Energy Ombudsman Reviews

Very user friendly. The portal was clear and the human interaction was easy and our agent was always at the end of the phone if we had any questions or developments we wanted to add.

I struggled for months trying to resolve an issue with British Gas. Despite numerous telephone calls and emails my issue was ignored. In desperation I contacted the energy ombudsman. The website was easy to use and uploading evidence was simple. My case handler responded promptly and reassured me by outlining the process he proposed to resolve my issue and the time scales involved. He keep in touch regularly to update me on the progress of my case. The issue was resolved completely. I truly believe that without the intervention of the energy ombudsman, my case would never have been resolved. I am so grateful for their service.

a good understanding of the problem kept me updated on progress felt i could rely on someone to take the stress of dealing with it myself very happy with decision would highly recommend

We had Chris sorting things out for us at a time of us being so stressed out , he explained everything to us , kept us updated, treated us with the utmost respect, listened to us , he was very understanding, supportive and helpful and got us a very happy outcome . Thankyou Chris for putting our minds at ease .

The Ombudsman was very patient, Fair & thorough in explaining my rights and made sure I got them from the company I had a dispute with. Thanks a Million

I will share full details once my case is concluded, but for now I can confidently say this: the Energy Ombudsman process has been a disgrace. Despite admitting the energy company was at fault — after I was left without energy and effectively homeless for 5 months — they’ve offered me a £200 "goodwill" payment as if my hardship is insignificant. I am a disabled and vulnerable adult, which I made clear in all my correspondence. It took them over two months to issue a decision that completely ignores the evidence and consequences I’ve endured. I submitted over 50 pieces of documented proof. The energy supplier submitted just two. The Ombudsman even changed my assigned case handler without telling me — I only found out by checking the portal myself. This is a process required before court, and sadly feels more like a protection mechanism for big companies than an advocate for consumer rights. I will be taking this much further. I’ve kept every piece of evidence, and I won’t stop until there is real accountability — for both the supplier and the Ombudsman’s handling of this case

I had a long standing issue with my energy supplier and as soon as Energy Ombudsman got involved, it was only a matter of days before my issues were resolved and a satisfactory offer was accepted. Very pleased!

After a truly exasperating experience with my supplier, I was able to access support with a clear timeline and great communication. I wouldn't hesitate to contact the EO again if I am unfortunate enough to find myself in a similar position.

I cannot thank the energy ombudsman enough for sorting out the problems I was having with my electricity company. I am sure that without their help I would still be having the same problems now. Muchena who dealt with my case could not have been more helpful and understanding. Thank you so much.

excellent service

The individual attention to the case was good at reviewing evidence. The portal is difficult for me to navigate. Once a decision was made the case was marked resolved and implemented far too early as British Gas only paid lip service to the decision and it was not worth the effort using this service.

I like many have had a problem with both gas / electric smart meters not sending a signal to E.ON, have spent many months and emails, trying to get them to sort out the problems, even cancelled my Direct Debit to speed up things, no joy but it did get charged a higher price for each kWH used and did not get a rebate, after getting in touch with the Ombudsmans James Turner I now have a new Gas Meter and the Electric meter signal sorted and a new in house smart meter all working fine and £100.00 goodwill, thank you very much

Ombudsman came to a set of remedies that British Gas should implement. British Gas failed to implement them in full, despite follow ups, and promises to return to me, ombudsman has not come back to me. I remain financially damaged as a result of failed system migration at BG. Throughout the case it was clear that my emails (that the advisor requested) had not been read, and on every phone call I was spoken over. I did not feel heard, and administratively he simply hasn’t finished the case, but has marked it as closed in his company portal, leaving me living with the consequences of un-implemented remedy for the next 6 years (until it disappears from my credit record). Overall, it was a waste of my time. Despite a 3 year problem following an IT migration at BG, I would have been better off paying the incorrect (large) bill and avoiding, switching supplier, and not wasting further time with the ombudsman. Shame as for my other energy account where the same IT migration problem was incurred, the advisor was polite and effective and responsive. I definitely got the B team this time.

Very supportive when I was getting no where with British Gas. They came to a sensible decision when British Gas were trying to fob me off, or not even responding to me.

Getting nowhere with br

Regurgitated British gas response Little independent analysis. No reference to applicable regulation or statute relied on when making decision. Shield for British gas to hide behind or prolong process to get to court

The communication was good and outcome was fair.

Been trying to sort out my Feed In Tarriff with British Gas for nearly 10 months. BG eventually agreed with what I had been saying and apologised

Extremely helpful and professional staff and service. Communication was excellent and the portal easy to you.