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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US
When I raised my dispute I was unsure what to expect. What I got was a clear professional & informative service. I do not want a SMART meter and it seems I do not have to have one- despite Octopus energy insisting that I do!
Date of experience: June 20, 2025
US
I was hugely impressed with the way my complaint was handled. My contact clearly had an in depth knowledge of the industry and completely understood the issues concerning me. I was given a thorough explanation of the factors considered and how a conclusion was arrived at.
Date of experience: June 20, 2025
Had been struggling trying to get the people at Octopus Energy to sort out the same problem for a second time. The Energy Ombudsman (Chris O'Hara) took on my case and it was then sorted to my satisfaction
Date of experience: June 20, 2025
I regret accepting the Ombudsman's decision. Chris, the case handler, consistently sided with E.ON throughout what should have been a straightforward process: replacing a smart meter E.ON installed that wasn't sending readings, which prevented me from getting an EV tariff. Chris closed the case as "decision implemented" before the work was even finished. This appeared to be an attempt to show E.ON didn't breach their extended deadline of June 15, 2025, even though the meter replacement didn't occur until June 18, 2025. To make matters worse, the gas meter still hasn't been changed, and the electricity meter replacement has left my EV charger completely dead. I can't even charge my car now, yet the Ombudsman claims the decision has been implemented. My strong impression throughout was that Chris lacked the impartiality essential for his role; it felt very much like an "old boys' club" situation.
Date of experience: June 20, 2025
After months of being fobbed off by our energy supplier enough was enough and we had to get in touch with the Ombudsman - why didnt I do it sooner? We got allocated a lovely lady Catherine who showed empathy towards our very stressful situation, she was professional at all times and got us the result we wanted! I would not hesitate to get in touch with the ombudsman again - 5 🌟 service
Date of experience: June 20, 2025
US
I would like to sincerely thank you for the time, care, and professionalism you showed throughout the handling of my case with So Energy. From the outset, this was a complex issue involving historical billing errors, back-billing concerns, and a prolonged lack of communication from the supplier. I had raised valid concerns about duplicated energy charges, an incorrect start reading, and the appropriate application of Ofgem’s back-billing rule. You took the time to carefully consider the evidence, respond with clarity, and ensure that all aspects of my complaint were fairly addressed. The resolution — including the £150 goodwill award, the £79 credit adjustment, and confirmation of the corrected billing — exceeded my expectations and brought much-needed closure and reassurance. You also showed great patience and understanding around my request to communicate in writing due to my mental health needs, which I truly appreciated. Thanks to your involvement, I now feel confident that my account has been handled justly and transparently. I am very satisfied with the outcome and extremely grateful for your support.
Date of experience: June 20, 2025
OVO wouldn’t reply to any of my emails. From the ombudsman’s decision in March to date, I have heard nothing. The case officer wouldn’t reply to me when I reported it. He then closed the case saying he was satisfied. An impartial service this is not. Now I am being taken to court despite all my evidence being sent to the ombudsman. My financial offer was ignored my OVO. The months of stress after my breakdown has lead to very poor health.
Date of experience: June 20, 2025
