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
No description available yet.
Website
www.energyombudsman.org1,000 total • Write a review
US
After months of trying to resolve a tariff/smart meter issue with my energy provider, I contacted the Ombudsman. Alison picked up my case and contacted me the next day to discuss the process. Ongoing communication was clear and efficient and the engagement of the Ombudsman finally resulted in a resolution of my issue.
Date of experience: May 24, 2025
Complete waste of time. As my complaint relates to a failed transfer between utility companies that was not picked up by either of them for 15 months. When discovered, I could not complain to the ombudsman in this manner, but had to set up 2 separate complaints, handled by 2 separate handlers, both of which resulted in blaming the other utility company. I am now £5k out of pocket, and the Energy Ombudsman agreeing that I should not be liable, is still suggesting I accept £300 goodwill and to pay a bill I should never have incurred. The energy ombudsman is the biggest waste of time and most useless service I have ever received. Note (update 28.5.25) - the Ombudsmans response to this review challenges my concern solely on the decision - my challenge is that the process is flawed as they cannot address a combined case of failure of 2 energy companies creating an error, and each case handled within the ombudsman blaming the other utility company!!! Absolutely futile with no focus on the consumer that has lost out. If the Ombudsman is not focussed on getting a fair result, rather their own processes that fail the consumer, then I question the value of the Ombudsman’s role and purpose.
Date of experience: May 24, 2025
Very responsive after a long standing issue with an energy company. I would recommend their service- helpful, straightforward to use and very responsive. On a different level to the energy company when it comes to customer service
Date of experience: May 24, 2025
The representative who dealt with my complaint against Octopus was very helpful and sympathetic. I was able to get several years of worth of back-billing removed from the bill and a substantial amount off the bill for the previous year due to all the time and effort both myself and my landlord had to put in to try and get Octopus acknowledge that they supplied my flat
Date of experience: May 23, 2025
Like all Ombudsman in the UK they are paid for by the energy companies and so nothing to help. I was told if EDF took longer than 2 months to remove a gas meter to go to the Ombudsman. 3 months later I did just that. Having to send every email to the Ombudsman led them to inform me it would take 6 weeks to “consider the correspondence” and get EDFs response - EDF had written on 24 February - “we will remove your meter in April” !!! I have moved suppliers. There should be independent overseers not this nonsense
Date of experience: May 23, 2025
So understanding and patient with me advising me along the way to get the outcome I wanted took the pressure off me
Date of experience: May 23, 2025
My complaint with British Gas had been going on for almost a year when I finally decided to contact the energy ombudsman from the start my case handler was Elena was very helpful and professional after just 1 day BG were in touch she kept me informed as to progress and after only one month the case was resolved so for the service was 5 star plus thanks so much your service Yours sincerely G young
Date of experience: May 23, 2025
Use of the ombudsman service felt both sad and objective. Sad because we had to resort to its services, all because the body we were dealing with were simply not communicating effectively. Objective because the ombudsman was, at all times, professional and balanced in their approach. We want to thank them for their consistency and quality of communication.
Date of experience: May 22, 2025
The contact made with the ombudsman made the company I had an issue with actually do something to try and resolve my issue
Date of experience: May 22, 2025
Excellent service. An easy to fill in application form and add supplementary information. Case was dealt with quickly and I was kept informed at each stage.
Date of experience: May 22, 2025
