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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It took over 9 months to get a simple but essential problem resolved.
re energy ombudsman. After spending 1 year trying to resolve the issue we have had with regards to our SSE account I'm disappointed we've achieved nothing. KB recommended recommend I should call SSE which is what I've done and even that leads nowhere because, after the call, I round up what has been discussed in a precis but SSE never replies. In other words this is a catch 22 situation. What do you expect me/us to do? Are you not part of the FCA? Should I contact FCA or the LSB. There is also BBC watchdog? The Financial Conduct Authority (FCA) regulates the Financial Ombudsman Service. The Legal Services Board (LSB) regulates the Legal Ombudsman, and the Parliamentary and Health Service Ombudsman is accountable to Parliament. I'm complaining about an electricity provider that owes us more than £1000 but has not confirmed this in writing. We are now with EDF charging about £20 for 3 lightbulbs and that is fair but SSE is still charging us an horrendous amount for an account that should not even exist! We need a resolution that is fair and honest. This should be our right as consumer. Yet all you say is "Unfortunately, due the ongoing issues caused by the implementation of their new billing system, they are very behind in responding to correspondence, which is unfortunately leading to more delays in getting queries resolved. You may be better speaking with them on the phone." In other words the energy ombudsman and here you are asking me to contact them .... leaving me the consumer in the dark. Are you not set up in order to help and protect the consumer? I'm dumfounded as I now realise you have no power to stand up on the consumer's behalf. Therese Leignel
I took two complaints to the ombudsman’s service. The website is difficult to work with especially if you have an eyesight disability. One of the complaints against EON was upheld but not fully resolved and the levels of compensation awarded are insufficient to satisfy the complaint made or act as a deterrent to energy companies and make them change their behaviour. Waste of time and effort. The second complaint was against OVO and although upheld has yet to respond and compensate.
I’ve had to use the energy ombudsman twice over 18 months for ongoing issues with So Energy They were professional, understanding and supportive. Both cases ruled in my favour and now I can rest. Thank you for your time, support and patience
We are a small Club and had a communication problem with EDF Energy and The Ombudsman obviously carefully read all of the various emails etc. ( there were many, over a period of 6 months ! ) Communication with Ombudsman was immediate and easy. A conclusion and decision was reached on 24th January 2025 which was satisfactory in the circumstances.
More a formality quango to deluded the consumer into believing there is someone looking after their interest. They are financed by energy companies so they can show they operate n fair and professional manners, which is again a smoke screen. In my case it took ombudsman 5 months to get the energy company to implement the decision made by them after it had taken the energy company SP a year to handle the complaint. They just go through motions of sending messages without a follow up. I am afraid there is no other organisation as the energy regulator and citizen advice/consumer protection service is not interested in the ineffectiveness of the ombudsman service.
Thank you so much for all your help I would like to say that the call handlers when I logged my complaint was so caring and treated me like a real person and the one that very kindle rang me to tell me the case had been resolved was also extremely helpful and again and treated me like a real person thank you so much for all you help amazing
Extremely pleased with the help received. After contacting Eon on numerous occasions and not getting the problem sorted, despite being told it was sorted. The ombudsman contacted them on my behalf and the problem was resolved within weeks. So glad I involved the Ombudsman. But sad that Eon didn’t sort the problem without having to involve a 3rd party.
Really helpful with my mothers energy supplier. The gentleman explained everything in detail as to the process and the final outcome. Thank you to Junaid
