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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After having spent a year in a very stressful situation with Utility Warehouse, where I felt I was not listened to, it was well worth the effort of getting the Energy Ombudsman involved. I found their service to be very helpful, user friendly and supportive and am delighted with the outcome. Justice has been served! Well worth the effort!
This service is not a true Ombudsman, it is set up by the energy providers to help them to sort out wrongly calculated bills but won't then properly compensate customers for the time, stress or costs they have incurred as a result of that failure. Nor are they analysing patterns to allow them to identify and publicise deliberate wrong doing by their members the fuel companies.
I had no other option other that accept what Octopus have said or close the case. I did not accept what Octopus said or the Ombudsman have decided because I am being charged for energy charges after I have sold the property and the property is no longer my responsibility. There was no option to add further remarks or raise further queries or concerns unless I raise further remarks with Octopus and then open a new concern with the Ombudsman. This has now resulted in not having the problem resolved but new problems now exist
When you are dealing with an energy company that is not listening to you. You need someone who can flex there muscles and use there authority to make them listen and get the right result
I found that Antony grasped the nature of my complaint fully and acted on that basis. I accepted the offer although I, in part, wanted to force a full investigation but accepted the offer was an improvement on the initial offer from E.on.
Waste of time. Got a girl called Charlotte Mazers. Told Eon Next to pay me £150. They still haven’t and she’s done nothing about it. They’re just another time wasting company that don’t award real compensation. She told me £150 is a very high reward when it says up to £10000 online. Just another company who lies to people to make money for themselves.
Impartial service. Takes time to understand the issue. Style of investigators vary. In this case I found the team easy to work with.
Long drawn out process, the Energy company EDF appealed on a minor point, which could have been quickly and easily addressed. It then went to appeal, took another 4 months to resolve, only to find out my case never went to the queue to be reviewed again. If it wasn’t for me chasing up with my case manager it would never have been resolved.
I lodged my complaint against EDF with Jennifer. After months, of not being listened to by EDF, she listened and advised me of what I should expect as a customer. Months of frustration, anger and upset just disappeared. She advised that I could contact her at any time for help/advice and gave full contact details. I submitted quite a lot of evidence which if I had any criticism about the Ombudsman service it would be this procedure, it was not so easy. After a length of time I was contacted by a new handler, Ross and he gave me a full explanation as to how he had arrived at his decision and what I should now expect from EDF. Obviously, the decision was in my favour and he gave me advice about what was realistic compensation which I accepted. As a result, a problem that had been ongoing for 2 1/2 years+ was now at an end and fully resolved. Both case handlers were excellent and hugely professional throughout. Had the decision not gone in my favour, I would still rate the service and the 2 case handlers as excellent.
