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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As long as you have evidence to back your complaint up the ombudsman will solve your issue.Cannot thank them enough
Date of experience: July 11, 2025
After contacting British Gas in December 2022 regarding the ridiculously high electricity bills in my flat, I was ignored to the point where, more than two years later they are still overcharging me. So, I contacted the Energy Ombudsman in April of this year (online). I never received a response and so repeated the process, it turned out that when I checked online, I had five outstanding disputes! I emailed them, updated them of my situation, I also told them of the way that British Gas have treat me, overcharged me and attached a zip file of my bills - still no reply from the Ombudsman. I contacted them again and they replied asking me the name of my Company and how many employees I have! Ffs, I live in a flat, I do not have a Company or employees and emailed this response to them. I was then advised (yet again) to contact them online; giving them the further information which they had asked for. Guess what? I was unable to complete any online forms. I have rang them 5 times over the past weeks and each time I have been asked to leave a message, my telephone number and my reference number and they would get back to me within 24 hours. FIVE TIMES I have done this and have never received a response from them. I have several health issues which both British Gas and the Energy Ombudsman are aware of yet still they continue to ignore me. Shame on them for not even having the common courtesy to respond. My next move will be to take this further and show both companies for the useless people that they are. With so many people out of work, I am sure that there are, literally, hundreds of people who would work for these companies and do a hell of a better job than the existing staff. If, indeed, the Energy Ombudsman employs staff for I have yet to speak to a human being.
Date of experience: July 11, 2025
What a lovely person Carla was , totally put me at ease , I’ve been in a dispute for 3 years and hoping Carla will sort me out , I’m very confident she will
Date of experience: July 10, 2025
Bad experience with this company. I didn’t resolved my problem with my current energy supplier. I lost over 1k with them wrong decision. They didn’t help at all. I just waste my time with this company. Do not try this company to resolve your issue with your company energy supplier.
Date of experience: July 10, 2025
US
Complete waste of my time. They seem to want to just close cases as soon as possible even though the remedies have not been put in place. If they were they would be clearly shown on a corrected bill. I have been requesting to escalate the case but I just keep being told that British Gas has sent evidence of credits added to my account even though they have not been placed on my bill. How can a case be closed if the issue is that British Gas refuse to generate a correct bill after a whole year and they have still failed to do so. The energy ombusdmen obviously just want to close cases with out them being resolved.
Date of experience: July 10, 2025
The ombudsman helps get things moving when a supplier fails to act. Evidence is key -In my experience if things go in anyway wrong : always take notes and records whenever dealing with customer service by telephone if something is wrong. Take photos , names, dates, times. I've used the service twice in 15 years and always had results. Unfortunately if your wits end with a supplier who isn't doing what they should , This is where to go to prove your case and get things moving with hopefully an energy company ombudsman liason officer and the ombudsman too.
Date of experience: July 10, 2025
