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
I had a positive experience with the Ombudsman service, and I want to especially thank Hannah S for her outstanding support throughout the process. From start to finish, she was professional, patient, and clear in her communication. She took the time to listen to my concerns and made me feel heard and respected, which made a real difference during a difficult time. The entire process felt fair and transparent. I was kept updated at every stage, and the outcome was handled with care and integrity. It’s reassuring to know there is a service that puts people at the center and works with compassion and objectivity. Thank you again, especially to Hannah your kindness didn’t go unnoticed.
Date of experience: June 17, 2025
Very good in finding in my favour against British Gas and delivering a remedy. The fact is BG have failed to deliver the remedy properly leaving me having to raise a complaint again?!
Date of experience: June 17, 2025
I received a quarterly statement from British Gas stating I was just under £4000 in debit. My previous bill was £37 in debit. There was an error. Instead of charging me from Nov 24 - Feb 25 the statement was dated Nov 22 - Feb 25 but had only included the last 3 months direct payments. It took me 10 weeks of complaining and still nothing was resolved so I contacted the Energy Ombudsman. I was nervous of doing so but needlessly so. My case handler was Rebecca Swansbury. She listen to my complaint and explained the process very clearly to me. She was very professional, patient and helpful towards me. The process and timescale of each step was explained After 10 weeks of trying to get the error sorted within a week of the Energy Ombudsman taking over the dispute I received a resolution and offer from British Gas and the problem is resolved and my account is up to date.
Date of experience: June 17, 2025
The Ombudsman immediately grasped the issues of my complaint, they were professional, diligent throughout the case.
Date of experience: June 17, 2025
Good communication throughout even when the company in question was not sticking to deadlines. Would not have achieved a conclusion with out the ombudsman
Date of experience: June 16, 2025
US
After getting nowhere with the energy company, I contacted the Energy Ombudsman and within a few days I had someone to talk to from the energy company and my issue was eventually resolved. The lady from the Energy Ombudsman listened, and gave me time especially when things got too much... her advice on how to deal with the issue was spot on too... thank you
Date of experience: June 16, 2025
From the 1st phone call I made to them I've been listened to. The service has been clear, easy to use and quick. My contact has been excellent, always explaining the scope of the Ombudsman's remit. At the same time showing empathy with the situation.
Date of experience: June 16, 2025
