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 feel more could have been done to help in my case I feel a little let down. I am hoping to have a good result but we will see. Plus when dealing with me very blunt not to friendly.
Date of experience: May 8, 2025
US
Professional, helpful and pleasant. I could not fault them. I was guided all the way through and help was on hand if I wasn’t sure about anything. The patience and understanding given to me helped me to prove the case that my energy supplier hadn’t given a proper level of customer service and hadn’t acted as they should. This is an especially helpful service for older people.
Date of experience: May 8, 2025
US
No worth the time and effort to complain. Ombudsman appears to have zero ability to resolve issues or get energy companies to resolve issues even when found in favour of complainant. Poor communication. Seemingly doesn't do anything unless you chase and even then doesn't tell you what they've done so assume they do nothing. Seems to have zero power or ability to resolve anything. Response to reply. Case outstanding since 2022! Unresolved, ignored by both energy supplier and yourselves. No increases in compensation due to length of time case has been outstanding. Ombudsman doesnt seem to be able to get energy supplier to compy with findings. I have given up attempting to deal with it because either is a pointless waste of my time. I have complained and asked for explanation but neither has been received.
Date of experience: May 8, 2025
US
The Energy Ombudsman listened and understood my complaint, the process was easy and I was informed every step of the way. They gave me my voice back against the energy company. I finally felt vindicated but above all heard. I would not hesitate to use this service again should I require too in the future. My only regret is not contacting them sooner.
Date of experience: May 7, 2025
A very clunky process and only really started to move once I was able to speak to a human being. That said, Ombudsman found in my favour and ordered Octopus to conduct a meter accuracy test. Still waiting for the full meter accuracy test under Schedule 7 of the Electricity Act 1989( they have only done a simple resistance test) and had no response from the Ombudsman despite contacting them several times
Date of experience: May 7, 2025
Ombudsman forwarded our complaint and concerns very quickly and gained a positive response from the energy company in a relatively short time. We had spent months trying to sort this out ourselves, but the Ombudsman service was stress free.
Date of experience: May 5, 2025
failed to resolve complaint fully then lost interest
Date of experience: May 4, 2025
I contacted them and the whole process was made easier from start to finish the person who was dealing with my complaint kept me well updated and we eventually won our case. although it was a daunting experience to start it was well worth it
Date of experience: May 3, 2025
I had reached the end of my tether with SSE and knew I either had to pay the £1000 they said I owed, which I disputed because I had been on a higher tariff than they told me I was on, or take them to court, which I couldn't really face. So I went to the Energy Ombudsman on 10 December 2024, and once I had uploaded all my evidence - which took a while but was not difficult - a case officer called me to explain the process. I found her friendly and approachable, and was immediately reassured. The chasing letters stopped and I was able to relax, knowing that someone with clout was sorting it out. The ombudsman found in my favour on 31 January 2025, and although it took SSE 3 months to respond, they finally did this week, and after they re-billed me at the correct rates and applied the goodwill payment that the Ombudsman had awarded, there was nothing left for me to pay. I'm really grateful to them, and would not hesitate to recommend their service. Hopefully I will never need them again, but if I do, I would definitely involve them earlier next time.
Date of experience: May 3, 2025
