Energy Ombudsman Reviews

This took a loooong time to resolve (10 months), however the ombudsman were at all times polite, diligent and stuck with it - and I am hugely grateful to them. I don't think the good outcome would have happened were they not involved - as the company in question were completely stone-walling us - being incredibly difficult to contact. Hurray!

Although it was the first time I ever used ombudsman service for my energy problem butI would like to say that I have had a very good experience with the process and the way the energy ombudsman dealt with my issue and concerns and bringing about in the end a very just and honest resolution to my disputed bill with my gas company which I had referred to them for an impartial investigation and final decision. In this whole process Miss. Amy Wood was my case handler and I would like to thank her and the energy ombudsman for their contributions and efforts to reach a settlement and decide my case.

Terrible experience. The Ombudsman just accepts what your supplier tells them. I now see why there are 42% 1 Star Reviews - very poor! Don't waste your time

The energy company sent pictures of the alleged meter tampering. The pictures proved without a doubt that my meter was not tampered with, and all the anti tamper wires were in place and my meter was in perfect condition. These photos and what I said about them was not taken into account. The energy company made an offer to half the cost, and admitted they could not prove that I had tampered with the meter, but that the supply to the meter had two paper seal broke. The supply they talk about supplies two meters, none of which had proof of tampering. The meters are in a property below mine that I do not live in or even have access to. This was completely disregarded too. The ombudsman did nothing but say the offer of half the cost should stand, plus £150 for my trouble. Ignored all the evidence and just basically sided with the electric company, which I was told by two third parties that is what they do.

Professional and extremely helpful service provided in a timely manner.

I battled with British Gas for seven months to get several problems sorted. I phoned them every week. I only found out later all my complaints were being rejected and no one told me, then just went in the bin. Without the assistance of the energy ombudsman, I would still be in this revolving door of pain now. They took my case on and got all my issues resolved in 2 months.

Understood the problem, communicated well, cojdl not really ask for more. Disappointing that BGas continued to threaten debt collection action while the complaint was being investigated and it seems the Ombudman can do nothing about this

From start to finish my Ombudsman Chelsea was nothing short of amazing. She kept me in the loop at every stage, usually with a phone call or email. Chased my energy provider up to send their evidence but after weeks of pursuing them went ahead with her findings anyway.Have had the whole stressful experience sorted with a refund, compensation, smart meter & letter of apology. Very friendly & knowledgeable young lady. Thank you again.

The gentleman who handled my complaint was professional, knowledgeable, professional, respectful and swiftly grasped the issues I'd raised and grasped the impact that this ongoing dispute had on me.

Total waste of time I fell foul of the Energy Ombudsman and OVO energy when they shut the previous Energy Ombudsman service down in 2023 and the guy called Andy left Between OVO and the Energy Ombudsman service all they have done is cause stress Finally managed to get a case opened again in November 2024 First of all told OVO could refuse to go with the Energy Ombudsman Service …… guess what they did!so proved they had sent a 8 week letter Just before Christmas I get the Result I have underpaid No I have not So told me the best thing would be to decline it Don’t think she even looked at it Was just happy to get her Christmas holiday. Now good old OVO are telling me to go back to the Energy Ombudsman Compliance with OVO that is all they are! Don’t waste your time All they can quote is small claims court! Thanks for a complete messed up experience Paid for by the Energy Companies. Thank you for your reply OVO are now telling me to come back to you….. As I quoted you have told me the small claims court is my only option! As the previous Energy Ombudsman service was closed down in August 2023 The letter that I should have received in April was lost or “Sat” on on my appeal and never completed! Does that Original Decision still stand against OVO because they Need to be told and I understand they have to adhere to that Decision! The letter I received pointing to Step change and advice is more than upsetting. I have been judged most unfairly and accused of underpaying because of the inept service I have received. The original letter I received in August 2023 after it got lost/sat on was less than flattering.

Good personal communication, regular updates and responded quickly to any questions. Satisfactory resolution.

After l had used C.A.B & my M.P. l had to call on the Ombudsman to help me in my case against a company who had wrongly taken my account from another company without checking their sources.

Really delighted with the whole process - the agent handling my case called me within a couple of days of the complaint being lodged, had read and understood all my issues. He called again at the end of the review, confirmed the compensation I’d been offered was reasonable and I was glad it was now resolved. The energy company is giving me a written apology and compensation.

After 8 months of complete stress I contacted the Energy Ombudsman. From start to finish Shaun Kelly has been nothing short of excellent. I was contacted via telephone within an hour of submitting my claim online and after that Shaun liased with Utility Warehouse taking the stress away from me. The Ombudsman found in my favour and 8 weeks later I had a complete meter change date booked, a smart meter, a tariff change, a letter of apology plus £220 compensation from this dire electricity company . Thank you so much

Thank you to Tracy for your help with my issue with British Gas, you helped me through the while process with patience and understanding and I appreciate what you did. I hope that I get the compensation money soon and it does not go to another random address, like the debt letters did, when I did NOT owe the money anyway. Even the last email I received From BG had a random name in the salutation. Followed by another email apologising for the mistake.

I found the process extremely easy, just a quick chat, send any evidence if you have, then they communicate on your behalf, makes company do something instead of fobbing you off, personally i would highly recommend using this service, i definitely will

From the moment I submitted my complaint, the process was handled swiftly, professionally, and with great empathy. David provided clear explanations at every stage, ensuring there were no delays. He took the time to listen to my concerns, demonstrating a deep understanding of real-world issues. Even when certain aspects of my complaint were not valid, he explained why in a way that was both informative and reassuring. Thanks to his approach, I now know how to avoid similar issues in the future. Octopus has already implemented every recommendation, corrected my bill, and provided compensation. The Energy Ombudsman’s involvement has made a real difference to my family. David’s professionalism, efficiency, and commitment to customer care set a standard that should be followed across all industries.

With solar panels and battery I do not use electricity at "day" rate. I was being charged day rates for night usage for months. Told it was fixed once, but is was not. Supplier was starting to ask for already supplied information again. Would not have got the problem solved without the ombudman.

Was the most sensible way to make the supplier take notice, recognise the issue and take the necessary action to resolve. The case handler was excellent and kept me fully informed throughout.