts. The only downside is that the Ombudsman is limited financially what they can offer in compensation and it is not enough to make energy companies to stop and think that the claim could be costly to them.

Professional, helpful and swift. I was in dispute with an energy company for over 10 weeks for what was a relatively open and shut case however the energy company was awful and I was not getting anywhere with them. Within one week of raising my dispute with the energy ombudsman I was offered a satisfactory resolution by the energy company.

My complaint was reviewed professionally and competently.

DRE1 Scott Kelly was my single contact and handled all correspondence with me. He advised how best to make my case and provided feedback on progress and matters raised by British Gas during the coarse of the interaction. He directed British Gas on his decision to support my case even though British Gas tried to push back on all responsibilities. His decision was carried through by British Gas despite them trying to reject the case.

Very professional and efficient throughout

I have just finalised my complaint with the ombudsman relating to a complaint against British Gas although I was offered £100 and an apology. I felt the offer was derisory and was not accepted. Dealing with the ombudsman was the same as dealing with BG they acted in away I felt they ignored all the information I had supplied even opening two cases then closing the one, which had been originally dealing with losing or not passing information on. The one dealing with the original complaint had all my emails, but when I received a call from the second handler she had agreed a settlement despite not receiving paperwork or speaking to me. I can’t help but feel they are working from home and therefore not specking to each other.

I rang the Ombudsman in regard of a technical problem from my previous supplier. The matter was dealt professionally. The matter was solved quite quickly because it was only a technical issue. I am very happy with the ombudsman. The person who dealt with me was very professional too.