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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My complaint related to it taking over 8 months for Octopus Energy to fix my smart meter, and them charging me full rate for ev charging because they couldn't get meter readings. Outcome focussed on the fact that the Octopus Ts and Cs effectively meant they had no accountability for this and so it was me who lost out financially. The paltry goodwill gesture worked out at below minimum wage for the time I've spent ...and it's still not sorted
Date of experience: May 1, 2025
This service is bias toward the big utility company's For them to gain a fair reputation they must speak for the people with no voice. I don't feel that this is the case right now but I really do hope that this will change because the people really need someone to speak for them.
Date of experience: May 1, 2025
US
Professional and helpful people who assisted me. Compensation very low award as greatly affected my credit score and only had limited time to respond. Impacted me thousands of pounds and have had to sell property because of cost of mortgage increase. OVO Energy acted very dishonestly only giving details which sided with them and with holding all the information. This gives a true reflection of how they do business.
Date of experience: May 1, 2025
I am giving one star to the Ombudsman to express my deep disappointment and frustration with the handling of my case. The decision made was not based on a fair or balanced review, but clearly favoured the larger company involved. I turned to the Ombudsman expecting an independent and impartial process, but instead encountered a system that lacked transparency, fairness, and genuine attention to the facts I presented. The only reason I have accepted the decision is because, after nearly two years of ongoing stress, I need peace. I no longer have the time or energy to keep pushing for what should have been a just outcome. Sadly, we live in a world where ordinary people are often used, dismissed, and left unheard — while large companies are protected and allowed to benefit unfairly. This experience has left me disillusioned with a process that is supposed to protect consumers. It has done the opposite — enabling injustice instead of addressing it.
Date of experience: May 1, 2025
My problems with OCTOPUS went on for well over a year, their customer service a disgrace. When eventually my frustration led to a formal complaint to the Energy Ombudsman my expectations were for a lengthy process and more grief, but far from it. The case handler was bright, competent and timely in dealing with the evidence provided and the resultant decision is an instruction to OCTOPUS to apologise, setting out the actions required to rectify the problems. This in the matter of a few weeks from beginning to end.
Date of experience: April 30, 2025
I had a problem for 5 months and wasn't getting an answer too and the lovely people at Engery Ombudsmen helped me to getting a solution, i would recommend them to anyone who needs help,I can't thank them enough
Date of experience: April 30, 2025
I sought their support to solve a problem with the energy company, and they provided great work.
Date of experience: April 30, 2025
