Energy Ombudsman Reviews

After months of being fobbed off by our energy supplier enough was enough and we had to get in touch with the Ombudsman - why didnt I do it sooner? We got allocated a lovely lady Catherine who showed empathy towards our very stressful situation, she was professional at all times and got us the result we wanted! I would not hesitate to get in touch with the ombudsman again - 5 🌟 service

I would like to sincerely thank you for the time, care, and professionalism you showed throughout the handling of my case with So Energy. From the outset, this was a complex issue involving historical billing errors, back-billing concerns, and a prolonged lack of communication from the supplier. I had raised valid concerns about duplicated energy charges, an incorrect start reading, and the appropriate application of Ofgem’s back-billing rule. You took the time to carefully consider the evidence, respond with clarity, and ensure that all aspects of my complaint were fairly addressed. The resolution — including the £150 goodwill award, the £79 credit adjustment, and confirmation of the corrected billing — exceeded my expectations and brought much-needed closure and reassurance. You also showed great patience and understanding around my request to communicate in writing due to my mental health needs, which I truly appreciated. Thanks to your involvement, I now feel confident that my account has been handled justly and transparently. I am very satisfied with the outcome and extremely grateful for your support.

OVO wouldn’t reply to any of my emails. From the ombudsman’s decision in March to date, I have heard nothing. The case officer wouldn’t reply to me when I reported it. He then closed the case saying he was satisfied. An impartial service this is not. Now I am being taken to court despite all my evidence being sent to the ombudsman. My financial offer was ignored my OVO. The months of stress after my breakdown has lead to very poor health.

I would stongky advise People thinking about switching the Utility company. I had a nightmare switching to British Gas. Trying to communicate with them is a nightmare. I moved into my new house in January + Switched from the comoany that was suppying the house to British Gas think they were better. How wrong i was.I,ve been through 5 months of hell + sleelless nights. I had an enormous bill for the th 1st Four days of utilities before i could switch.. I had to finally turn to The Ombudsman to hopefully solve the situation. Hopefully i have a suitable resolution Many Thanks to the Ombudsman team.

Raised a complaint against Octopus energy regarding them fitting a smart meter, which was ongoing for over SIX MONTHS as Octopus energy couldn't get a smart meter working at our property after trying FIVE METERS and seven engineer visits. Now the ombudsman have marked my case as resolved, even though we STILL don't have a working smart meter, and I have to supply meter readings, so it isn't resolved by any means.

As I'm on Trustpilot I thought I'd update my experience with the Ombudsman and British Gas. A compensation payment awarded to me by the Ombudsman from BG of £100 has never materialised. This is from an ongoing dispute that I last addressed in earnest circa July 2024. My last attempt to message the Ombudsman was met with a default Ombudsman screen message that said something like 'dispute ongoing'. From this I assumed my complaint was recognised and registered with the Ombudsman, and, in time, they would get back to me. Well, today is the 19th June, 2025 and I've heard nothing. I think they hope you'll just go away.

I thought the personnel at the Ombudsman Service worked very efficiently to achieve an impartial settlement to my dispute with British Gas but I did find the software system difficult to understand. I think a lot of people would give up because of that, which is unfortunate because the energy companies will be very experienced at using the system and that gives them an advantage.

Very disappointed. The ombudsman concluded BG gas was at fault. But all they did was direct BG gas to “attempt” to fix. That’s ridiculous. What’s the point of an ombudsman if they can not “force” the company to fix THEIR issue. Disappointed and wasted more time and do not feel as if the ombudsman / regulator really cares about enforcing service.

I was getting nowhere with my energy supplier, so I eventually got in touch with the energy Ombudsman. They investigated my complaint and made their decision. I am very happy with the manner my case was handled and the final resolution of my complaint.

It was nice to confirm for myself that companies like the Energy Ombudsman exist and can help protect your rights

Jan 24 issues began now June 25 issues still not resolved. Constantly living on edge of being cut off randomly due to issues with energy company. Christmas ruined. Not being able to top up. Hours spent on the phone. They inputted wrong details and dates. Explained everything backed up with evidence.

After having issues with octopus energy for years, we finally decided enough was enough and to come to the energy ombudsman, well what a waste of time that has been, the company haven’t rectified anything - all they have done is waste my time; sent a pathetic letter - supposed to be an apology?and paid a GWG, however still not sorted the problem, the ombudsman have taken their word that they have done as promised 🤣 and closed the case as resolved when it is far from resolved. I’ll be taking this further dragging both the energy ombudsman and octopus with them.

Terrible, Ombudsman refused to investigate invalid LOA from Corona Energy relating to our supply. The result was reversed COT for 6 months resulting in deemed prices, extra cost to us over £1000.

I had a positive experience with the Ombudsman service, and I want to especially thank Hannah S for her outstanding support throughout the process. From start to finish, she was professional, patient, and clear in her communication. She took the time to listen to my concerns and made me feel heard and respected, which made a real difference during a difficult time. The entire process felt fair and transparent. I was kept updated at every stage, and the outcome was handled with care and integrity. It’s reassuring to know there is a service that puts people at the center and works with compassion and objectivity. Thank you again, especially to Hannah your kindness didn’t go unnoticed.

Very good in finding in my favour against British Gas and delivering a remedy. The fact is BG have failed to deliver the remedy properly leaving me having to raise a complaint again?!

Angela McAdam at the Energy Ombudsman has been so helpful, sorting out a mess caused by Octopus Energy. She is professional, and investigated the matter thoroughly. A massive thank you to her and Ombudsman!

I received a quarterly statement from British Gas stating I was just under £4000 in debit. My previous bill was £37 in debit. There was an error. Instead of charging me from Nov 24 - Feb 25 the statement was dated Nov 22 - Feb 25 but had only included the last 3 months direct payments. It took me 10 weeks of complaining and still nothing was resolved so I contacted the Energy Ombudsman. I was nervous of doing so but needlessly so. My case handler was Rebecca Swansbury. She listen to my complaint and explained the process very clearly to me. She was very professional, patient and helpful towards me. The process and timescale of each step was explained After 10 weeks of trying to get the error sorted within a week of the Energy Ombudsman taking over the dispute I received a resolution and offer from British Gas and the problem is resolved and my account is up to date.

The Ombudsman immediately grasped the issues of my complaint, they were professional, diligent throughout the case.

Good communication throughout even when the company in question was not sticking to deadlines. Would not have achieved a conclusion with out the ombudsman