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
At first, i thought i would be getting the help from this service, especially as I needed it due to severe dyslexia and hoping that someone could help me challenge British Gas for the way they treated me, over charged me, promised me 4 good will payments in writing but never gave them to me. When i raised this issue with the ombudsman who were already dealing with issues on how they treated me, it was disregarded. I was told to go back to BG. I did this numerous times via email, with copies of the promised goodwill payments, but ignored. Im very disappointed especially as i needed assistance due to my dyslexia. There is no point disclosing you have additional needs as they actually don't care. So now, im left with an unchallenged issue and as its too stressful for me to go back to BG to keep challenging them and being ignored, ive lost out on 4 goodwill payments. so disappointing
Date of experience: May 15, 2025
The Ombudsman service dealt with my case promptly and efficiently. The decision was acceptable to me and without its assistance I would still be in dispute with my energy supplier
Date of experience: May 14, 2025
Well was fine at first they kept me informed fast decision But then BG had to proof that my smart meter was working They accepted some screenshots from BG that was clearly faked to make it look like they had done as they said Meanwhile and I sent screenshots to my case handler they are actually estimated reading not smart readings. I explained this all to my handler who instead of looking into it further closed it without any contact. There is now way to challenge this incompetent decision despite the fact I have evidence showing how badly BG misled them. Very disappointed they allow a large company like BG to fabricate evidence and not look into it any further In the end I made a complaint directly to the case handler manager who upheld my complaint that the service was well below standards. Really annoying though that even though they allowed themselves to be tricked and I had to call them out on it there seems to be no recourse against them
Date of experience: May 14, 2025
US
Originally I believed the ombudsman was effective, they dealt with the complaint, applied a good will gesture and advised that EDF would have to follow all reasonable steps to resolve the issue. However after the 28 day deadline passed and the issue was not resolved, they advised EDF had requested to extend it by a month and they agreed. No further repercussions for not meeting the deadline, the agent I spoke to seemed to be unsympathetic and unwilling to understand my viewpoint and kept reiterating that the issue will stay live until EDF have resolved it but it has come to the ombudsman because EDF kept stalling and not acting. Overall while they made some progress I was quite surprised to see that they appear unable or unwilling to actually force energy suppliers to follow their remedies.
Date of experience: May 14, 2025
Great service and very professional. They make the energy companies accountable for there poor service.
Date of experience: May 13, 2025
Raised a complaint about British Gas harassing for bills that we had been paying to another supplier for 4 years. Received a rapid response, a phone call with a case handler who was intelligent, empathetic and happy to listen to all the details. However they find, the ombudsman has been efficient and impressive in dealing with this.
Date of experience: May 13, 2025
US
I had cause to complain about a service provider for my gas and electric(they will not be named as it is only going to be resolved by 7 September), the service provided gives us consumers a chance to get a fair resolution to issues we face with these large companies. In my opinion they investigate promptly, consider the legal ramifications and save us a lot of frustration in coping with issues like this, which would be very costly in the courts. The only downside is that the Ombudsman is limited financially what they can offer in compensation and it is not enough to make energy companies to stop and think that the claim could be costly to them.
Date of experience: May 13, 2025
