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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I have now relied twice on the Ombudsman for assistance with two different energy providers and both times they were there for me and never let me down. My case manager Alexander, listened to my concerns, took me seriously, which means a lot to me since it was not being taken seriously by the energy provider concerned that gave rise to the complaint process. Alexander explained the process in detail, explained my rights, and documented my complaint all the while consulting with me that I was in agreement to what was being uploaded to the system. I was made aware i could add more information to my case file at any time. I was treated with dignity and respect throughout the process. The complaint has now been resolved, I have received a letter of apology and promised compensation from the energy provider who are now providing a first class service. I am extremely grateful to the Ombudsman and Alexander, (a real asset to the organisation) personally, as I don't believe I could have achieved such progress by myself. It makes a significant difference when the Ombudsman get involved. I will highly recommend the Ombudsman service to anyone experiencing communication difficulties with their energy provider. I cannot fault the service I received from them!
Date of experience: May 22, 2025
The help I received is priceless from them there really professional
Date of experience: May 22, 2025
Complaint resolved very quickly to my complete satisfaction. Staff were courteous and efficient.
Date of experience: May 22, 2025
Clear, courteous and concise service with named contact who kept me informed throughout and was available for queries and progress reports. Timescales were outlined and adhered to.
Date of experience: May 21, 2025
US
I found the initial contact and form a little daunting, but managed to complete and upload all my evidence. The Ombudsman solved a long-running billing problem with British Gas to my complete satisfaction. I had lost all hope of a resolution and they solved the problem for me . Highly recommend this service to anyone dealing with intransigent utility companies.
Date of experience: May 21, 2025
US
I had an issue with a pre payment meter and the energy ombudsman thankfully accepted my case. Just having their leadership and help with the process of raising a complaint was amazing! I was assigned a caseworker and was led through the whole process to an outcome i was delighted with, i cant thank them enough
Date of experience: May 21, 2025
The Ombudsman's case worker treated me with respect and understanding whilst speaking in a business like way. There were no cliché phrases such as 'reaching out' etc. I felt clumsy using the online process at first and attached such a lot of information - made more observations after the deadline - which may have been irritating. Yet, these were considered and I was not made to feel awkward. Also, the case worker kindly rang me to explain the decision before sending it in writing. I felt validated throughout and only wish that my energy provider had the same business like approach - rather than sending out automated and patronising replies that did not answer my queries. Thank you Energy Ombudsman.
Date of experience: May 21, 2025
Very responsive, and very helpful within the confines of their remit. They can't prosecute, but the judgement issued, with which the company concerned was not complying, I'm sure played a major in the company throwing in the towel to avoid a Court judgement against them.
Date of experience: May 20, 2025
