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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A terrible and stressful service - I wouldn’t recommend at all. Previously I had a wonderful service with the Ombusdman, but this time around was truely biased and when you try to complain, your voice is not listened to. I was polite and respectful and the advisors and case managers were not polite at all. I really hope this service could go back to before when genuine people that cared used to work in harmony with the person in distress.
Date of experience: January 31, 2025
US
Having battled the abject failure that is British Gas Customer Service for several months whilst dealing with the estate of my late brother, a company whose lack of care, empathy is beyond anything I have previously encountered, the Ombudsman dealt with case quickly, professionally and with compassion. My complaint was upheld.
Date of experience: January 31, 2025
US
If i could give them less than 1 star i would, a total waste of time. they gave British Gas their reccomendations and then didn't follow them through ! Left me with a bill for over £1,200 using a meter reading from a meter that isn't mine, but that didn't bother the ombudsman they just signed it off as complete.
Date of experience: January 31, 2025
I had a major issue with So Energy who unlawfully charged me with £150 for spurious early cancellation fees. Despite my numerous emails to So Energy, I was ignored so submitted a complaint to the Energy Ombudsman, who were fantastic and their intervention resulted in a complete and immediate refund from So Energy. Great service and extremely easy to use through their website.
Date of experience: January 30, 2025
Quick, helpful service. Good communications.
Date of experience: January 30, 2025
US
Great communication, easy to deal with. Jay who handled my case was very friendly and answered my many questions. After 9 months of not being listened to by British Gas I contacted the Ombudsman and they sorted everything out. Many thanks.
Date of experience: January 30, 2025
US
The Energy Ombudsman is absolutely useless when it comes to actually protecting consumers. I raised a serious complaint against E.ON Heat regarding an eight-day loss of hot water, which severely impacted my health due to Raynaud’s syndrome. Instead of properly reviewing my case, the Ombudsman ignored key medical evidence just because the letter was originally used for a Blue Badge application. How does that make any sense? A medical diagnosis and the daily struggles I experience are still valid regardless of why the letter was written. Not only that, but they seem to bend over backwards to protect the energy company, demanding receipts for things E.ON Heat never promised to reimburse in the first place. They are making excuses instead of holding companies accountable for their negligence and poor service. If you expect fair treatment and proper consumer protection, don’t count on the Energy Ombudsman to help you. They are just another layer of bureaucracy that lets big companies get away with unacceptable service. A total waste of time.
Date of experience: January 30, 2025
US
Excellent communication and description of the quite straightforward process. My SMART meter has not worked since last July and the Energy company after many excuses (the best being that I live in a remote location) are only sending someone to look at it in February. Don’t be fobbed off, regardless of location you are paying these Energy companies for a service. Hold them to account, complain once you have a final response or eight weeks letter if still not satisfied contact the Ombudsman.
Date of experience: January 30, 2025
I had been trying since April to to resolve issues with British Gas with months and month of nothing being done on their end and promised calls never being returned and no one properly dealing with my complaints. I made my complaint about British Gas to the ombudsman in December and then I was allocated a case manager Joanne who called me to talk through everything that she would be doing to help and she was extremely helpful and kept me updated on all the steps that would happen. She explained everything and answered any questions I had thoroughly. After months and months of stress and frustration trying to deal with my supplier, Joanne helped and made the process of getting a resolution much more quick, easy and stress free.
Date of experience: January 30, 2025
Been messing about with octopus for over four months, notified the ombudsman and got action in less than a week
Date of experience: January 30, 2025
