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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Despite initially encouraging conversations with my agent I am still no further forward. British Gas still ignores me or cannot explain where my £5000 has gone. My latest generated bill is pages and pages of "cancelled and reissued" but still shows zero payments. The ombudsman recommended a £150 credit be applied which I believe has been implemented but I'm still unable to access my BG online account despite it now passing the 28 day stage to act. I've been fighting with my incorrect account prior to leaving British Gas in April 2024! Now, over a year later and after numerous emails, live chats, calls and admissions that my account is incorrect I'm still in exactly the same place. Genuinely ready for British Gas to take me to court so at least I can get my points across. Blatant incompetence by BG followed by over a year of failed promises and inaction. Thank goodness I managed to break free and move to Octopus who I'm now paying significantly less but still handsomely in credit!
Date of experience: June 9, 2025
US
The online system is clear to navigate and easy to use. The Ombudsman representative contacted me the morning after I submitted my complaint against British Gas. He explained next steps, followed up quickly, and resolved the problem with BG. BG finally produced the necessary documentation confirming a nil balance, plus a goodwill cheque. Using the Ombudsman made a huge difference in holding BG to account. I had previously spent months going back and forth with them, getting nowhere. I'm now with Octopus and the difference in customer service is like night and day.
Date of experience: June 9, 2025
US
The people from the Ombudsman who contacted me were polite, knowledgeable and explained things clearly, but the ruling was a joke. I'm down £2000 because of advice my electricity company, Good Energy, gave me, but the compensation awarded was £50. Honestly, not even worth the hours that I spent completing forms, finding email trails and speaking to them on the phone. I'm now left with having to go through solicitors to resolve the issue. Also not helped by when i asked certain questions about why the responsibility/liability should lie in my set of circumstances, they keeps saying they were not in a position to answer that, which was not exactly helpful.
Date of experience: June 8, 2025
The Ombudsman Service resolved an issue for us in a short space of time. We had been experiencing problems for almost a year with our utilities supplier. After constant contact with the company and without the matter moving forward we contacted the Energy Ombudsman. They have resolved the issue in weeks and we are to receive an apology from the company.
Date of experience: June 8, 2025
US
Pointless, total waste of time. The formal objection on my behalf was incredibly weak, poorly written and missing 90% of the historical facts leading up to the stalemate with the appalling So Energy anyway, so when I accepted the option to appeal the obvious outcome, the ombudsman didn't bother responding and apparently the case is now closed with the situation in exactly the same place as it was when I started. I will have to employ a solicitor now which is obviously just adding to the expense of a disputed energy bill that is still racking up charges and my time, which is passing far too rapidly is, yet again, being wasted.
Date of experience: June 7, 2025
US
The energy ombudsman are a waste of time & energy after british gas could not get my smart meters functioning & broke numerous promises to resolve my problems with there smart meters & energy monitors I contacted them but would not recommend anyone to contact them as they have absolutely no power to get your energy provider to provide the service they should do.or to get compensation in any shape or form for the past 5 years of our dissatisfaction with the service british gas provide
Date of experience: June 7, 2025
My experience is: Don’t waste your time with the Ombudsman. They are in my experience totally useless, lack common sense and potentially have no authority. If you want someone to read off a script, make you jump through hoops repeatedly to then do a ‘computer says no’ then do engage. Their system is antiquated and impossible to navigate. You spend weeks chasing them and when they do eventually come back to you, you have to do more work to then get a robotic individual fob you off. My experience with them has added to the negative impact of dealing with issues caused by EDF energy/SEEKA who are now holding my account hostage.
Date of experience: June 6, 2025
Sorted out a very complicated mess of our online energy accounts. A massive relief they took the case on, and resolved it.
Date of experience: June 5, 2025
