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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I reported a defective electricity meter to my energy supplier who is OVO Energy. OVO Energy’s response was totally incompetent and generated a vast amount of e-mails, letters, telephone calls, invalid charges to my account, constant changes of staff and the supply of contradictory information. This response lasted for 10 months and ended with OVO Energy refusing to discuss the matter with me. This left me with no alternative but to refer the matter to the Ombudsman. The Ombudsman resolved the problem for me for which I am grateful. However I found the Ombudsman’s internet platform difficult to use. Also it would appear that the Ombudsman is not able to offer much in the way of independent advice. With hindsight I believe I should have contacted the Ombudsman earlier than I did. I would recommend contacting the Ombudsman sooner rather than later.
I first contacted the Energy Ombudsman in August 2023 and they didn’t even look at the complaint correctly the first time so I had to make a complaint. I feel they reluctantly looked at it again and again fobbed me off. I can honestly say I am not sure they help consumers especially after reading all the Google and Trustpilot reviews, are they actually working for the energy companies? What is the point of this? A ray of hope to only find out it’s a waste of time.
Although the Case Manager was professional and helpful, I specifically asked that a copy of the report prepared and submitted by the Morrison’s engineer who attended our property to inspect and remove the faulty gas meter be obtained by way of evidence. The engineer confirmed that the meter had developed a fault and continued to clock up usage even after it had been disconnected. He said that he would be stating this in his report as the meter was clearly faulty. I requested that the Case Manager obtain this report several times but it was ignored and not taken into consideration for the final decision. This was very disappointing as we had turned the gas supply off at the mains, kept meticulous records and yet usage continued to clock up even when we were away from the property and on holiday. The Energy Ombudsman ruled in favour of Eon Next who were dreadful and unprofessional throughout. It was a stressful and pointless exercise.
Easy to use the website. Great communication from the Ombudsman. Sensible solution proposed. Prompt responses to ongoing queries.
The Ombudsman is paid by the energy companies and seems to protect them rather than us poor pensioners and consumers. Its proposed compensation to us was only half of what we eventually got by pursuing the supplier directly. I was told our appeal would be referred to a more senior examiner, but that turned out to be untrue. The original case handler rejected the appeal out-of-hand without responding to any of the points I had made. The Ombudsman's online platform is clunky and inflexible. If you want to appeal, it gives only three options; and if you select option 3 it says you can't use this option! Presumably the energy companies have teams of people who spend their time cosying up to the Ombudsman and know how to play the game, We consumers who (hopefully) deal with the Ombudsman only once have a built-in disadvantage. I was shocked to see the Ombudsman has nearly as many adverse Trust Pilot reviews as positive ones. Is that how consumer protection works in this country? vv It would be nice if their reply addressed the points I made, rather than cut-and-pasting their standard response.
Due to the outcome. Even though the price rate for the fuel was clearly increased in a specific time period by 75% the ombudsman didn’t think that was an issue. When there is that much of an increase, fuel companies as stated by OFGEM are supposed to speak to customers about it in writing prior to increasing especially by that amount. It is the single only month that British Gas did this. Absolutely NO other bill over the years (which is what was asked for to compare) Amoy Ted to this excessive amount. It is absolutely and utterly disgusting and so was your response. You do not support the public you support the fuel companies and why I thought any different I don’t know. The reviews about you speak for themselves. Your refusal to even make British Gas during that time period check that the smart meter was working without me paying £200 was a joke. You also had very poor irregular communication and it was horrendous trying to decipher such a strong Asian accent speaking extremely fast and garbled. Unacceptable and made it more difficult to handle. I also hand to send in documents multiple times when I could view them clearly on my screen. As dodgy as British Gas themselves you are. Why don’t you go and do something more useful in life than let people down like this because you are of no use doing what you are. To anyone who is going away for a time and leaving an empty property - don’t let British Gas or any fuel company know. They will likely tap into the system and massively increase your fees and then say oh we’ve misplaced that month bill and won’t let you have it. The ombudsman did nothing about this and what should have been an average of a £300 bill was £800 - covering a time we weren’t even at the property for weeks! When I asked British Gas on the phone if they were using the Horizon system they said yes. I told the Ombudsman this and again they did NOTHING.
I tried to get the ombudsman to sort out a non working smart meter (Octopus is the energy supplier). After months of involvement with the ombudsman I am exactly where I was before they were involved. It has been a complete waste of time and I guess our money.
They have no teeth. Whilst they found in my favour including that EDF in my case lied on several occasions including in writing and broke data protection on 5 separate occasions they have no power or process to hold EDF to account. All they can do is offer derisory compensation for poor service. Ofgem have the power to hold EDF to account but you can't complain to them because they have put the ombudsman between them and the comsumer Ofgem dictate to the Ombudsman what they can do. No one is looking after the consumer. Truly shocking.
Super simple process and the communication was first rate. I believe that a very fair and just settlement was reached and the Ombudsman demonstrated his impartiality. All in all a very balanced view *****
