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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Everything carried out in a logical order with explanations and deadlines specified along the way.
Biased decision in Ovo's favour - a massive waste of my time. No surprise as the energy companies pay for this service. Sian was sarcastic and unhelpful
I submitted my original complaint to the Energy Ombudsman on 24/12/2024, I finally received a response on 28/02/2025. Unfortunately, the decision did not take into account the reasoning, facts, or evidence I provided and seemed to side entirely with British Gas without proper consideration. From all evidences orovided it is so obvious that BG is overcharging me for years and was keep closing and opening new complaints numerous of time, completely ignoring me as a client. I challenged the decision on 14/03/2025, but heard absolutely nothing back until I chased the matter myself over a month later. Only then did I receive a response — which is both frustrating and unprofessional. What’s even more disappointing is the lack of clear guidance on how long it takes for someone to review a challenged decision. As a customer, you are left waiting indefinitely without any updates or timelines, which only adds to the stress of an already poor experience. I expected a fair, transparent, and timely process from an independent ombudsman — sadly, this was not the case.
I was unsure of how making a complaint to the energy ombudsman worked, having never had to make a complaint before. The process is very straightforward and timely, and I was kept appraised of each stage. Alison was assigned to my case. She was very knowledgeable, consistently empathetic and made sure I understood the process during our communications. She instantly gave me confidence that my ongoing problem with British Gas, following the death of my parent, could finally be resolved.
I had been in contact with edf energy for a year but was not getting anywhere until I got Energy Ombudsman involved they sorted it out in 8 weeks. Thank you. Clare Denholm.
We got a reasonable decision and some redress against the errors made by the energy company. I was really impressed by the effort and attention made by the case handler (Amanda). It was a complex case and she worked extremely hard. We did not get everything we wanted but I feel like it was a much fairer outcome. Grateful that we had an option of going to the Energy Ombudsman when we found ourselves dealing with years' worth of billing issues and many thousands of pounds of disputed charges.
Contacted Energy Ombudsman about our problem with Octopus Energy. The gentleman I spoke to was very understanding and quickly sorted the matter out. Communication was good and also advice. Very pleased with outcome.
