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
Just want to say a big Thank You to Energy Ombudsman, they listened and study my case, to conclude what I had been trying to tell EDF for the pass 6months. It was a very simple matter of overcharge and yet EDF fail to recognise that. Ombudsman worked to their timescale and solved the problem with ease, and relief me from the agony and pressure I was getting from EDF. Thank You again, A Job Well Done!
Date of experience: February 2, 2025
Swift resolution to my dispute with my supplier resulting in an apology and compensation.
Date of experience: February 2, 2025
A thorough investigation, clear communication and supportive.
Date of experience: February 2, 2025
US
I can't thank my Energy Ombudsman case handler enough. He has listened to my concerns and has been very approachable and communicative throughout the process. It became clear that he had previous experience in dealing with the specific issues of my complaint, which was a great advantage. I appreciated that he called me with his decision and that he talked me through each step before putting it to the supplier. The energy supplier did not appeal the decision and followed the instructions to implement the remedies/solutions. I am so glad to have made the decision to contact the Energy Ombudsman for help. Don't hesitate - if you are not getting anywhere with your energy supplier and if you have a valid reason to complain - get in contact with the Ombudsman. It can be a little time consuming, depending on the situation, but it's worth the effort.
Date of experience: February 2, 2025
US
The Energy Ombudsman did not fully read the evidence I had submitted to them, with the result that their decision contained 2 factual mistakes. I submitted an appeal and they confirmed that mistakes had been made. Their response, which clearly accepted my appeal, was headed "Appeal Rejected". At the same time, they issued their "Final Decision", which was identical to their original decision and therefore still contained the factual errors. I complained about these 2 further errors. They agreed that the appeal document should have been labelled "Accepted", not "Rejected" but said there was nothing they could do about this. Regarding the decision, they said they were unable to update this, even though they accepted that it was wrong. A totally unprofessional service best described as a fiasco!
Date of experience: February 1, 2025
I spent fifteen months desperately trying to close four accounts and pay fair final bills with BGLite following a change of use and subsequent power line removal at my site. I wish I’d have reached out sooner to the Ombudsman as they have managed to alleviate the untold stress of trying to deal with the incompetency of BGLite and bring the case to a swift and fair conclusion and with relative ease in my favour, which I’m truly grateful for.
Date of experience: February 1, 2025
I submitted two complaints to the Energy Ombudsman, against two different energy providers, I used the online process which I found it very easy and straightforward. I included lots of evidence in the way of bills, emails and dates of phone calls etc. I cannot praise highly enough the level of service I received from all four operatives who were dealing with my two complaint cases. It was a pleasure to speak to someone in person on the phone, as opposed to an online chatbot. Would I have been as positive if they hadn't found in my favour? I would be because I was reassured that they were analysing the evidence thoroughly and impartially. If you feel you are getting nowhere with your complaint after a few months I definitely recommend referral to the Ombudsman
Date of experience: January 31, 2025
They were very helpful and the experience was much less stressful than I feared. The result was also very swift. I would advice anyone having a problem with their energy company to get in touch with the ombudsman. It's amazing how quickly they can get a result!
Date of experience: January 31, 2025
