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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US
I went to the Ombudsman re my case with British Gas, which was about B Gas deliberately lying to me for over a month, about having sent a cheque for my warm home discount and letting me waste my time travelling to see if the cheque had arrived where my mail was being redirected to, having moving home, plus hounding and harassing me with phone calls to say my complaint was closed. (B.Gas raised my reminder to them that they were responsible for paying my warm home discount as a complaint, not me.) Although my complaint was upheld, I was offered a paltry sum as compensation, even less than British Gas offered me. The case handler ignored several things regarding my complaint and did not read things properly. At one point she said regarding the lies of B Gas, "I would like to think this misinformation wasn't deliberate? Well, obviously it was. I would not have thought they would make decisions on what they would like to think but on the facts, as they speak for themselves. As several different members of staff lied and told me the cheque had been sent and wanted me to close my complaint, it was not misinformation. The case handler Ignored the fact that their were inaccuracies in B Gas's deadlock letter and they glossed over things and did not mention certain things. I guess the case handler would call these inaccuracies too, "misinformation" and the poor dears at B. Gas cannot help making mistakes. Because at one point in her decision she states: "I would like to take this opportunity to advise you that suppliers at times make mistakes as we all do," how patronising is that! Some of her facts about Warm Home Discount were incorrect including the fact she did not know that it is the supplier you are with at a set date in the year that has to pay your WHD whether you are still with them or not. For this winter it was 11 August 2024 as in the information I gave them in my complaint but again was ignored. They should make themselves aware of the facts before making false statements. I could say alot more but that would involve giving more details about my case. So I will end with I think it is wrong that you cannot appeal a decision and have someone else look at your case unless you have new facts/evidence. Why not, when some of the facts you have given are ignored or misread or not understood as they do not know or have understanding of government regulations.
Date of experience: January 11, 2025
Absolutely shocking suppose to be a fair regulator. You have defended the energy company given an outcome in their favour and basically screw the little person/customer i have to just roll over and take your offer. I feel it was pretty pointless in even getting in contact with you, awful service
Date of experience: January 11, 2025
I had an issue raised in September with EDF regarding incorrect meter serial number, preventing me from switching providers or changing to a smart meter or fixing tariffs. I had to email/call them daily to follow up but no resolution or update was provided. When I raised the complaint with Energy Ombudsman, they were quick to call me, explain to me the process, etc. and I was quite happy with the level of communication. The case worker assured me the issue is an easy fix and EDF should be able to fix it relatively quickly. The case was escalated and on November 15 EDF also promptly accepted the remedy which was fixing my meter number and a £50 credit. But they've yet to update the serial number or even issue the £50 credit and the ombudsman has not replied to my messages. I've learnt that there is no recourse if EDF never updates my meter number and have to accept the possibility that this issue will never be resolved. The energy ombudsman was really not required in this interaction because adding them in the chain of communication didn't help my case at all: EDF was already willing to remedy the issue, just that they weren't competent enough to do it. I suppose the ombudsman is only useful if you have a conflict and your energy supplier disagrees with you.
Date of experience: January 7, 2025
We reached " Decision "time early with excellent and satisfactory results . Now we have to see if the other party honours the agreed arrangement. The " goodwill gesture " has been credited - awaiting the apology.
Date of experience: January 7, 2025
US
Alison was amazing, she worked at a great speed, explained everything in terms I could understand and managed to get an outcome I had been trying to get from over 6 months with BG. I wish I got in touch sooner, the stress BG was causing me was unbelievable, it caused a lot of migraines anxiety and stress. Now it's been resolved, it's like a massive weight off my shoulders.
Date of experience: January 3, 2025
The Ofgem staff who dealt with my complaint seemed totally involved in resolving my problem. I was made aware that I was not alone in suffering from British Gas's incompetence and cavalier indifference.
Date of experience: January 3, 2025
The Ombudsman took my complex case against EON, a case involving hundreds of emails / phone calls etc., spanning almost 4yrs, and solved it in a maximum of one working day (that's assuming the case handler dedicated his whole working day to my case alone). Having expedited my case in an almost unbelievable timeframe, I suspected something was amiss. Armed with an apology and admission of wrongdoing in writing from EON - amongst a wave of other evidence supporting my case - I was reassured to presume justice had been done and my case handler had made short work of EON's paper-thin mitigation. How naive of me. It turned out the tremendous speed with which the case handler had arrived at a conclusion was because, over the phone he literally just repeated verbatim EON's defence. He had no answer to the basic questions I put to him. Had he allowed himself to have been drawn on any one of a number of critical points he would have had to concede that (a) he hadn't investigated my case at all; (b) EON were quite obviously in the wrong; (c) he was always going to find on their side and (d) perhaps most worrying of all, he had zero understanding of basic consumer rights laws. The entire case was a stonewalling, a whitewash, a pre-determined nonsense. I should've listened to those who went before me, who warned me the Ombudsman is there to serve and protect the corporation, not the consumer. Incompetence can be forgiven but rank corruption won't ever be. EON's actions - fully admitted and apologised for in writing - has destroyed my otherwise perfect credit rating. My children will likely miss out on preferred schools due to us being unable to move catchment areas; I can't get the car necessary to carry out my job; our costs will go through the roof when we have to re-mortgage and we weren't able to use any credit for Christmas and beyond. EON have caused my family and I significant problems and untold stress and anguish. The Ombudsman had a chance to fix the problem but chose not to. I cannot express in words how upset and let down I feel by this organisation.
Date of experience: January 2, 2025
