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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From start to finish ( Glenda ) the ombudsman explained everything to me regarding the process. She phoned/emailed when she said she would . Obviously read OVO's contact with myself ( I believe she said there over 200 pages and found 2 areas I had not been compensated for that I had not realised I was entitled to ) . Having read negative comments regarding the Ombudsman I put forward my experience and hopefully people will be encouraged to proceed with their complaint the more this is done hopefully OVO will wake up and take notice . One important thing is that you keep all correspondence you have with OVO I suggest emails are better than phonecalls but if you have to phone Keep records of date / time and who you spoke to so you can submit as evidence.
Date of experience: May 30, 2025
US
Completely bias and a sham. The agent, quite proudly boasted to me how he had worked for energy companies before the ombudsman. And every word after that was only thinking about the big companies side. Zero empathy or reasoning, complete waste of time. Just go to google and every other public website for your supplier and make public reviews, facebook posts or even your local journalist. Public bad press is the worse thing they can ask for. Dont waste one moment with these clowns
Date of experience: May 29, 2025
An excellent service from start to finish. We were kept informed and the case workers took time to understand the problem. We were very happy with the negotiations and final outcome orchestrated by the ombudsman - especially after 2 years of getting nowhere with the energy company
Date of experience: May 29, 2025
US
issues with my energy supplier for 12 months, I finally contacted the energy ombudsman and relayed all the issues and problems, once all documents I needed to send were uploaded, energy ombudsman did the rest for me. excellent, efficient and professional service. I could not be happier with their service
Date of experience: May 29, 2025
US
Excellent staff who were very knowledgeable and friendly to both parties. They were real people talking to the public. They were unbiased and without doubt a credit to the service they provided. Thank you all to the team at the Ombudsman office. You are a credit to yourselves, the service you provide and to the society we live in.
Date of experience: May 29, 2025
US
Unfortunately I am very disappointed with the energy ombudsman. I was really pleased when they agreed to take on my ongoing case with British Gas who I had had a lot of trouble with in the previous months. The ombudsman ruled that BG should write a letter of apology which I received and also a goodwill cheque of £75 as way of compensation which I agreed to. The cheque for the compensation arrived in my late mother's name which I can't cash as I have closed her bank account in Aug last year. I spoke to the ombudsman concerning this and they escalated my complaint which I was happy with. Yesterday however I was told that my complaint was closed as BG had done everything they were supposed to and there was proof. I have my bank statement to prove the money has never been paid to me and a cheque from January 25 addressed to my late mother that I can't cash. I have reiterated this to the ombudsman but to no avail. This morning I received a survey as my case is closed to them but obviously unresolved to me and a link to leave a review on here, which I have now done.
Date of experience: May 29, 2025
An absolute waste of time. A service provided and financed by the Energy Companies to offer a small financial reward and an apology to make complaints go away. My compaint was about the forthcoming RTS shutdown and the failure to offer any viable metering solution was transformed into something I had not complained about. i.e. service and tariffs. The resolution suggested would (will) incur serious financial hardship. A service independant of the OFGEM and the Energy Companies is required to properly investigate complaints without fear or favour. That is clearly not the case at present. With a 41% 1 star rating you would think the penny might have dropped how useless the service is for any real complaint.
Date of experience: May 28, 2025
Without the ombudsman this case would not have been resolved. Scottish Power think they can abuse people and withhold payments. Their customer service is terrible and arrogant!!!
Date of experience: May 27, 2025
US
Funded by the energy suppliers, no wonder Energy Ombudsman is blatantly biased. Energy Ombudsman deliberately ignores customer's facts substantiated with evidence. Energy Ombudsman side with the energy supplier even without evidence, just messages between the Energy Ombudsman case handler and the energy supplier staff will suffice, the decision will be made in favour of the energy supplier. 3 long months of wait to receive a decision. Unprofessional service, no timely updates and unresponsive case handlers. Better not to waste one's time and effort instead use the independent small claims court.
Date of experience: May 27, 2025
