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 struggling with getting a correct bill after my gas meter didn't talk to them for 18 months but taking a dd amount every month. A new meter was fitted then they gave me a bill of nearlyv£2000 which they chased me for i complained they offered £100 off the bill and rung me so many times to ask me to close the complaint . I knew the bill wasn't correct asked for their calculations which they couldn't do just sent me loads of bills. I was getting nowhere so I contacted the energy ombudsman within 1 week I received a letter via the portal saying sorry for the way I was treated and said I owed nothing- as a pensioner that was a result as it was really getting me down. Whilst it was all going on I was paying them £111 per month until the debt was paid off
Date of experience: June 30, 2025
The Energy Ombudsman investigator was so empathic, caring and professional, the process is seamless and straightforward. Of course you have to submit your evidence and takes time but is worth it
Date of experience: June 29, 2025
Absolutely worth getting in touch. I was so frustrated with every attempt to resolve my billing and rate issues with Octopus. At last, someone listened, took time to understand and wanted to help resolve months of brick wall head bashing. And resolve my issues they did, within weeks. Intelligent case handlers who took all the stress away.
Date of experience: June 28, 2025
US
I would advise any consumer to get in touch with the Energy Ombudsman if you feel you are not being listened to and are challenging issues that are being ignored. I was assigned a case worker straight away and within two days the energy provider contacted me directly with a resolution. This had been ongoing for months with my account being put in debit, I was going to be out of pocket and still not being listened to. I collated all the evidence, uploaded on the Energy Ombudsmans website and the energy provider has now admitted fault. I have had my account credited dating back to 2023, also a goodwill gesture of £150 which will be credited to my account, an apology letter, I am led to believe a staff member will be retrained and a new meter will be fitted as the energy provider has been reading another meter. These energy companies still get off lightly and prefer to ignore their paying customers. I would not hesitate to involve the Energy Ombudsman in the future.
Date of experience: June 28, 2025
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.
Date of experience: June 28, 2025
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.
Date of experience: June 28, 2025
