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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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 .
Date of experience: June 28, 2025
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
Date of experience: June 28, 2025
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
Date of experience: June 27, 2025
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!
Date of experience: June 27, 2025
US
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.
Date of experience: June 27, 2025
US
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.
Date of experience: June 27, 2025
excellent service
Date of experience: June 27, 2025
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.
Date of experience: June 27, 2025
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
Date of experience: June 26, 2025
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.
Date of experience: June 26, 2025
