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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Phenomenal performance EDF refused to answer calls or emails would have been completely lost without the help of the Ombudsman. Totally professional curteous and understanding a brilliant job, well done.
This company helped UW, which kept my money for more than 3 months—hundreds of pounds. I was disputing this for 5 months, speaking with more than 20 different people. It got to a point were the service was so bad that UW made a mistake and ignored requested information that I sent and my case was there without anyone taking action for an entire month. At this point they gave me specific compensation for this situation by crediting the next bill amount which was 75 pounds. Fast forward to the end of all of this, a few months after UW offered me 75 pounds in compensation for keeping my money for months and dragging this situation for months. I said that I don't accept that as a resolution and went to the ombudsman. These Ombudsman people say in the end that UW needs to pay me double of what they have offered. The initial offer 75 pounds + an additional 75 pounds. UW only pays 75 and says that they had already paid me 75 pounds in compensation back in May or June of last year. I then said that can't be because that compensation was due to them ignoring me for a whole month and all the evidence I sent at that time. This lady in the onbudsman tells me that UW is correct, I show her how she 1st said one thing and then other and she just keeps on telling me that is UW decision, that they have sent proof. I have written proof on the email trail attached in the ombudsman case showing how UW apologises and gives me credit of a month bill due to ignoring me or the documentations that hey asked for. UW tells me to speak with the ombudsman, the ombudsman that everything is correct, that they have done what they have to do. WHAT A USELESS SERVICE. This type of situations is what makes people being dirty and always looking for loopholes in the system. These companies are the reason why this society is how it is. Corrupt, broken and griddy.
It was a far simpler process than I had imagined. It starts with a simple online section followed by interaction with one of thier team. Certainly use the service, which is free, if you feel your dispute isn't receiving the action from your electricity supplier that it should.
From the word go, after contacting the Energy Ombudsman, Neil Davies couldn't have been more understanding with my complaint against EDF. Neil listened intently to my concerns, showed empathy and reassured me that it would be resolved, to which it was. During the process Neil contacted me by phone and spent a considerable amount of time going over my case which gave me a lot of confidence in the procedure. Many thanks to Neil for taking a weight off my shoulders. Case opened on 17 January 2025 & resolved 15 April 2025
Background of the complaint: I closed an account with one electricity utilty provider to move to a different one. Applied to new utilty provider and have heard nothing from them, not received my first bill. When I contacted the utilty provider I was informed that meter is registered to another property and person. For 10 months they failed to correct the issue. I suspect that the person who registered my meter with the same utilty provider may have be one of my neighbours, with intention to get lower bills. Moved to third utility provider after 10 months, with no issues. Submitted complaint to Ombudsman as I did not want second utility provider to send backdated bills - they have assigned meter to different property without any evidence and have failed to to comply with regulations. Thorugh out they have made no effort to resolve the issue - they were getting payments and did not care. When I called them to close my account I was informed that my account was already closed months ago. Ombudsman completed tick box activity and slap the fingers to utility company with £150 reduction in backdated bills and a letter if appology. I feel I have been punished for submitting complaint to Ombudsman. Person dealing with my case was unavailable to contact to discuss anything from the date they made decision. Have failed to take into an account all factors. I would have been better of keeping quiet and having someone else pay my bills.
Excellent service, personal approach to handling my case. After countless hours trying to resolve the appalling unjustified treatment from British Gas, I finally had a voice and Energy Ombudsman ruled in my favour; a letter of apology, £100 compensation and my credit score removed, thank you so much.
Drawn out outcomes over due ombudsman powerless to do anything else closed the case and outcomes have not been completed as I have never received a apology letter from Ovo
Easy online form to start the process and followed by telephone call which explained the full process and answered all questions.Vital service as many companies have inadequate complaints process
What a breath of fresh air after struggling to communicate with British Gas and their online chat! The Ombudsman Service helped me to reach a platform where I could talk to someone who was willing to understand my case.
