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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Great service from the case worker on behalf 3 missed appointments from edf contacted the service about this matter now have a new appointment and edf have told to remove all gas charges from my first complaint witch is 6 months could not wish for a better service. THANK YOU SUSAN.
British Gas made an error of putting £545 on my account. Also had produced bills on same day with different amounts. Many lengthy phone calls made to BG and getting told different reasons why. CAB then investigated and was brilliant as got it sorted and compensation of £220. However could not get BG to explain how errors occurred. As a disabled lady who had sat in the cold during winter afraid of putting heating on I voiced concerns for myself and others and advised I could inform EO. Despite BG knowing this they then had a male representative on 2 occasions unannounced looking through my window and using threatening body language. Informed G at EO and although had viewed video of this and looked at all copies I’d sent of billings he said remedy would be £145 plus £105. After I agreed, BG then sent letter of apology but I only got £105. So I rang EO on 25.4 and was informed £145 was from other compensations of differing amounts that they had put on my account prior to formal complaint. I stated this was nothing to do with this claim and had already been applied to past billing and accepted. Also EO had not informed me of this when discussing final remedy so used trickery to get me to accept final decision. Told also that cannot complain about EO as their decision is final unless it’s a factual error. Which I believe this is. So end result is I actually received less compensation for the BG error than what BG had originally offered and during investigation had to put with their bully brigade at my door. Clearly EO work supporting the energy supplier and not the customer who has suffered at the energy companies expense. An absolute disgrace.
Really pleased with the way you explained the problem and got Brish Gas to pay me compensation and pause plaguing me with demands for money and lawyers' letters. I wish I had come to you months earlier. Thank you Stephen Brown.
I had tried a few times to get a refund of credit on my account with British Gas, but to no avail. I phoned the Ombudsman. Tom Little took the details over the phone and sorted it out within a few days. I have received the full refund plus an ex gratia payment as a gesture of goodwill. Excellent work!
I finally managed to convince Octopus that the £9,000 bill increase was an error on their side. They wouldn't listen to me or explain their workings to me until I got the Ombudsman involved. They kept telling me they were correct without any explanation, charging me £800 a month. Once I got the Ombudsman appointed they finally showed me their workings and I was able to explain why they were wrong, they amended their workings and apologised. The Ombudsman got me some additional payments from them, the maximum of £250, due to the egregious nature of the whole thing. I'm very grateful that this service exists.
My complaint with BG was open for more than 4 months when i reached out to the Ombudsman for help. The referral process was very straightforward and all done online. Once escalated GB was quick to investigate and resolve. Very happy with the outcome at the end.
Asked Energy Ombudsman to support after British Gas installed a non-functioning smart gas meter and refused to do anything about it. The agreed that British Gas had not been cooperative and insisted (rather vaguely) that they would need to "make reasonable attempts to communicate with the smart meter", as well as pay small compensation and send a letter of apology. British Gas replaced the meter (and the completed the other remedial actions) and reported to the Energy Ombudsman that they had resolved it. This was accepted by the Ombudsman as fact, despite nothing related to the gas meter was proven to be working yet. I pointed this out to our case handler who repeatedly went back to British Gas, but was easily fobbed off with pathetic excuses from them and clearly wasn't reading our comments properly. Eventually, she informed us that 'smart meter technology has limitations' and 'we'd have to wait for the technology to improve' - We already have a smart electric meter, and the gas meter is in the cupboard next to it! We live in a modern house. By this point, the uncomissioned smart meter had completely ceased to function - it does not display anything, we can not even submit manual meter reads, and our gas connection appears to be completely unmetered. I pointed this out to our case handler (and told her we had exhausted all online support in trying to get the meter to display), who only replied with generic user instruction from British Gas. When we pushed to get the meter reading issue resolved, we were advised to open another Ombudsman case as apparently repairing a non-functional meter 'was not one of the remedial actions for this case'. This was told to us two-months after the case had been marked as 'resolved'. I don't know in what world it is acceptable to leave a customer with an unmetered gas connection, but that's the position the Ombudsman has left us in. Four months after reporting our issues to them and we are now in a worse position than when we started. We have spent the last two months on estimated meter readings and were basically told that having a working gas meter was not part of the remedial actions for this case (which was raised for a non-functioning smart meter). I also don't know why if no more action was going to be taken against British Gas, our case handler dragged it out for a further two months before telling us that! It's utterly farcical and utterly disgusting.
Just wasted another three months of my retirement by getting the energy ombudsman to help me with British gas, ended up getting £100 compensation, as far away as you could get from a written apology, and someone who says they understand how stressful and frustrating it must have been, obviously not a clue what I have been up against, and still am because of this persons lies, looks like I will have to use the compensation to leave British gas because they are intent on doing nothing about my back to front meter readings, I have all the evidence, it just needs someone who knows what they are doing to put it right. Anyone interested,?????? I doubt it.
Wont be wasting my time again. Case "resolved" following decision based on half the resolutions being resolved and half not! I have been advised of the reason for the issues which appear to have been ignored. Just told "At current Ofgem are aware that smart meters are not working as they should, and more work is needed on them. Therefore, the deadline to have all smart meters up and running as they should has been put in place for December 2025." I am however, as per SIGMA call I was privy to, aware the reasons are/were not working was 1) Electric Meter was registered to an address in Bedfordshire (I am in Buckinghamshire) and; 2) I am apparently not registered as a Gas customer with my provider. I personally see these people as a box ticking exercise and mainly working for the Energy Companies rather than the consumers. So will have to wait until December 2025 to then be told is an issue as my account is not set up correctly. As per the regulators reposnse - I contacted the case handler who said similar and would investigate. The case is still closed and I have heard nothing. Again, the supplier has said something so the regulator has taken their word for it, but the customer is ignored in my opinion. I have re-written also to the supplier and heard nothing. I just want to know what's happening and how it will be resolved. Telling me (and this was a quote from the case handler representing the regulator) "we know smart meters don't work, and suppliers have until December 2025 to resolve this" does not help me. It would appear the issue is how they have set up my account. But everyone would rather box tick than investigate. I suspect, in December when the meters and issues are supposed to be resolved, I will be advised that the issue is with my account rather than the meter (I can't win). The fact that the electric meter has been resolved after it was registered to the correct acount, would suggest, again, it is not the meter, it is the account set up. I give up!
