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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US
I’ve had 3 cases accepted and resolved now through the energy ombudsman now, those being, Pozitive energy, Yü energy and now Octopus energy. All 3 have had resolutions offered that met my expectations, and were only resolved once the ombudsman service stepped in. The process can be quite involved as uploading evidence for a case which may span well over a year is difficult to accurately timeline, but the results for me have been worth it. I want to thank the people and teams of the Energy Ombudsman as they are the ones who make the service what it is.
Date of experience: July 7, 2025
Ryan was great. He kept me informed. Everything was pretty straightforward. He got things happening, which I expected. I am very grateful to him for managing to get me back on to pre-payment meters....something EDF had earlier told me they couldn't do ! Seems EDF were lying. 😂 But......you couldn't make it up.....Doh! Got my pre-payment meters fitted. They put on £15/20 to last me until I received my key/card in post.....never got them. Had to call out emergency guy coz I ran out of lec. He put in a temporary smart meter .🤔😮😩 Then I had to make another appointment to get ANOTHER pre-payment meter fitted. EDF....one step forward, two steps back. Right hand doesn't know what the left is doing.
Date of experience: July 7, 2025
Don't waste your time. They will back the energy company. I don't know why they exist I had a very robust case , to which they just totally ignored, and backed Scottish power Very disappointed 😔
Date of experience: July 6, 2025
US
The resolution was completed within the timeframe to the minute. My handler Monica was helpful, on the ball and fully interactive. Her fairness and determination of resolution was sturdy even after the offending party had accepted its faults. She saw it through from beginning to end politely and courteously with encouraging endeavour.
Date of experience: July 6, 2025
After fighting with Scottish Power for over 5 months & getting nowhere, I contacted the Energy Ombudsman & issue was resolved in a few days
Date of experience: July 5, 2025
Complete waste of time! My issue with Scottish power has dragged on for nearly a year now and the ombudsman has done absolutely nothing to deal with my complaint! I’m still being harassed by Scottish power, my smart meter is still not working and I’m being charged constantly for a property that I know doesn’t use electricity! I was told by the ombudsman that my complaint has now been resolved even though I’ve provided comprehensive evidence that nothing has been done! I received £250 credit from Scottish power which was an insult as I’ve had a year of stress and anxiety thanks to Scottish power. I don’t know who funds this ombudsman service but it’s a complete waste of time!
Date of experience: July 5, 2025
I found the Ombudsman experience to be very refreshing. I was kept informed throughout the process and without their support my complaint will still be unresolved and going round in circles.
Date of experience: July 5, 2025
US
They listened and addressed things objectively and dispassionately. You have to be prepared because of course they can only act on hard evidence, but if you have the evidence to hand and the utility company is ignoring you, then they are the place to go and they provide an excellent service.
Date of experience: July 4, 2025
