Energy Ombudsman Reviews

The Ombudsman’s Service is packed full of former industry professionals whose bias has them leaning toward institutional professional vested interest and power. Complaints are always re-written by the service and then instead of the consumers complaint, they reject their own fraudulent rewritten version of it. The worst blatant aspect is the complaint handler and summariser, whose job it is to misrepresent and exclude any evidence/argument detrimental to industry interests. The whole service and its staff needs to be jettisoned and replaced with a genuine complaints service. Complain to your MP for a real service.

I received very professional service that resulted in a satisfactory outcome. Thank you!

So I got the email today from the Ombudsman that my case is closed. What a waste of time! It’s truly impressive how British Gas can so brazenly breach their own terms and conditions, and yet, through some miraculous twist of logic, still have the decision ruled in their favour. My experience was marked by clear discrimination, which I had hoped the Ombudsman would address impartially. Unfortunately, it seems their role is more decorative than functional. After investing considerable time and effort into pursuing a resolution, I was rewarded with indifference and a decision that defied both fairness and common sense. The Ombudsman’s investigation appeared to involve little more than a polite nod to procedure before siding conveniently with the energy giant. One might almost admire the efficiency with which they managed to avoid doing their job. Frankly, the entire process has been a masterclass in how to waste a customer’s time while offering the illusion of accountability. British Gas and the Ombudsman service should be commended — if only for setting a new low in customer care. If shutting them down isn’t an option, perhaps a course in basic integrity might be a good start.

I feel more could have been done to help in my case I feel a little let down. I am hoping to have a good result but we will see. Plus when dealing with me very blunt not to friendly.

Professional, helpful and pleasant. I could not fault them. I was guided all the way through and help was on hand if I wasn’t sure about anything. The patience and understanding given to me helped me to prove the case that my energy supplier hadn’t given a proper level of customer service and hadn’t acted as they should. This is an especially helpful service for older people.

No worth the time and effort to complain. Ombudsman appears to have zero ability to resolve issues or get energy companies to resolve issues even when found in favour of complainant. Poor communication. Seemingly doesn't do anything unless you chase and even then doesn't tell you what they've done so assume they do nothing. Seems to have zero power or ability to resolve anything. Response to reply. Case outstanding since 2022! Unresolved, ignored by both energy supplier and yourselves. No increases in compensation due to length of time case has been outstanding. Ombudsman doesnt seem to be able to get energy supplier to compy with findings. I have given up attempting to deal with it because either is a pointless waste of my time. I have complained and asked for explanation but neither has been received.

Found the process quite good, helpful and efficient service. Received a reasonable offer for my complaint which I accepted. We will see if it gets implemented.

The Energy Ombudsman listened and understood my complaint, the process was easy and I was informed every step of the way. They gave me my voice back against the energy company. I finally felt vindicated but above all heard. I would not hesitate to use this service again should I require too in the future. My only regret is not contacting them sooner.

A very clunky process and only really started to move once I was able to speak to a human being. That said, Ombudsman found in my favour and ordered Octopus to conduct a meter accuracy test. Still waiting for the full meter accuracy test under Schedule 7 of the Electricity Act 1989( they have only done a simple resistance test) and had no response from the Ombudsman despite contacting them several times

Ombudsman forwarded our complaint and concerns very quickly and gained a positive response from the energy company in a relatively short time. We had spent months trying to sort this out ourselves, but the Ombudsman service was stress free.

failed to resolve complaint fully then lost interest

I contacted them and the whole process was made easier from start to finish the person who was dealing with my complaint kept me well updated and we eventually won our case. although it was a daunting experience to start it was well worth it

I had reached the end of my tether with SSE and knew I either had to pay the £1000 they said I owed, which I disputed because I had been on a higher tariff than they told me I was on, or take them to court, which I couldn't really face. So I went to the Energy Ombudsman on 10 December 2024, and once I had uploaded all my evidence - which took a while but was not difficult - a case officer called me to explain the process. I found her friendly and approachable, and was immediately reassured. The chasing letters stopped and I was able to relax, knowing that someone with clout was sorting it out. The ombudsman found in my favour on 31 January 2025, and although it took SSE 3 months to respond, they finally did this week, and after they re-billed me at the correct rates and applied the goodwill payment that the Ombudsman had awarded, there was nothing left for me to pay. I'm really grateful to them, and would not hesitate to recommend their service. Hopefully I will never need them again, but if I do, I would definitely involve them earlier next time.

In my dispute with Utilita the act of taking the matter to an ombudsman was enough to prompt an offer which was appropriate in the case.

Without theirs helping my bill was suffering over half years until I moved out the supplier not wanna settled without your judgement

The Energy Ombudsman's decision on my case is profoundly disappointing. My complaint was upheld and the ombudsman acknowledged the mis-representation during a lengthy sales call with Bionic Energy. The suggested redress of a letter of apology and a goodwill gesture of £350 is insulting, especially when compared to the £49,500K commission taken by Bionic for brokering 35 unsuitable contracts. I have no confidence in their fairness. This decision leaves the door open for energy brokers to lie in order to secure lucrative contracts.

Although they upheld my complaints, the compensation they made Octopus offer me was pitiful, bearing in mind the severity of their failures (refused to follow their own complaints procedures, refused to escalate to a senior manager, lying to me about interaction with British Gas, etc). Overall the hassle of referring the matter to the Ombudsman was not worth it.

Excellent service up to the point of submitting evidence. Outcome still to be determined.

They was fast and did what they promised with quick results