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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Getting nowhere with br
Date of experience: June 26, 2025
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
Date of experience: June 26, 2025
The communication was good and outcome was fair.
Date of experience: June 26, 2025
My father passed away in December. When I contacted British Gas to inform them of his death, instead of closing the account and sending the final bill to the executor as per the bereavement process, they tried to pass the debt on to my brother! After spending 6+ hours on the phone to them - and getting nowhere - I ended up raising a case with the ombudsman. British Gas made mistake after mistake, causing my brother and I untold amounts of stress when all we wanted to do was grieve. I was unable to apply for probate until 10 days before I would have been fined for a late application (i.e. it took them just under 6 months to rectify the problems they had caused). They offered me £80 as an apology but I felt this was insulting. After I contacted the ombudsman, this figure was reduced to £75! Lucy and Amy completed their investigation and made British Gas send me a letter of apology and increase the compensation to £200. The cheque arrived today.
Date of experience: June 25, 2025
they seem to have bias and side with scottish power the energy company even if there is proof of fraud by that company(i know they dont investigate fraud but should be seen as a red flag)..they dont seem to look at the evidence properly.. funny how energy ombudsman can write replies but we can't reply to there replies on here... Says it all ... CORRUPTION
Date of experience: June 25, 2025
Despite an excellent investigation and a series of agreed remedies to my complaints my supplier SO Energy has not yet responded and has ignored the Ombudsman's recommendations so far. I have since heard from my supplier who has agreed to carryout all of the agreed remedies.The main one being the meter replacements on 21/0725.
Date of experience: June 25, 2025
I had no gas meter readings for nearly four years.I had e mailed scottish power numerous times but to no avail.Contacted omnbudsman and it was sorted within a few months.I recieved a new gas and electricity meter,a written apology,£125 credit to my bills and to top it off i recieved nearly £3000 pound back that i had over paid.Thank you Jason Stevens for your help.
Date of experience: June 25, 2025
