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
This time Utilita had 6 months of fun sending Bill's Bill's Bill's and their behaviour was quite corrupt. Not believing what they say as gospel would help,many clients are telling the truth and can prove it.The goodwill gesture was too low and we didnt agree with the resolution.Utilita should have been made to apologize and held fully accountable. We wanted prepayment meters to avoid debt and our case handler didn't seem to see how unjust our case was and the effect its had on us
Date of experience: December 18, 2024
Had a spat with an energy provided and took it to the Ombudsman. Wowza! They were fantastic. Clearly explained what needed to happen, the timeframe involved, what I should provide, etc. Decision was reached in the stated timeframe and now the provider needs to implement it. Cannot thank the case handler enough. Never used this service before and was very impressed. Main point of note: fantastic communication.
Date of experience: December 18, 2024
Out of the blue, I received a bill from EDF stating that I was over £200 in debt on my Pay As You Go meter. I sent frequent emails to them asking how I could run up such a debt. After 8 weeks without any explanation, I decided to contact the Ombudsman. The member of staff assigned to my case, discovered that for over 3 years, my smart meter wasn't working properly. All this time, EDF were estimating my usage, but never asked for a meter reading, or sent somebody round to read it. Once this case is finally closed, I plan to move to an Electricity provider that knows what they are doing and cares about the customer.
Date of experience: December 17, 2024
From the beginning when I first contacted the Ombudsman with my issue regarding Ovo energy to the final decision I was treated fairly and with respect. Julie who was the investigator assigned to my case sent an email in the beginning explaining what happens at each stage, she then contacted me by phone to give me the decision of which was upheld. She was professional, friendly and approachable throughout. Timeline for my case- I submitted the online form with my issue 15.10.24 I was then assigned an investigator 30.10.24 with a decision being given 13.12.24. I would highly recommend if you have an issue with your energy supplier to contact the energy Ombudsman.
Date of experience: December 17, 2024
Whilst I found the lady who dealt with my case pleasant and helpful, the outcome of only £300 when I am thousands out of pocket seems incredible unjust and the justification that lead to this decision makes no sense.
Date of experience: December 17, 2024
US
12/02/2025: - Update to the below review It turns out that my experience with the Ombudsman Service was too good to be true. The company I was in conflict with Octopus did not fully comply with the Ombudsman's decision and I queried it with Octopus. They fobbed me off as they have been doing for 2 years, and so I went back to the Ombudsman, who told me to try to resolve things with Octopus and then wait 8 weeks to take out a new complaint if nothing is resolved. It would be less stressful and simpler to switch to a new provider for Gas and Electric services than go through all of this again... ------------------------------------------------------------- 17/12/2024: - The ombudsman provides an invaluable service providing they remain impartial and don't become an extension of the company that is being investigated. Often times, I have heard of such ombudsman services always coming down on the side of the big company against the little man. This was not the case in my dispute and I am very happy with the outcome. I think large companies should be made to pay much larger compensation costs for their poor service, to stop them repeating the same things time after time. Most compensation payments made by them is a mere drop in the ocean and does not affect their business at all, and so they will go along the same route to provide bad service, knowing that the Ombudsman Service won't penalise them too much if they are found to be negligent. The Ombudsman Service is a good mediation service to resolve issues in a timely manner when the customer cannot get through to large company bureaucracies, but I think the penalties could go further to prevent some of these arguments. The company I am in conflict with is Octopus Energy...
Date of experience: December 17, 2024
Don't waste your time with the ombudsman. Raise a case through the small claims court. They will award a much hight figure. The ombudsman's awards are very low considering the impact and inconvenience.
Date of experience: December 16, 2024
They claim to be biased, you provide all evidence and the company provide edited-after-the-fact evidence yet they still side with the company. I had a dispute that my usage was much lower than the company claimed and ironically enough while I dealt with the ombudsman they lowered my monthly usage. Since the decision was declined they have added an extra £100 per month to my bill and claim I’m using extreme amounts electricity. I showed the ombudsman high levels of evidence only to be told after the company sent edited bill amounts to them that I in fact did owe the amount the company claimed and that all meter readings where true - never mind a meter reading has never been requested or done. And now the company is free to threaten me with third party actions for their fraudulent activity due to the ombudsman upholding their evidence.
Date of experience: December 14, 2024
