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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You seem to be toothless - there are so many programmes on TV and radio about Smart Meters not working - there appears to be a whole industry for incompetent engineers to come and change meters that do not work.
Date of experience: December 28, 2024
Our previous energy company was not paying what we were owed, and kept telling me they were ‘working on it’. The ombudsman process was simple, as we had a strong case and enough evidence. They were efficient in their decision, and communicated clearly with a resolution I’m happy with.
Date of experience: December 28, 2024
US
The Energy Ombudsman case handler has been highly professional and attentive throughout when dealing with my complaint about an Energy Provider. Very easy to talk with and the complaint was upheld and dealt with in a very reasonable timescale. Ending a lot of stress and anxiety on behalf on my elderly 93 year old mother and myself.
Date of experience: December 27, 2024
Case Manager handling my complaint was superb and upheld my view of a valid complaint against my energy supplier. Great communication, thorough investigation and consistent timescales met. A Truly positive experience.
Date of experience: December 27, 2024
OK experience and they sided with me against BG, but issued no more than a slap on the wrist; which means BG will just carry on treating customers with contempt.
Date of experience: December 24, 2024
Very unhelpful, when I asked further questions I was told the decision is final and details were not explained to me fully leaving me feeling let down by the Ombudsman and my Energy company.
Date of experience: December 23, 2024
Everything. I complained about EDF as they were charging me extortionate prices since the installation of the smart meters. I contested these amounts, as they were not in proportion to my previous bills. Despite escalating the complaint to the Energy Ombudsman, they based their findings upon the faulty readings generated from the smart meters, which I had already highlighted were erroneous. Despite, questioning these figures, the Energy ombudsman sided with EDF and only based their figures upon the faulty readings. I requested that as part of the resolution, EDF should send an engineer to assess & replace the meters in order to prevent me form paying excessive amounts, however I was told that they would not agree to this and that EDF would charge me the sum of £100-125 for this. As a so called consumer rights representative, I would have expected more support and enforcement to ensure that the energy company attempted to rectify the issue.
Date of experience: December 23, 2024
Ombudsman calls out EDF bandits Superb service on two complaints I have made this year about EDF, resulting in this cowboy energy company having to pay me compensation totalling £832. The Ombudsman's case handlers (Lynn and Neil) were incredibly determined in getting to the heart of the matters at hand and in fighting for justice in the consumer's corner against the bandits at EDF. EDF UK is a company which, from the CEO and C-suite execs, right down to its contact centre agents, does not give a sh*t about customer care and refuses to take accountability for its endemic billing and communication errors. The Ombudsman did a great job in calling this out and securing appropriate recompense.
Date of experience: December 22, 2024
Two things: 1) having acknowledged that I had been badly treated the ombudsman proceeded to make matters worse by removing an important element of the supplier's 'offer' unnecessarily. Before deciding to reject the supplier's offer (mainly to ensure there was a commitment to maintain the resolution) I did communicate with the ombudsman both by phone and online but at no time did she enable me to understand that as soon as I rejected the supplier's offer and asked for confirmation that the supplier would avoid repeating its behaviour she would then remove the need for the supplier to explain how the situation could come about (which it had already undertaken to do). 2) The ombudsman asked me to provide feedback on its performance which I did in detail and asked for comment from a senior official. In his response he simply repeats inappropriately the mantra 'it's not our role to be punitive' -even though I had already said no one is asking the ombudsman to be punitive. I questioned whether the ombudsman has a role to protect the public interest and he simply ignores the question. I made the point that - the Consumer's Association estimate (October 2024) that 1.2 million energy customers were worse off due to abandoned problems last year. That I cannot see why asking a huge organisation to take responsibility and explain its behaviour should be regarded as punitive - again ignored. This leaves me feeling the ombudsman fails to accept any responsibility to protect the public interest and believing the supplier's behaviour was intentional.
Date of experience: December 21, 2024
