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 would stongky advise People thinking about switching the Utility company. I had a nightmare switching to British Gas. Trying to communicate with them is a nightmare. I moved into my new house in January + Switched from the comoany that was suppying the house to British Gas think they were better. How wrong i was.I,ve been through 5 months of hell + sleelless nights. I had an enormous bill for the th 1st Four days of utilities before i could switch.. I had to finally turn to The Ombudsman to hopefully solve the situation. Hopefully i have a suitable resolution Many Thanks to the Ombudsman team.
Date of experience: June 20, 2025
Raised a complaint against Octopus energy regarding them fitting a smart meter, which was ongoing for over SIX MONTHS as Octopus energy couldn't get a smart meter working at our property after trying FIVE METERS and seven engineer visits. Now the ombudsman have marked my case as resolved, even though we STILL don't have a working smart meter, and I have to supply meter readings, so it isn't resolved by any means.
Date of experience: June 19, 2025
As I'm on Trustpilot I thought I'd update my experience with the Ombudsman and British Gas. A compensation payment awarded to me by the Ombudsman from BG of £100 has never materialised. This is from an ongoing dispute that I last addressed in earnest circa July 2024. My last attempt to message the Ombudsman was met with a default Ombudsman screen message that said something like 'dispute ongoing'. From this I assumed my complaint was recognised and registered with the Ombudsman, and, in time, they would get back to me. Well, today is the 19th June, 2025 and I've heard nothing. I think they hope you'll just go away.
Date of experience: June 19, 2025
US
I thought the personnel at the Ombudsman Service worked very efficiently to achieve an impartial settlement to my dispute with British Gas but I did find the software system difficult to understand. I think a lot of people would give up because of that, which is unfortunate because the energy companies will be very experienced at using the system and that gives them an advantage.
Date of experience: June 19, 2025
Very disappointed. The ombudsman concluded BG gas was at fault. But all they did was direct BG gas to “attempt” to fix. That’s ridiculous. What’s the point of an ombudsman if they can not “force” the company to fix THEIR issue. Disappointed and wasted more time and do not feel as if the ombudsman / regulator really cares about enforcing service.
Date of experience: June 18, 2025
I was getting nowhere with my energy supplier, so I eventually got in touch with the energy Ombudsman. They investigated my complaint and made their decision. I am very happy with the manner my case was handled and the final resolution of my complaint.
Date of experience: June 18, 2025
It was nice to confirm for myself that companies like the Energy Ombudsman exist and can help protect your rights
Date of experience: June 18, 2025
Jan 24 issues began now June 25 issues still not resolved. Constantly living on edge of being cut off randomly due to issues with energy company. Christmas ruined. Not being able to top up. Hours spent on the phone. They inputted wrong details and dates. Explained everything backed up with evidence.
Date of experience: June 18, 2025
US
After having issues with octopus energy for years, we finally decided enough was enough and to come to the energy ombudsman, well what a waste of time that has been, the company haven’t rectified anything - all they have done is waste my time; sent a pathetic letter - supposed to be an apology?and paid a GWG, however still not sorted the problem, the ombudsman have taken their word that they have done as promised 🤣 and closed the case as resolved when it is far from resolved. I’ll be taking this further dragging both the energy ombudsman and octopus with them.
Date of experience: June 18, 2025
Terrible, Ombudsman refused to investigate invalid LOA from Corona Energy relating to our supply. The result was reversed COT for 6 months resulting in deemed prices, extra cost to us over £1000.
Date of experience: June 18, 2025
