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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Professional, helpful and swift. I was in dispute with an energy company for over 10 weeks for what was a relatively open and shut case however the energy company was awful and I was not getting anywhere with them. Within one week of raising my dispute with the energy ombudsman I was offered a satisfactory resolution by the energy company.
Date of experience: May 12, 2025
DRE1 Scott Kelly was my single contact and handled all correspondence with me. He advised how best to make my case and provided feedback on progress and matters raised by British Gas during the coarse of the interaction. He directed British Gas on his decision to support my case even though British Gas tried to push back on all responsibilities. His decision was carried through by British Gas despite them trying to reject the case.
Date of experience: May 12, 2025
Very professional and efficient throughout
Date of experience: May 11, 2025
US
I have just finalised my complaint with the ombudsman relating to a complaint against British Gas although I was offered £100 and an apology. I felt the offer was derisory and was not accepted. Dealing with the ombudsman was the same as dealing with BG they acted in away I felt they ignored all the information I had supplied even opening two cases then closing the one, which had been originally dealing with losing or not passing information on. The one dealing with the original complaint had all my emails, but when I received a call from the second handler she had agreed a settlement despite not receiving paperwork or speaking to me. I can’t help but feel they are working from home and therefore not specking to each other.
Date of experience: May 9, 2025
US
I rang the Ombudsman in regard of a technical problem from my previous supplier. The matter was dealt professionally. The matter was solved quite quickly because it was only a technical issue. I am very happy with the ombudsman. The person who dealt with me was very professional too.
Date of experience: May 9, 2025
Lynne Slater helped me with a horrible 7month experience with British Gas and I got compensation and a letter of apology for their poor service and operating of my gas and electricity account
Date of experience: May 9, 2025
The Ombudsman’s Service is packed full of former industry professionals whose bias has them leaning toward institutional professional vested interest and power. Complaints are always re-written by the service and then instead of the consumers complaint, they reject their own fraudulent rewritten version of it. The worst blatant aspect is the complaint handler and summariser, whose job it is to misrepresent and exclude any evidence/argument detrimental to industry interests. The whole service and its staff needs to be jettisoned and replaced with a genuine complaints service. Complain to your MP for a real service.
Date of experience: May 9, 2025
I received very professional service that resulted in a satisfactory outcome. Thank you!
Date of experience: May 8, 2025
So I got the email today from the Ombudsman that my case is closed. What a waste of time! It’s truly impressive how British Gas can so brazenly breach their own terms and conditions, and yet, through some miraculous twist of logic, still have the decision ruled in their favour. My experience was marked by clear discrimination, which I had hoped the Ombudsman would address impartially. Unfortunately, it seems their role is more decorative than functional. After investing considerable time and effort into pursuing a resolution, I was rewarded with indifference and a decision that defied both fairness and common sense. The Ombudsman’s investigation appeared to involve little more than a polite nod to procedure before siding conveniently with the energy giant. One might almost admire the efficiency with which they managed to avoid doing their job. Frankly, the entire process has been a masterclass in how to waste a customer’s time while offering the illusion of accountability. British Gas and the Ombudsman service should be commended — if only for setting a new low in customer care. If shutting them down isn’t an option, perhaps a course in basic integrity might be a good start.
Date of experience: May 8, 2025
