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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Although the person that tried to help was nice, I didn't personally think I got a fair outcome at all, 1. I have had no gas for 20 months now and still hasn't been sorted 2. All I got for this was 200 pound goodwill gesture and 60 pounds no show appointment charge from ovo that is less then £5 a week for no gas, and 3. Ordered an apology letter which means nothing when the problem still isnt sorted, expected alot more from them to be honest my trust is no longer with the energy ombudsman.
I had to use the service of the Ombudsman her Name was NIAMH she help me with a complaint against BRITISH GAS Who had not sent me a bill since March 2024 Yes over a year, Niamh got the problem solved for me this month I received £150 knocked off my bill and the huge sum of £60 pounds as a good will jester,I would recommend the Services of the OMBUDSMAN to anyone who needs help,thank you Niamh for helping me with my complaint,
Process is easy, case handlers are professional and raising my complaint finally prompted my energy provider into taking the case seriously and finding a resolution
Rebecca was a brilliant case handler! She was prompt, kept me well-informed, and polite right from the beginning. She told me about what my rights were and what the likely outcome of the case would be based on the situation I was in. She was also very clear about what was and wasn't in her remit so that I was aware of what action I needed to take and what she could do for me. She worked promptly to her timescales and was always available if I needed her and if things changed. The system for handling cases was very user-friendly and provided a great platform for messaging and checking the progress of your case.
The ombudsman got EDF to take our phone calls and emails seriously- speaking to our electricity supplier was the definition of stupid “doing the same thing over and over whilst expecting a different result”!
great service, effective efficient and supportive, achieved an appropriate outcome in weeks after I had been seeking any outcome for years with British Gas- really glad I took the plunge to contact the Energy Ombudsman- delighted to have achieved a satisfactory outcome
Issue handled politely and thoroughly. All well documented
I was having problems with OVO regarding a debt that was on my account, even though I am a PAYG customer, so I contacted the ombudsman people who investigated this and put in remedies for OVO, however the ombudsman people were happy with the evidence provided even though I wasn't, the process should of been handled by the 3rd April 2025, however the case finally got closed on 25th April as like I previously stated they were happy with the evidence provided, I feel that the case handler just lost interest in this and wasn't bothered at all, so 22 days after the initial deadline and no apology from the ombudsman people, and in my opinion OVO have got away with the initial complaint.
