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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We had a bad experience with Scottish power after they billed us over £5000 for gas and electric. We called them and they told us they would investigate it as they had a different gas meter in their system. After 2 and a half months of trying to get it resolved, while they will still taking £452 a month. Once they called they offered no explaination, just that they would reduce the direct debit. So we had to ask the ombudsman to contact them with our complaint before Scottish power eventually offered some resolution with a goodwill payment. We couldn’t have got this far without the ombudsman. We spoke to Nicola who was very helpful, and clear in her communication and we got results back very quickly. Really great service. We would highly recommend if you are having trouble getting through to your energy provider if you have a dispute.
I had to resort to the Energy Ombudsman after a shocking experience with EDF which they failed to resolve with the 8 week deadline. They found in my favour, ordered EDF to correct all their mistakes and also ordered them to pay me £100 in compensation
Thank you so much ombudsman for dealing with my complaint. You were all so polite, very helpful. I couldn't have done this without you guys. I really can't thank you enough. I appreciate everything you have done to sort out this horrendous ordeal I've had since September 2024. I will highly recommend the ombudsman to anyone who needs help and support. A massive THANK YOU 😊 x
Our appointed energy ombudsman, Jonathan McCann, was very helpful and alleviated the huge stress we had been under in a dispute with Octopus Energy over gas consumption at an empty property we purchased. We are very happy with the decision (cancellation of bills, cash compensation and letter of apology) greatly relieved and feel that justice has been done. However, Octopus Energy have not completed part of what they undertook to do, as we still have not received their formal letter of apology, as their emails on this lacked a pdf attachment (basic issue!), and we are still waiting despite two reminders from me. Presumably its too painful to apologise.... In terms of the process of uploading supporting information when making our case, I found this quite tricky and needed family help with merging scanned documents into a single pdf document and compressing it.
The Energy Ombudsmans Office were definitely the people to contact with the problem I was having with my Energy Provider and their Billing Department.
Wow. Got all my accounts reversed from a year ago with EDF. Just goes to show Mr. Obusman (Mr. Hindley). I was right all along and you got it so very, very, very wrong. Shame on you !! Do not bother to use this service they are a complete waste of space.
I raised my complaint at the end of December. I had one phone call since and my case is still being investigated and the next stage is not until 3 March 2025. This is about an issue that started in August 2024. How on earth is this a service fit for purpose. I can't see how to respond to the response from the ombudsman but they have missed the point. They accepted my complaint met their criteria at the end of December and it's still no where near being resolved. Why is it taking over two months for what is a straightforward complaint.
Energy Ombudsman Website - User-friendly & Easy to Navigate, Streamlined and Concise. BEST Ombudsman’s experience so far. Absolute GOLD STANDARD! Case handler exceptional in her handling of my case Fair, Objective and Balanced. She appeared professional, knowledgeable, clear and concise about reported and recurrent issues with Energy provider. Case handler listened attentively; kept fully informed throughout; carried out objective investigation based on all the evidence to arrive at right conclusion = Complaint Upheld Truly, Nicola is an ASSET to your organisation!
Their decisions are not based on the evidence provided by the consumer and supplier. They make up their own (incorrect and unsubstantiated) evidence to justify their decisions without providing any source for their statements. There is no point appealing the decision because it will be rejected almost instantly with no communication or justification. I.e. they do not provide evidence or a source to support the disputed "facts". I write this after "Outcome: Upheld". There will be compensation, but the underlying problem is not investigated or resolved.
