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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EO has taken their responsibility very seriously to resolve issues between customers and energy supplier. Staff are very friendly and understanding and always try to be fair to both sides of the argument.
Date of experience: June 25, 2025
In common with many other people, I have "Smart"! Meters that are not Smart. This is a known problem - in particular with a particular make of meter, which I am unfortunate to have fitted. The meters (Gas and Electric) produce gibberish figures (sometimes 30% or so in error) which makes them useless for analysing energy use - which is what they are meant to be used for. Smart Meters are a con, paid for by the consumer, for the benefit of the Energy Companies - the consumer doesn't matter at all. The Energy Ombudsman pretends that they can determine meter accuracy remotely to the (very small percentage) of error allowed. This is untrue, but the Government / Energy Companies don't want to put their errors and failings right and use the Ombudsman system to palm the consumer off. To have the meters tested properly would cost me over £1000 (yes, really) and has to be carried out by the Energy Company's Contractor (There's cosy for you, you pay their mates to say everything is fine). The Ombudsman, rather than doing anything about it, plays "computer says know". What a con....
Date of experience: June 25, 2025
US
From submitting my concern to the support of the investigator to the result, this has been both a professional and considered process with support provided and given throughout. James Smith has been polite, respectful and listened. His advice and guidance was thorough and very helpful. Thank you for your support, advice and guidance. Having the opportunity to talk through on the telephone at all stages was extremely valuable and helpful. The experience has been second to none. Thank you.
Date of experience: June 24, 2025
US
Largely ineffective. Think carefully about how much time you are willing to spend on fighting your case. If there is a smart meter involved you have little chance of a positive outcome. If the discrepancy is affordable, the time in your life maybe more valuable to you. Sad but true.
Date of experience: June 24, 2025
Carl Dutton was amazing dealing with my false unfair bill that stretched over 2 years to resolve due to British Gas purposely ignoring their failings. Carl was always a phone call away and updated me regularly in the pursuit of rectifying the unfair treatment of me. Absolutely amazing work from Carl Dutton!
Date of experience: June 24, 2025
I strongly recommend anyone who has an energy problem to go to the ombudsman. I had been trying without success to sort the problem myself. As soon as I raised it with the ombudsman they acted really quickly and they have helped me massively. Thankyou.
Date of experience: June 24, 2025
Mark Harding was amazing on my case ref. EG009030-25 He took time to understand and then was very persistent in dealing with British Gads, who were deliberately difficult for many months. Mark worked with me to reach a successful outcome. Mark’s customer service is some of the best I have ever come across in my 30 years of Customer Success Management. He is a credit to the Ombudsman.
Date of experience: June 24, 2025
I contacted the Energy Ombudsman about my complaint with my energy provider. It was a straightforward process. I had been in conflict with my energy provider for months, trying to get them to stop overcharging me. It only took a matter of a few weeks for a resolution to be found once the Energy Ombudsman became involved. I would highly recommend using their service if you are going through issues with your energy provider. 10/10 from me.
Date of experience: June 24, 2025
US
Ombudsman stated resolutions implemented when actually a key resolution was not implemented. British Gas just showed an intent to implement resolution . British Gas still hasn’t implemented resolution.Now left without any hope of ever resolving issues. “Resolution 2: Bill the gas account to a meter reading of 06141 dated 20 May 2025” Not Actually implemented, but signed off as implemented, when actually only intent to produce bill has taken place. A very shoddy job
Date of experience: June 24, 2025
The Ombudsman confirmed I wasn’t liable for the energy account and ordered British Gas to clean up the damage. That part was done well. But British Gas ignored the ruling for weeks, kept damaging my credit file, and even added another default during the live investigation — and the Ombudsman did nothing to enforce their own ruling. No escalation, no pressure, no urgency. I had to take legal action, contact regulators, and chase Experian and British Gas myself. In the end, British Gas complied, but only because I forced them to. The Ombudsman process works in theory, but when companies refuse to play fair, consumers are still left unprotected. Edit (My response to the reply from the Energy Ombudsman): Thank you for the reply. To clarify, my issue isn’t with the decision itself — it was clear, well-reasoned, and in my favour. British Gas complied with the final ruling, which they were required to do once I accepted it. They had no right of appeal at that point. However, during the investigation they continued reporting false data to credit agencies, added a fifth default, and provided misleading statements to the Ombudsman, yet no enforcement or escalation followed. Companies must not be allowed to intentionally mislead! I had to pursue legal action, contact regulators, and chase Experian myself. The Ombudsman process works in theory, but when companies behave dishonestly during the process, there appear to be no consequences. That’s a serious gap in consumer protection and it remains unaddressed.
Date of experience: June 22, 2025
