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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www.energyombudsman.org1,000 total • Write a review
The process was surprisingly quick and easy. Lyn was a real beacon of hope during a dark and depressing time trying to deal with a problem created by the energy company. This experience was the complete opposite to the only other experience I had ever had with the housing Ombudsman a decade ago which took years and was very far from "impartial".
Date of experience: June 12, 2025
US
This was the third time I had complained to the Ombudsman. On the previous two occasions, there was great communication from my case handler, and I never had any problems either calling my case handler and talking to him/her or uploading documents. This time was very different and disappointing. I struggled to get through to anyone on the phone and only once I remember talking to someone. Most of the time I called the line kind of went dead. I must have called over ten times and I also found it impossible to upload my evidence on the portal. The Ombudsman failed to investigate why my energy supplier was manipulating my account and change the billing in my account to why I have three bills for the same month with completely different figures. This is alarming and this is what REALLY needed to be investigated.
Date of experience: June 12, 2025
The team dealt with my case efficiently, they understood the issues I was facing and my concerns. They are a very friendly team and I recommend using their services.
Date of experience: June 11, 2025
A great service with attention to detail
Date of experience: June 11, 2025
Wonderful free service. Two years of being fobbed off and shuttled between two companies. Sorted in a few weeks. Highly recommend
Date of experience: June 11, 2025
US
The Energy Ombudsman responded knowledgeably, fully, understandingly and compassionately to my complaints about an energy supplying company's crooked and corrupt dealings. Due to circumstances the Ombudsman extended my information return date twice. They replied clearly about the problems and the resolution actions and saved us hundreds of pounds.
Date of experience: June 10, 2025
US
I found the web experience intuitive and fairly simple to use. I must emphasise that I'm reviewing the online process rather than the quality of the adjudication. On this occasion Tomato Energy admitted culpability and honoured their statutory and 'goodwill' obligations without objection, so the judgement/impartiality of the ombudsman was not a factor.
Date of experience: June 10, 2025
There is no question that without the assistance of the Ombudsman service I would have got nowhere with my complaint. No-one I spoke to at Eon next could understand the problem but going via the Ombudsman service got me higher up the food chain to someone who did understand and could arrange the necessary measures to be taken to sort things out
Date of experience: June 9, 2025
