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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Absolutely rubbish service waste of tax payers money . Case handler are unprofessional if ombudsman think I am wrong contact me I will provide you screenshots of my case . The case handler doesn't act as mediators they act us the other parties defendant. I strongly believe ombudsman needs train their staff more in case handling and decision making . I have no doubt my case handler never went through the evidence I have provided. Despite making an appeal my appeal is been rejected. So yeah if I could rate Lewiss Bratt case handler 0 stars I would have done it . I do have recorded conversation with him he was acting as other parties defendant! My credit score been damaged by o2 . I will report my case to OFGEM
Date of experience: July 15, 2025
US
I was listened to and helped to submit my complaint. The ombudsman that dealt with my case was very patient and understanding of my situation. A very good service was provided and even submitting evidence online was easy once you got started. I am thankful that such a service exists and for the professionalism at all times of the representatives. Their calmness gave me confidence there would be a resolution at the end of the process.
Date of experience: July 14, 2025
A complicated situation well handled and sorted by the energy Ombudsman team.
Date of experience: July 14, 2025
US
I was trying to resolve an issue with Scottish Power for over 4 years and got no where .I had not recieved any payments from Scottish Power for energy that I had exported back to them from my solar panels for over 4 years ! and they were so incredibly difficult to deal with. I got in touch with the ombudsman, and within a few months everything was resolved. They provide such an important service to the general public and it is vitally important that they continue to be funded for the foreseeable future
Date of experience: July 14, 2025
Even after several months, my complaint got nowhere through the Octopus Dispute Resolution process. When, finally, I raised it directly with the Ombudsman, they were excellent: fair, even-handed, informed. It did take quite a few weeks to arrive at a decision but, once it was reached, they talked directly to me, explained the detail carefully and upheld my complaint. It's not without its flaws but my experinece was overwhelmingly positive. For anyone using the service, I'd recommend keeping notes of readings, corresponding through email (rather than phone) and taking photos/screenshots so everything is on record. I'd also add that the process probably favours those who can put a case well in writing; perhaps some guidelines by the Ombudsman about how to present a case would help some consumers. Despite minor reservations, my experience was of a first-class service with a good deal of integrity.
Date of experience: July 14, 2025
Very biased decision in favour of Octopus. My comments were ignored and their lies were believed despite supplying a full thread of my interaction with Octopus.
Date of experience: July 13, 2025
I was able to see and understand what was happening, and, timescales involved. Wish I had approached Omdurman sooner
Date of experience: July 12, 2025
US
This is what being part of a civilised society is all about. To have a free to use body that defends the rights of the small person against the huge energy companies is beyond value. I was intimidated and threatened by such a company. I was not being listened to, and all along the energy company was adding charges. The ombudsman looking after my case was professional, efficient and most importantly compassionate. Thank you Ms Baker. I have nothing but praise and admiration for this service.
Date of experience: July 11, 2025
We decided to go to the Ombudsman as our energy supplier had treated us appallingly for the past 6-10 months. The Ombudsman dealt with our case very professionally and fairly, because without the Ombudsman Services, we would literally been in thousands and thousands and thousands of pounds worth of debt, which wasn’t our doing at all, as was proved. So, if you find yourself in a similar situation with your energy supplier, please don’t hesitate to contact the Ombudsman, these guys are very helpful and fair. Thank you Ombudsman Services.
Date of experience: July 11, 2025
