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 strongly advise anyone having an issue with their utilities supplier (that warrants the additional help) to contact the energy ombudsman. The communication was perfect and while the process can take a while to enable both parties to submit information, my experience was nothing short of perfect and I am hoping for a final positive outcome.
Date of experience: December 21, 2024
After 16 months I was making no progress at all with the energy company with several issues. The ombudsman service solved all our issues in one complaint. The process was explained well and made very straightforward, help was readily available to any questions we had.
Date of experience: December 21, 2024
A total waste of time and should be replaced with an alternative. I have been harassed by SO energy although I have never had an account with them. I contacted the Ombudsman and the refuse to help unless I provide a power of attorney for someone who is dead - they are incredibly ineffective and inefficient with no accountability. Added response to Ombudsman reply - Having worked for the CAB and as I have a Law degree - I understand the process, I question whether the staff in the Ombudsman dept know it, or are they just protecting the Energy companies? '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' UPDATE - March 2025 Finally, the Ombudsman upheld my complaint against SO Energy, recognizing that I had been harassed and ruling in my favour. We are now awaiting SO Energy's response to the decision and remedy, as they have acknowledged their shortcomings. I feel vindicated, and while I initially found the bureaucracy of the Ombudsman process frustrating, they were able to achieve a response from SO Energy—a result that my Labour Member of Parliament was unable to secure, as they simply ignored her.
Date of experience: December 20, 2024
The energy ombudsman was really helpful and very knowledgeable and dealt with my issue extremely quickly and efficiently.
Date of experience: December 20, 2024
Don't get confused and think the Energy Ombudsman protect consumers the way the Financial Ombudsman do; they don't. The Energy Ombudsman are a toothless organisation who have very little power & control over energy providers and energy brokers.
Date of experience: December 19, 2024
US
Just wish I had known earlier about the Energy Ombudsman. I was almost 5 months into my problems with Octopus before I found their website. The online forms took a while to fill in and I struggled to find all the email evidence I wanted to submit. My Ombudsman was easy to talk to and made contact by phone which made communication so much easier than emails.
Date of experience: December 19, 2024
They provided NO technical expertise whatsoever. They were more interested in making me take financial compensation and a written apology from the supplier rather than fixing my issue or pushing for a techjnnical resolution of my complaint.
Date of experience: December 18, 2024
US
The ombudsman is on the side of the worst sharks in the business. He has access to tape recordings of phone calls, but draws conclusions to suit the industry, and denies any challenge or appeal. The fact that the church treasurer said she was suffering from Covid indicates she was not in a fit state to agree a ruinous contract. The broker made a £1000 commission stitching up a church hall renting out its premises to local groups and should refund it.
Date of experience: December 18, 2024
US
The Energy Ombudsman is not fit for purpose, it is an extension of the energy suppliers put in place to mitigate any financial exposure, Eon, British Gas etc might be liable for. The Energy Ombudsman in the 'agreements' they have set up with the energy suppliers are complicit with limiting any financial liability, they may as well wear the company's logo. EG. did you know that even though an energy supplier can overcharge you, retain your money, gaining financial benefit whilst you suffer financial loss, it is one of the shadow agreements with the Energy Ombudsman they don't have to refund any interest on your money no matter how long they keep it, effectively the customer is funding an interest free loan for the energy suppliers. I was shocked, disgusted, and the representative from the Energy Ombudsman's attituded was 'so what', tough.... The Energy Ombudsman use other techniques to put you off. They will pass you from one representative to another. It is clear the 'new' representative does not know the context or discussions previously referred. This is a deliberate ploy, against the customer to influence the customer in the Energy Ombudsman & Energy Supplier's war of attrition on the customer to wear you down. Making a complaint to the Energy Ombudsman, extends the period the Energy Supplier has to retain your money, all the time accruing interest for them. The 'agreements' that have been set up between the Energy Ombudsman and the Energy Suppliers, have been engineered in the Energy Suppliers financial benefit, six to 8 weeks between Energy Suppliers having to respond. The Energy Ombudsman will also try and project on to you, that you have in someway obstructed progress, limiting the Energy Suppliers obligation and detracting from any refund or compensation. They are a disgrace to ordinary working people and energy customers, they should be shut down NOW, they provide no benefit to customers, moreover, the benefit is to the energy suppliers.
Date of experience: December 18, 2024
