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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The case was not handled with the seriousness it deserved and displayed a clear bias in favour of the energy supplier. The written summary of my case contained inaccuracies, reflecting a lack of objectivity. This experience has been a complete waste of time, as the system appears to be designed to benefit suppliers rather than consumers. I strongly believe that, in time, this issue will gain media attention, prompting the Government to reconsider and reform what is currently an unfair and ineffective system.
I strongly feel that the Ombudsman service tends to favor large companies over the consumers raising complaints. In my case, the decision contained little to no criticism of British Gas or any directives to improve its customer service, which was a major concern alongside the unjustified charge for an extra 2000 kWh on my electricity bill. Ultimately, I accepted the decision—not because I found it fair, but because, at 74, I could not continue wasting my time and energy pursuing a legal battle.
We are still experiencing the same problem with British gas which has been going on for months BG has still not contacted us with a solution and all we can see online is my neighbours meter reading !
My experience with the Energy Ombudsman has been positive I was in dispute with SSE/OVO for more than 2 years It was like corresponding with a brick wall Within weeks of the Ombudsman being involved a department within OVO opened a dialogue with a positive attitude, they offered a compromise which I was willing to accept I guess arbitration and compromise is the answer. I am very pleased with the end result Thankyou Energy Ombudsman I was aware that the Energy Ombudsman is funded by the Energy Industry but in my case they have genuinely demonstrated that they are an independent arbitrator Well worth giving them an opportunity to help
They don't take your side into consideration. End up putting you in loads of debt as they don't care about your side. Shambles
I had a long running issue with a large energy company. I knew I was in the right. They were intransigent. The Ombudsman helped me to win & I also benefited from an apology & a small credit to our energy account.
Reply I have been contacting you on the details you have provide since October. All ignored. Nice to know you are still open though as I assumed you'd been shut down with the lack of response! Opened a case 2 years ago. The ombudsman closed the complaint as she believed that SSE/ovo had carried out the required action. What they actually did was take my £2500 bill and turn it in to a over£5000 bill. Repeatedly messaged the ombudsman infoming them of ovos actions and these were ignored. Then ovo tried to take me to court for a CCJ over the incorrect bill. I was finally responded to by the ombudsman and told to open a new case. I did this and the new case was closed as I was told this issues was the same issue logged in the previous case and that I should contact through the old case as that case handler would be able to help me. The old case handler refused to help me and repeatedly told me to open a new case. The new case handler refused to reopen the case. I asked to open a complaint regarding this shockly poor service back in November 2024, I have emailed every week since them chasing a response and I am still waiting.
I would give them zero stars but it won’t let me. The suppliers are sucking millions from the consumers supported by The Energy Ombudsman in my opinion. If you have spent days, weeks, months, arguing with your supplier don’t waste your time asking The Energy Ombudsman to help the standard excuse is we don’t have the powers, in my opinion that is not true they just don’t want to use them. I have not found any cases of a supplier complaining about a consumer but lot’s of consumers complaining about suppliers I thought that’s why we have The Energy Ombudsman it appears I was wrong.
The representative managed to unravel the issue of wrongful billing claiming to be "actual" when in fact the supplier was applying wild and incorrect estimates of our electricity consumption. In the end an outstanding debt of £1,579.48 was reduced down to only £6.93 . A resounding success. Its a long process, but well worth it in the end.
