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 assessor decided completely in favour of an energy supplier who had firstly seduced me to switch to them by significantly undercutting my then monthly dual fuel payments, and then only a few weeks later gazumped my payments to a level far higher than my original cost. She cited that "Contractual Facts" applied in this case, without showing any sympathy whatsoever, and even went on to state that a charge would be made if I attempted to switch my supplier early.
Date of experience: January 25, 2025
US
I can't give zero stars. I filed a complaint about incorrect billing against EDF. Ombudsman found in my favour and ordered EDF to remedy. EDF reported they'd corrected the error but simply hadn't. Ombudsman took EDF at face value and closed case. Like many here, I am inclined to note who it is that funds the Ombudsman services. Toothless, imo.
Date of experience: January 25, 2025
We had an issue with our energy provider Octopus Energy; when during 2023 we were informed that our electricity consumption had risen by some 516%. In our attempts to identify this rise, we asked our provider for assistance, which was unfortunately not northcoming. After a lengthy period of time, I contacted the Energy Ombudsman as I felt that we were not receiving the level of assistance I expected and once thay had become involved, we received more assistance than before. We have since that time found from independant investigations; that the cause of our excess was due to a defective Positive Input Ventilation(P.I.V) unit , produced by Envirovent and which was fitted into our rented property by our landlord Wakefield and District Housing. Though all parties involved had failed to offer us any form of guidance; we found that this unit was wired into our a property via a specific line and when this line was disconnected from our supply, our usage dropped by approximately 8 kWh per day. During these times of increased energy costs; this worked out to be quite a sizeable chunk of our usage and since identifying this fact; our usage has been far les that previously. Our landlord of course, denied that this was a possibility and that the P.I.V unit was the cause of these issues and failed to offer us any form of response, other than closing the matter. Since then however and after I contacted them recently with irreputable evidence relating to our assumptions, they have commenced a stage 2 complaint into the matter, but I fear that they will once again; deem themselves as not being guilty of any form of maladministration and we will take this matter to either the Housing Ombudsman or to a Teir 1 investigation. All I can say in conclusion is Thank you for the interventions of the Energy Ombudsman and I would seriousl;y advise anyone with an Envirovent Positive Input Ventilation (P.I.V) fitted into their loft-space, to keep a watchful-eye upon your electricity-usage.
Date of experience: January 25, 2025
The Energy Ombudsman sorted out my issue with OVO after months of meaningless contact with OVO. Within a few weeks of contacting the Ombudsmen I finally had genuine contact with OVO and the issue was resolved.
Date of experience: January 25, 2025
Having had poor customer service with Eon, these guys were so easy to deal with. Dealt with the case promptly, explained things clearly and provided a fair decision.
Date of experience: January 24, 2025
Excellent and Quick Service Having had communication issues with my energy provider for overcharging and poor communication for 6 months i was referred to the Ombudsman. From the beginning to the end i was assisted by Elana who was thorough, professional and experienced in her role. She kept me informed throughout the whole process and handled the complaint with great speed efficiency and urgency. i satisfactory conclusion was reached with her help. Thank You Elana for doing a great job.
Date of experience: January 24, 2025
US
I regard them as invaluable when pursuing the right outcome with an Energy company in these difficult times. I found the experience of dealing with British Gas over 2year period extremely stressful with the assistance of Paul and also Heather from British Gas an end result has been achieved. Paul guided me along the way.
Date of experience: January 24, 2025
The service wed had from all the case handlers has been excellent. We've experienced so much anxiety with British Gas and totally unable to resolve issues with them. We feel very grateful to have an ombudsman who is staffed with experienced and skillful people who have been able and willing to advocate for us.
Date of experience: January 24, 2025
