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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It's been great, straight forward and painless. Very professional and assertive.
Date of experience: January 29, 2025
We had been arguing with our Gas company (British Gas Lite) over a ridiculous bill (we hadn't used Gas for a while and our meter reading reflected this but they wanted to charge £7,516.00 and were threatening baliffs!) and they were not listening to any of the evidence we provided. We contacted the Ombudsman to help. It was extremely easy to upload our evidence and Roxanne was very helpful in communicating updates whilst remaining impartial in the case. We got the result we wanted and the bill was squashed! We was also informed that British Gas Lite will be issuing us with an apology (still waiting but the thought is nice) . It feels good to know the Energy Ombudsman is there to help when Big Energy companies are trying to rip off small businesses
Date of experience: January 28, 2025
Left me in the grip of corrupt supplier, CORONA, who insist charging me £120 a month though I have no meter or supply. The way the service is set up I was forced to accept a decision with a fundamental fault and awarded me £100 credit whilst leaving CORONA charging me over £1000 and still counting
Date of experience: January 28, 2025
By giving accurate information to their staff it allowed them to obtain an immediate and acceptable settlement within only 3 working days. The operatives were very helpful and provided an excellent service.
Date of experience: January 28, 2025
The Ombudsman listened and acted very quickly. The outcome was positive, ruling against EDF. You would hope that customer service in Energy companies would be better and that you would never need an Ombudsman, but if you DO they made the whole process quick and easy.
Date of experience: January 28, 2025
The ombudsman does not verify the decision is actually carried out by the energy provider and closes the case even just after a message from the energy complany that this is done.
Date of experience: January 28, 2025
US
I found that the ombudsman did not act favourable to the complaint I had with British Gas . After writing a lengthy report on all the mistakes British Gas made and overcharging me . It was an absolute waste of time dealing with them , the case worker was useless and after getting in to a heated discussion with her I realised she was actually on British gases side . The stress B G caused was horrific sending demands for money and debt collection company and solicitor letters all while we were going through a complaint procedure, all this was put aside by the case worker and just said the bill was correct not thinking that BG doctored the bill as they purposely did not let us see this till the very end . They say you get what you pay for I payed nothing and got absolutely nothing
Date of experience: January 26, 2025
