Energy Ombudsman has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
Once aware of the process and access to the online system the complaint was handled very well and I received a fast resolution from Octopus. They had shown no interest in resolving my complaint about refunding my credit balance on transferring my energy account elsewhere. The Ombudsman case definitely made them sit up and deal with it and I received a full refund and compensation for the mistakes made.
Octopus haven't completed their actions in the given time frame and have no date to do so, yet you've closed the case stating that Octopus have completed their actions! I still do not have a working gas metre since Octopus tried and failed to install a smart metre in February, 5 months ago. All I want is a metre that works so I know how much gas we are using and what I should be paying.
Excellent service and case handled in the time frame stated I was kept informed throughout the process including personal phone calls Staff always friendly and polite
Thank you team. If not for you the energy supplier would have not resolved the complaint and I would have lost £100’s
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I was being really messed around by Scottish Power, and this case took months to resolve because of their evasiveess and dishonesty, but Naz at the energy ombudsman really stood out by standing her ground for over six months until Scottish Power relented and did asa she had asked in the first place. Can't recommend her and the ombudsman enough.
Date of experience: July 18, 2025
Failed to address the issue raised. No explanation of the rationale of finding in favour of OVO who were clearly contravening basic contract law.
Date of experience: July 18, 2025
Subject: A Heartfelt Thank You Dear Beverley Young, I hope this message finds you well. I wanted to take a moment to express my deepest gratitude for your invaluable assistance regarding my dispute with British Gas. Your dedication and support over the past couple of months made an incredibly challenging situation much more manageable for me. From our very first interaction, your patience and understanding shone through. I appreciate how you took the time to listen to my concerns and guided me through the process of gathering evidence to support my case. Your expertise and attention to detail were evident, and it was clear that you genuinely cared about helping me find a resolution. Thanks to your hard work, British Gas has finally recognised their oversight and dropped the massive bill that I should have never been charged. This outcome has made a tremendous difference in my life, and I cannot thank you enough for your efforts. You truly deserve a medal for your commitment to consumer advocacy and the kindness you showed me throughout this ordeal. I am grateful for your service and proud to have someone like you in the role of Energy Ombudsman. Thank you once again for everything. Warm regards, Helen
Date of experience: July 17, 2025
To be honest I found the process a waste of my time. I presented a lot of support evidence to support my case against the Utility Company most of which seemed to be ignored. I could have presented more if the on/line system allowed
Date of experience: July 17, 2025
Waste of time and effort even though I had the law on my side that didn’t matter to the ombudsman, they supposedly have there own laws. They are biased against landlords and are to lazy to learn about the law.
Date of experience: July 17, 2025
I escalated my issue as usual via the Resolver online customer complaints system promoted by Martin Lewis after 8 weeks . The Energy Ombudsman did not respond . I contacted them directly . It then took a further 2 months to complete the investigation while arrears accrued meaning that even though this issue was not of my creation (agreed by the ombudsman) I now have a payment plan that is higher over 12 months than would have been had they responded sooner . On reflection I also feel their opinion on what constitutes a reasonable goodwill payment from the supplier now I fully understand the financial impact going forward is wrong .
Date of experience: July 17, 2025
The Ombudsman service provided a clear, fair, and thorough investigation into my complaint against British Gas. My case handler, Jennifer Diable, showed understanding of the issues and ensured that British Gas acknowledged their failures — both in billing and customer service. The outcome was well-reasoned, and the resolution (including backbilling adjustments, a goodwill payment, and a written apology) was appropriate and reassuring. I felt listened to and supported throughout the process.
Date of experience: July 17, 2025
