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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My complaint which had been ongoing with EDF since September 2024 was dealt with by the Ombudsman case worker in a very professional and efficient manner, affording us great courtesy and understanding in dealing with the situation we found ourselves in, which really was a dispute between EDF & Scottish Southern Electric. All has now been resolved.
Date of experience: May 27, 2025
After finally having a faulty meter replaced by OE, completing the rebilling period and disputing the usage over the faulty meter period, Ofgem still used historical usage data instead of the rebilling usage data even when evidence showing reduced usage was provided. Other countless mistakes made during the case including not reading the evidence properly and providing no alternative should the decision still thought to be wrong. Ofgem are biased towards the energy companies and appear to be no longer fit for purpose.
Date of experience: May 27, 2025
US
Dreadful service. You supply all the evidence to them. EDF (worst company on the planet) don't supply any evidence at all. All they do is send in emails and logs I have already supplied and then say "we've done all we can and can't resolve it" They didn't do anything, and didn't supply any evidence of things they had tried. Then this lot think that's fine. But they award you £50 for failed customer service. EDF say that they have paid it and this lot agree...even thought they havn't. Then when you question it, they just ignore you (as they do a lot of the time) What a waste of space they are.
Date of experience: May 27, 2025
My case handler provided remedies that produced a happy eventual resolution for me. I can not see how this would have happened, in regard to the energy company, without the involvement of the ombudsman.
Date of experience: May 26, 2025
US
Never use them again, lack empathy when your vulnerable, you don’t get to reply to the decision when half of it was total BS, they don’t listen when it comes to you sending every bit of information. When you tell them that it wasn’t you who changed it over and an electricity company change your name on the account that you never set up is disgusting now having to take the company to court to prove to a judge all this after experiencing the most horrific abuse from my perpetrator bringing back every single bit of trauma!!! Train your company because it’s damn well needed!
Date of experience: May 26, 2025
US
They treat everything as a Customer Service problem, and get an apology for mistakes made by the supplier. They are not mistakes, but they do not see, nor take any notice of the serious problems with the electricity supply industry that caused the customer service interaction in the first place. I now have a Smart Meter that has increased my electricity usage and increased my bills.
Date of experience: May 26, 2025
The EO had dealt promptly with the case and completed the case in a matter of weeks, whereas in the past Omudsman offices used to take months.
Date of experience: May 26, 2025
US
They do nothing. The most simple case with the evidence being emails from EDF themselves stating they can’t make an appointment- even after 3 months and the Ombudsman- what a joke this is - say they have to wait at least 6 weeks for EDF to get back to them - even though they only took my case because EDF had stalled!
Date of experience: May 25, 2025
My complaint was dealt with quickly and without any complications. Thanks to Alison.
Date of experience: May 25, 2025
After I few weeks got an email from them saying all evidenceis now in and I should follow the link to read and comment on it. There seemed to be a number of files but with gobbledegook titles ~I couldn't open them as previews were not available and ~I should download them. I tried one only to find I had nothing to open it with.Here is the file:
Date of experience: May 24, 2025
