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 contacted the Ombudsman several months ago regarding a payment of £312 that was made through PayPal to my Barclays bank account but subsequently disappeared without a trace. I have been a customer of Barclays Bank, a major high-street bank, for over a decade without any issues. Over the past few years, I have consistently received payments into the same account via PayPal without any problems. I provided a letter from Barclays Bank confirming that no money was deposited into my account from PayPal at any point before, during, or after the date the payment was supposed to have been processed. Additionally, I included my bank statement from Barclays for the period surrounding the expected payment, which also confirms that no money was received from PayPal. This organisation is not only ineffective; it is also not fit for purpose. I wasted months providing evidence that I did not receive the payment, only for the allocated staff to reach a baseless conclusion. It is distressing to see larger organisations take advantage of vulnerable individuals. PayPal had even offered to refund me half the amount during the initial investigation, but I refused this offer because it made no sense to accept half of my own money. The investigation was biased. While the investigator accepted that PayPal processed a payment, they dismissed the evidence from Barclays indicating that no funds were credited to my account. He requested the same evidence I have already provided multiple times, leading to the conclusion that PayPal made a payment that I did not receive. This situation feels like outright robbery, and I will not give up until I receive the full amount owed to me.
Date of experience: June 2, 2025
The referral was a straightforward process. The result successful. We had been e mailing EDF for over 6 months without success. The ombudsman achieved success in less than a month.
Date of experience: June 2, 2025
Process explained clearly and got the result I wanted
Date of experience: June 2, 2025
I've had real hit and miss with the Ombudsman, first case handling was excellent and matter resolved. Second matter was a total waste of time. I did all the work the case handler took 6 months to see a simple sum, they have no empowerment over energy companies and there is no recourse if they energy provider doesn't follow the remedies. The energy ombudsman seem to have very slippery shoulders and any line manager or complaint isn't handled properly. A whole level of management could be removed for cost saving.
Date of experience: June 2, 2025
A wholly disappointing experience with no support towards the consumer. Clearly they are on the side of the energy companies. I will not be recommending a friend or family member to use this service.
Date of experience: June 1, 2025
US
The Energy Ombudsman's adjudicator stated that he was under no obligation to consider English law in his determinations and that with regards to my case he considered it likely that if English law were applied the outcome would be different. I think it outrageous that that Ombudsman decisions are allowed to be based on personal opinion without consideration of English Law.
Date of experience: June 1, 2025
US
I have had two interactions with the Energy Ombudsman. Though they are subject to limitations on the scope of their work and actions, I've found their service to be very quick, efficient and up front from the outset on what they can and can't do. As they have to be impartial, I am sure there is potential for people to feel let down when they don't get agreement on their issues. In my cases, the ombudsman dealt with things in a way that felt fair and reasonable. The staff I have dealt with have seemed very knowledgeable and the service is much faster than the very slow process of complaints in general. I would definitely recommend giving them a go, though, as others have said, they may not agree with your complaint and may be limited in what they can suggest as a remedy.
Date of experience: June 1, 2025
When you feel like British Gas won't listen and won't deal with your complaint it is great to have someone impartial to look into the complaint. Once the Energy Ombudsman contacted British Gas with all my evidence it was amazing the difference in how my complaint was handled. It was finally resolved by British Gas and we were given compensation for the troubles caused.
Date of experience: June 1, 2025
Everything was explained plainly, no jargon. All actions was adhered too with a time scale. Friendly and polite case workers.
Date of experience: May 31, 2025
