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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After 12 months of TIME AND ENERGY WASTED with British Incompetent Gas and the Energy Ombudsman Despite stating British Gas has done nothing wrong after exchanging a Meter, and me receiving an updated bill 4 of £3700, four months after the meter was installed, NO ONE KNOWS HOW AND WHY OUR METER WAS EXCHANGED we've been told there's nothing the office can do other than tell British Gas to offer a written apology for the error and £70 goodwill. These are Scumbags, don’t even know why the service exists when it’s not functioning.
Date of experience: January 24, 2025
After8 months of letters phone calls emails personal distress and sleepless nights due to my energy company sending me gas bills for thousands of pounds I contacted the energy ombudsman.My case handler Susan was amazing from the start she listened to me and she took my case on.what my family and I had been fighting for eight months in eight weeks Susan had resolved it BG admitted they were wrong apparently it was a glitch in the new system they’d moved to 2022. I’m so grateful to this great service .
Date of experience: January 23, 2025
US
Fantastic help, explained everything, British Gas instantly started talking, once they became involved. Offer of much more than I had asked for, case closed within days. Only downside was had to wait 8 weeks before they would take the case on. Well worth the wait! Many thanks
Date of experience: January 23, 2025
I am extremely pleased with the Ombudsman’s thorough investigation and thoughtful decision-making process. The Ombudsman team demonstrated exceptional diligence in gathering evidence, speaking with me personally, carefully reviewing my photographic evidence, and reaching a fair, reasonable, and well-founded decision based on the facts presented. Dealing with my energy supplier, OVO Energy was an incredibly stressful experience due to their flawed invoice billing system. Despite investing considerable time and effort to resolve the matter directly with OVO, I made no progress. As a last resort, I forwarded my case to the Ombudsman for resolution. I cannot thank the Ombudsman staff enough for their dedication and effort, especially Mr. Dan Jackson, whose diligence and commitment to fairness were instrumental in achieving a sound and just outcome. It is an immense relief to feel that justice has finally been served. It is crucial for the Ombudsman to remain aware of how certain energy companies are mistreating and pressuring consumers across the UK. The Ombudsman's role in holding energy companies accountable is invaluable. Louisa & Robert Gray
Date of experience: January 23, 2025
Understood complaint, professional and acted within acceptable timeframe, polite and thorough.
Date of experience: January 23, 2025
Toothless tiger - no legal powers, didn’t put 90% of my points/questions to the supplier despite me spending many hours compiling a very detailed complaint. Evident they want to side with supplier rather than consumers. I wouldn’t waste your time.
Date of experience: January 23, 2025
It’s a bit daunting filling in forms and answering questions especially when you’re not computer savvy. Charlotte dealt with my problem she made it go through very smoothly.
Date of experience: January 23, 2025
Very helpful and informative which made the process very easy.
Date of experience: January 23, 2025
