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 ombudman dealt with my issue diligently I think the energy companies rely on them to reslove issues arising from their own incompetance, rather than invest any meaningful resources or thought to customer care. The ombudsman collaborates with this approach and therefore does nothing for consumers.
Very good service and reassuring that some one is going to help me I am having trouble with British Gas .and now The Energy ombudsman is going to help . I would recommend the energy ombudsman to any one who is having trouble with there energy supplier .
I had been messed around by my energy supplier for a very long time trying to resolve a final monthly bill for my electricity The first bill was for £300 +, this varied over the months to upto +£600 I contacted the Ombudsman and they were so quick and professional in resolving this issue to my satisfaction I would highly recommend anyone with issues with their supplier using the Ombudsman
Energy Ombudsman, Thank you for your apology on 11th March 2025 in response to my review below. You have written your team take great care ensuring customers feel supported & are saddened I ‘feel’ this wasn’t the case. Please note I did ‘Not feel’ that this wasn’t the case, but ‘I Know’ It wasn’t !
We had an ongoing dispute with our energy provider, which was plain to understand, but which the company concerned simply failed to see. The Ombudsman brought the necessary gravitas to the situation and the energy company sat up and took notice, leading to an amicable resolution of the complaint and the cancellation of our (non-existent) debt.
After years of disputing our bill, leading to anxiety, stress and mental health issues, I thought the ombudsman would help our little charity when it came to the £3000 demanded by edf for a bill which should have been only £300 over a year. I was never told (over hundreds of phone calls) by edf that we were on a variable rate. I thought the meter was faulty. I never received a letter that we were on a variable rate either. The ombudsman could clearly see this was innocent misunderstanding on our behalf, and we were acting as though the meter was faulty and it would be resolved. Otherwise we would have fixed our rate years ago. The ombudsman did not care. They said the system said EDF sent letters. It didn't matter if we did not receive them. They didnt query whether EDF could actually have told us the information over the phone calls or emails that followed. It was a computer says no situation and our charity is now irrevocably damaged. ************ You have said in your reply to this complaint: “In addition to this, we consider the individual customer journey. Our team should have provided you with a detailed explanation as to how the decision was reached” This is false information At no point did Nicola Davies - (+442038359161) “consider our individual journey”. She didn’t consider the desperate attempts to resolve the bills or understand why they were so high. Why would we have stuck with a variable rate if we knew we were on one? Additionally, there was no detailed explanation- We provided letters, emails, all correspondence over years and all the ombudsman did was say “edf say they sent you letters” - apparently this was enough for them to decide we should pay £3000 instead of £300.
I had a fantastic "case handler" at the Energy Ombudsman. She helped & guided me through the whole process with a positive result!! I would highly recommend anyone to use this service.
I feel that the ultimate decision did not follow either the letter or the spirit of the Ofgem back-billing rules. We have been made to accept a bill for over £3000 relating to a period far exceeding 12 months ago, because of administrative errors by two energy providers. We have been held at fault because we did not notice the administrative errors (by the energy providers) and take action to correct them. The two energy providers have not been held at fault for their administrative errors.
