Energy Ombudsman Reviews

After almost a year of trying to get Octopus to understand and rectify a problem that was due to their billing system, I contacted the Ombudsman. My complaint handler was extremely friendly, polite, informative and effective. I was always kept up to date by phone calls whenever anything changed in the process e.g. whether I had to add any evidence etc. My problem was quickly understood by my complaint handler and so I was able to finally relax about trying to prove it to Octopus. Because of the Ombudsman's involvement My case was dealt with relatively quickly and I received additional compensation for the way I had been dealt with. The Ombudsman only closed my case when we were both satisfied that everything had been rectified. I would recommend that anyone with an issue with their energy supplier that has gone on for more than 8 weeks, should contact the Energy Ombudsman.

Always kept informed I would highly recommend

I was in dispute with British Gas who for the entirety of my 2 rate tariff contract had failed to charge any electricity to my off peak tariff, refused to recalculate my bill or have any meaningful discussion about it. I raised this with the ombudsman who despite upholding my complaint decided that British Gas’s compensation offer was fair and reasonable despite being shown using their own figures how this was not the case. The ombudsman wasn’t interested in actually determining or even investigating the actual losses incurred by me and felt it reasonable to accept BG offer of compensation that unsurprisingly heavily favoured British Gas. The explanation they provided was also very much industry speak and difficult to understand. Oh and apparently £200 is an adequate gesture of ‘goodwill’ after a company has repeatedly ignored a customer trying to resolve a billing error for 3 months, put a default on their credit file without warning, ignore the customers request for a final bill showing the balance had been paid all of which ultimately led to me having a mortgage offer refused costing me over £2k in fees wasted. So whilst the ombudsman upheld my claim I don’t feel that they actually helped me in any way

The Ombudsman was so helpful and reassuring, very quick to contact me by phone and solved my issues effectively. Cannot fault them .

I gave a 5* because the service Elena Danila gave me was very professional, she explained everything fully so I understood. I am so glad I contacted the Ombudsman now, I won my case against Eon Next thanks to Elena Danila, naturally I was delighted with the outcome, many thanks and especially Elena.

The Ombudsman secures a fair result speedily and is an essential protection for small consumers against companies which ignore complaints and treat customers with contempt.

For anyone who mistrusts their energy supplier - use the ombudsman service. Great communication throughout and i got the bill decreased overall when my energy supplier stopped communicating and still wanted payment for energy not used.

The Ombudsman Service negotiated a settlement in my case for an excessive termination fee, and even managed a compensation payment for the aggravation caused in the proses.

We had a faulty gas meter which we reported to SO Energy in October 2024 but still had not had a satisfactory conclusion to the situation by February 2025. After informing the Energy Ombudsman of our situation we were contacted immediately. Our Case officer Nicola, told us how the case would progress and kept in constant contact with us throughout the process. Within a couple of weeks her negotiations with SO Energy resulted in the faulty gas meter being replaced, an apology sent from SO and compensation being agreed. Excellent service throughout.

Used the Energy Ombudsman to deal with problems regarding my bills with British Gas. I found them very helpful and my complaint was dealt with quickly, explaining along the way so that I understood what was going on. Definitely would use them again.

I moved into the property, called eonext to give them my electricity meter reading and I did say I don’t have a gas supply in the property. Sounds very clear but not fo to them.First electr.bill came over £1K for two days. Then I called eonnext and asked for the explanation of their estimated cost after even I give them actual figures.They said that they have previous supplier figures and they follow that. I was very lucky that company man came two days after I called, so he took the right meter reading which was almost the same as mine one.It’s took me more than a month stressing to explain and proof that the bill is incorrect and no possible to use over 2500kWh in two days in one bed property. Finally after very long investigation my bill was corrected. However they were keep charging me for the gas ( I don’t have gas supply and I did say that). So, getting fed up I complained to the ombudsman hoping for right outcome but tuff luck. They said that they don’t see anything wrong with my bills ( I really doubted they go through it otherwise they will see so many mistakes) . So, no gas supply but having a capped meter on the wall ( sticker Danger do not use) you will have to pay standing charge plus VAT or pay from your own pocket to remove that meter. Absolutely doesn’t make sense even I’ve attached the Ofgem recommendation than if the meter is capped and dangerous to use, customer shouldn’t pay standing charge but it’s doesn’t work for ombudsman unfortunately…So, I’d say do not rely on ombudsman positive decisions.

⸻ Review: I am extremely pleased with the service provided by the Energy Ombudsman. From the moment I submitted my complaint, the process was handled professionally and efficiently. The communication was clear throughout, and I was kept informed at every stage. I was particularly impressed with how quickly a resolution was reached, which was far quicker than I had anticipated. Thanks to their assistance, the issue was resolved to my satisfaction. I would highly recommend their services to anyone experiencing difficulties with their energy provider. ⸻

I turned to the Energy Ombudsman after a year of being double billed and ignored by my supplier. While the final decision was in my favour, the compensation matched the supplier’s original offer - which I had already rejected. More frustrating was the tone of the case handler, who came across as patronising and dismissive. Despite providing extensive evidence, key issues were overlooked, and I had to push to get basic things acknowledged.

Once the case has been accepted, there is strict timeline for submitting evidence - and comments on the other side's evidence; similarly for action after the decision has been announced. As our problem was that our energy supplier never answered letters and emails, this finally woke them up. We had a helpful discussion with an Energy Ombudsman official about how to present evidence.

Fairness and professionalism. Good communication skills, and a supportive spirit.

I had a case with EDF where i was sent a bill for over £37k. I had long protracted discussions with EDF which did not resolve the issue. I was then forced to go to the energy ombudsman otherwise have my near perfect credit score ruined by EDF. The Ombudsman claim to be independant and to review the case thoroughly. The Ombudsman is paid for by the energy companies and they made no effort to make EDF check to see if the meter was correct or not. They did offer a £200 credit to my account due to EDF's failure to resolve the issue. This is fairly standard for the Ombudsman and completely inadequate for the stress I had been through with EDF. I found the whole process favoured towards the energy company which was frankly no suprise. Until such times as these companies become truly independent and be given proper powers the service will continue to be inadequate for the consumer.

I contacted the Energy Ombudsman because Octopus did not take my complaint seriously, despite contacting them in writing three times. The Ombudsman accepted my complaint as valid and made Octopus accountable for their remedies. Unfortunately they were unable to insist that Octopus change their processes so that other customers did not face the same experience.

Operator was friendly and professional he took my details and explained clearly. Prompt follow through to resolution

Octopus have still not implemented the Ombudsman recommendations and the ombudsman don’t care or have no teeth to sort it out.