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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Don’t bother contacting the ombudsman, they are there to protect the supplier, not the consumer
I am convinced if it was not for the Ombudsman stepping in to help deal with our ongoing dispute with British Gas, that we would still be fighting them now. Our case handler Kate was very clear to explain the process and was very responsive to any information we sent or questions that we asked. British Gas tried to drag it out as long as they could and appealed against the Ombudsman decision but it was refused straight away and I am very happy that after 8 long months, the complaint was resolved and we also received some compensation, all our credit and an apology letter from BG.
Superb handling of my 12th formal complaint against British Gas by the Energy Ombudsman, represented by the implacable David Givens who handled my complaint with professionalism and efficiency. As with my previous 12 complaints against British Gas handled by the Energy Ombudsman, going back to 2020, this complaint too, was upheld. This particular complaint centring on the opaque and bizarre billing practices that afflicts British Gas with their "customer services" wholly disinterested in resolving this issue.
I feel very validated reading the existing reviews. At the outset it does feel like they will do something but by the end I genuinely question if they are lobbied by the energy companies to act as an agony aunt that listens, finds you a small gesture, and then aims to make you see that the energy company is in fact correct. In my case, the evidence surrounding energy is overwhelmingly unusual. The ombudsman agree it's strange, and give examples, but after reviewing the case, their story aligns with the energy company's narrative, with selective evidence to match that story, ignoring other clear evidence that contradicts it. When contacting Ombudsman for the first time, prepare a script of ALL the evidence you wish to give, and read it verbatim, and ask them to read it back to you verbatim. They will use the word 'process' to wriggle out of evidence you submitted. Good luck!
Amazing! Thet resolved the issue between me and octopus in few days after 4 months of negotiations
The energy ombudsman Carl was extremely helpful and got my problems sorted out with the minimum of fuss and even got me some compensation . Without having the independent energy ombudsman the power companies would be able to do what they wanted with nobody to stop them and keep them in check so I am glad that they exist and hopefully they will continue to help
I have been to the Ombudsman twice over the same issue which has been progressing for nearly 2 years. They follow a rigid process which you think is good, however it just results in a whitewash that covers up the fact that the problem has never been resolved and all the Ombudsman can offer is for me to raise a new complaint with Octopus Energy and start the whole process again. I am so disappointed with all of them! Ombudsman's response to my review is just platitudes. You're on your own basically - next step is the national press.
I would not bother taking any future dispute to them. UW were hopeless and made numerous errors but the 'ombudsman' still found in their favour. All very time consuming and disappointing.
Had real problems with British Gas Lite
