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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Ms NF assisted me in my query and was successful where I failed during a very stressful period of time. I cannot thank her enough as this was the second time Utilita had made the same mistake and instead of learning during the first one they repeated it some 6-8 months later, their noninterest in consumers was very evident, despite my asking them to submit the phone conversations as evidence, but thanks to one ombudsman officer I now have a resolution and pray this does not rear its ugly head again !
Date of experience: January 23, 2025
British Gas forced me to go to the Ombudsman and I completely wasted my time as they expect me to pay for gas and electric used by the tenant before they returned possession which was almost 3 months after their license had expired, but I had to wait for legal possession, and it took 3 different people to come to the wrong decision as they don’t understand property law - I was right not trust this service even though they found in my favour then changed their mind!!
Date of experience: January 22, 2025
We had closed our shop & converted into a flat. Keeping our same electric meter. I read meter every month when asked. We recieved 2 credit invoices then 1 for £440. Which wasn't correct. Fought with them for months, eventually got in touch with Energy Ombudsman & finally a great result
Date of experience: January 22, 2025
US
The Ombudsman explained after the final decision, that failed switch bank £150 bonus lost due to unfair poor credit rating would not be included in the case. And if submitted afterwards, it would be closed down straight away. There was no adequate explanation for this. I had provided direct proof from Experian that their poor credit assessment was solely due to data provided by British Gas my energy supplier. I had paid all my bills on time except for the final disputed one. It was important, but it was not possible to hold the energy supplier accountable for this. So it was not reflected in the final decision.
Date of experience: January 22, 2025
Resolution Agreed - structured format to progressing & resolving the dispute was helpful.
Date of experience: January 22, 2025
I am updating this review as I am not happy with the final outcome. Although EDF did exchange the gas meter which had stopped sending readings to the smart meter due to an expired battery issue, they failed to reconnect it to the smart meter and this has not been addressed by the Ombudsman despite 3 months of correspondence with them. Ultimately the blame lies with EDF but the ombudsman has lost interest and despite repeated efforts on my part, they are no longer responding so it has all been a waste of my time. Disappointing. Original review: I felt I was treated fairly by my case handler and she upheld my complaint. It was a shame that EDF could not resolve the issue directly with me as this would have been preferred but they insisted that I take it to the Ombudsmen which wasted a lot of time including their own.
Date of experience: January 21, 2025
After 12 months of TIME AND ENERGY WASTED with EDF and Energy Ombudsman Despite upholding my points and agreeing with everything that EDF was at fault on the electricity bills, we've been told there's nothing the office of the ombudsman can do other than tell EDF to offer a written apology and £70 goodwill. No mention of fixing the problem. It would appear that this organisation is simply a waste of time and money. As Energy Ombudsman are working with energy companies so their hearts are looking after them and consumers are in dirctely told to go away
Date of experience: January 21, 2025
Amazing and efficient service in response to a complaint I made about my energy supplier. If only all public bodies were as helpful and efficient, life would be so much easier.
Date of experience: January 21, 2025
US
After months of frustration and run around by British Gas got in touch with the Energy Ombudsman and was sceptical as to what they could do British Gas wore me down constant phone calls being lied to every time and promised to resolve but never did My case handler Michelle gave me hope . She was very understanding and made me feel at ease explained what would happen and talked me through the process. Michelle put a case together and gave British Gas her recommendation for a resolution In exactly 8weeks British Gas have met all the recommendations and repaid all the monies owed back into the bank account. Don’t give up if they are in the wrong!
Date of experience: January 20, 2025
