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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www.energyombudsman.org1,000 total • Write a review
After 12 months of hellish treatment from EDF we eventually resorted to the Ombudsman in the vain hope of finding assistance. Despite upholding my points and agreeing with everything at fault on the suppliers part, we've been told there's nothing the office of the ombudsman can do other than tell EDF to offer a written apology and £50 goodwill. No mention of fixing the problem. It would appear that this organisation is simply a waste of time and money. Sad, as the point of contact was polite and empathetic - they seemed to genuinely care. *edit* "It's not within our remit". There you have it, straight from their own mouth. Powerless and pointless.
Date of experience: January 15, 2025
US
I felt the final decision was bias towards the supplier and the agent didn’t bother to read or understand why I was complaining and because he was leaving just made a hasty decision knowing it wouldn’t be challenged. What is the point in an Ombudsman if their service is as bad as the company you complain about. In my opinion there is a need for a complete review of how complaints are dealt with and better training of the employees. I now know that the Ombudsman is paid for by the energy suppliers which means the cost comes out of our bills. Scrap this bias institution and get Labour to provide a real team which will investigate and fine the company when they are wrong. Or better still let’s put the energy supply back to a national institution. Removing the so called monopoly from our previous national status has only created more monopolies and given our money to the shareholders. I asked the Ombudsman to review the decision but told that can’t be done as not part of process. Why offer now? I don’t believe a word of their response.
Date of experience: January 15, 2025
Every efficient and understanding. They will help u and resolve any difficult circumstances. They have great experience in dealing with all issues and brilliant costumer service team appreciate all your hard work
Date of experience: January 14, 2025
Toothless tiger. Compensation is paltry. They don’t read the documents properly and no way of altering the information on the website. There is movement from the energy company eventually and your ONLY advocate. Just another brick wall to bang your head against to be honest
Date of experience: January 14, 2025
Emailed my complaint in November still no response.... what is the point of this service? A candidate for a Kier Starmer/Rachel Reeves costing cutting opportunity?
Date of experience: January 14, 2025
US
Shocking that the wrong assumptions made and perused and disagreeing with the decisions closes the case. I can’t agree to something that I believe is incorrect and informed then is incorrect. as to to agree to that makes one a hypocrite if that’s the right word. Shame it’s been a good service in the past.
Date of experience: January 13, 2025
It is my perception that the Ombudsman did not properly consider and respond to the issues raised in my complaint. It appears that he took an easy way out and repeated the energy supplier response.
Date of experience: January 12, 2025
From my experience the Energy Ombudsman Service is not worth bothering with, unless your problem is relatively simple. I question just how skilled their staff are in carrying out thorough and completely impartial investigations.
Date of experience: January 12, 2025
