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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Worth using but you need evidence , photo’s , times , dates , these can be uploaded for your case I have used the energy ombudsman 4 times and won every case , you might not get the compensation you deserve but you will get your money.
Date of experience: July 3, 2025
The people were helpful and went out of the way to explain what would happen. They got me compensation. I recommend using them. They are genuine and not like the Scottish public Ombudsman which does nothing.
Date of experience: July 3, 2025
US
E.on Next took over my previous electricity supplier and caused so much agravation with incorrect bills and poor customer service that I had to involve the Ombudsman. Twice. The first time a number of the issues didn't seem to get considered so I had to initiate a second complaint. With this one further E.on errors seemed to get ignored as well as back-billing protection which I had mentioned a number of times. They now seem to have washed their hands of my case having closed it without ensuring all was correct or notifying me. The web site is not intuitive - try to re-connect from a previous session and it gives a 404 error and says Website undergoing maintenance, instead of taking one to the log-in page. Much of the site is difficult to use with the system being unable to open various files although it manages others. They seem to support the electricity supplier rather than a struggling customer.
Date of experience: July 3, 2025
The energy company made me an offer of financial compensation £150. I felt they didn't appreciate the amount of time and energy I had to spend and the distress that they had caused so asked the Ombudsman to continue to investigate. The ombudsman upheld my complaint but their algorithms mean the energy company didn't have to pay me as much compensation - £100. They knew I had been offered £150. This is no fault of any individual involved - everyone was as helpful as they could be - but I suspect the algorithms are set in favour of the energy providers
Date of experience: July 3, 2025
Excellent service provided by the Energy Ombudsman. Energy ombudsman upheld our complaints.
Date of experience: July 3, 2025
Looking after the privateers and enabling the great rip off and scams to continue. Valid questions raising concerns about misappropriation of tax payer's money are completely missed. At a guess, it would seem targets are the priority. Quantity over quality of investigation and outcomes.
Date of experience: July 3, 2025
Having not reached a resolution for a problem with an energy company for nearly 2 years I contacted the Ombudsman. The agent I spoke with was very helpful explained the facts about how my case would progress I sent the evidence requested. Good communication by email with updates Within one week my case with energy company was resolved.. Thank you
Date of experience: July 3, 2025
US
The process was straightforward, the staff are polite, empathetic, thorough, efficient and the timelines were met throughout the process. I would certainly recommend using this service if you are in dispute with your energy supplier
Date of experience: July 3, 2025
US
From start to finish a very easy, well managed process. The case officer was excellent and explained everything clearly. I have finally, after two years of stonewalling by the energy company, got a refund of the £1500 credit on my account and monthly payments that reflect actual usage. Thank you energy ombudsman
Date of experience: July 3, 2025
