Energy Ombudsman Reviews

Investigator failed to advise us that by changing suppliers would affect the outcome as wasted time and unable to investigate issues.

Long drawn out process, the Energy company EDF appealed on a minor point, which could have been quickly and easily addressed. It then went to appeal, took another 4 months to resolve, only to find out my case never went to the queue to be reviewed again. If it wasn’t for me chasing up with my case manager it would never have been resolved.

I lodged my complaint against EDF with Jennifer. After months, of not being listened to by EDF, she listened and advised me of what I should expect as a customer. Months of frustration, anger and upset just disappeared. She advised that I could contact her at any time for help/advice and gave full contact details. I submitted quite a lot of evidence which if I had any criticism about the Ombudsman service it would be this procedure, it was not so easy. After a length of time I was contacted by a new handler, Ross and he gave me a full explanation as to how he had arrived at his decision and what I should now expect from EDF. Obviously, the decision was in my favour and he gave me advice about what was realistic compensation which I accepted. As a result, a problem that had been ongoing for 2 1/2 years+ was now at an end and fully resolved. Both case handlers were excellent and hugely professional throughout. Had the decision not gone in my favour, I would still rate the service and the 2 case handlers as excellent.

Everything carried out in a logical order with explanations and deadlines specified along the way.

Biased decision in Ovo's favour - a massive waste of my time. No surprise as the energy companies pay for this service. Sian was sarcastic and unhelpful

I submitted my original complaint to the Energy Ombudsman on 24/12/2024, I finally received a response on 28/02/2025. Unfortunately, the decision did not take into account the reasoning, facts, or evidence I provided and seemed to side entirely with British Gas without proper consideration. From all evidences orovided it is so obvious that BG is overcharging me for years and was keep closing and opening new complaints numerous of time, completely ignoring me as a client. I challenged the decision on 14/03/2025, but heard absolutely nothing back until I chased the matter myself over a month later. Only then did I receive a response — which is both frustrating and unprofessional. What’s even more disappointing is the lack of clear guidance on how long it takes for someone to review a challenged decision. As a customer, you are left waiting indefinitely without any updates or timelines, which only adds to the stress of an already poor experience. I expected a fair, transparent, and timely process from an independent ombudsman — sadly, this was not the case.

I was unsure of how making a complaint to the energy ombudsman worked, having never had to make a complaint before. The process is very straightforward and timely, and I was kept appraised of each stage. Alison was assigned to my case. She was very knowledgeable, consistently empathetic and made sure I understood the process during our communications. She instantly gave me confidence that my ongoing problem with British Gas, following the death of my parent, could finally be resolved.

I had been in contact with edf energy for a year but was not getting anywhere until I got Energy Ombudsman involved they sorted it out in 8 weeks. Thank you. Clare Denholm.

Quick response to my issue I had with an energy company. The lady dealing with my case kept me informed and a resolution was put in place to amend the problem over the next months. Fingers crossed.

Excellent helpful service definitely recommend if any issues.

We got a reasonable decision and some redress against the errors made by the energy company. I was really impressed by the effort and attention made by the case handler (Amanda). It was a complex case and she worked extremely hard. We did not get everything we wanted but I feel like it was a much fairer outcome. Grateful that we had an option of going to the Energy Ombudsman when we found ourselves dealing with years' worth of billing issues and many thousands of pounds of disputed charges.

Contacted Energy Ombudsman about our problem with Octopus Energy. The gentleman I spoke to was very understanding and quickly sorted the matter out. Communication was good and also advice. Very pleased with outcome.

Just contacting the energy ombudsman was enough to give Eon Next a gentle nudge, to show them I meant business. don't let these energy companies push you around.

Great outcome very helpful easy to do great communication

Invaluable service resolving a long-standing dispute between myself and two energy companies. The process took longer than I anticipated but the outcome was very worthwhile. The correspondence was efficient and user-friendly.

I am only part way through dispute resolution with British Gas but have already had more of a response from them than I could achieve myself.

Generic response, no real resolve or repercussions for Scottish Power! Terrible supplier and terrible Ombudsman service

I’ve had to contact the Energy Ombudsman twice within months. Despite trying to resolve the issues myself and having records of emails, letters and phone calls, each company fobbed me off. The EO were understanding, sympathetic and very helpful. I supplied as much information as I could and within eight weeks from first contacting them, I was fortunate enough for them to side with me on each occasion. It was three years of trying to deal with the companies and not getting anywhere. Three years of grief, stress and sleepless nights. I couldn’t be more grateful for their help in resolving my cases.

Amazing Competent Efficient company dealing with my longstanding dispute with British Gas who were about as inefficient and incompetent as it gets not to mention the stress and anxiety they caused me. My contact at the energy ombudsman was like something falling from heaven They dealt with it efficiently immediately and resolved the dispute with BG having to admit their total incompetence and writing off all of the money they said I owed them after having threatened me with a court order! It is amazing to still find a company in the UK that knows what they are doing and done with amazing efficiency I cannot recommend them enough Thank you I