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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Till I contacted the energy ombudsman I felt their was no one I could turn to for help it’s a horrible feeling a situation that you have to experience to understand British Gas harassed and frettened me for months with red letters and solicitors letter even though they were not my energy supplier I contacted them many times and they just ignored what I had said the stress and sleepless nights I went through were many I felt completely lost and alone. Thankfully the energy Ombudsman was their to help me they proved me right and British Gas wrong thank you to the energy Ombudsman.
Date of experience: November 27, 2024
The decision I got was marred by sentiment and bias, there need to be an internal structure where decision should be vetted and inputs from the compliant properly taken and not ignored and act assumptions
Date of experience: November 27, 2024
US
Do not click declined button if you are not agree their proposed solution! Even you have messaged time for dissatisfaction, they kept ignore it! After you thought click declined means disagree and require further negotiation, No. This means it closed the case immediately and close the case and can't be revert! Totally waste of time! They can't help!!!!!
Date of experience: November 27, 2024
The case was not followed through to completion. The explanation was good, but Octapus ignored one of the key remedies (a detailed reconcilable statement)
Date of experience: November 26, 2024
A very simple step by step process. Don't be 'put off'. If you have a complaint or even a concern...then go for it. Email support with very clear steps to take.
Date of experience: November 26, 2024
I don't normally give a second review. But the service I have received from Mike is second to none, he explained the process to me and kept me updated on the progress, thanks to all your work I have been contacted today by ovo energy with a full apology and the compensation that you told them to pay is being sent to me. Once again thank you Mike
Date of experience: November 26, 2024
I do not like to give negative feedback but sadly this time I cannot give credit where it is not due! In my experience, the provider has the upper hand on the customer, is allowed to give contradictory information and actually do what ever they want and say what ever they want sadly supported by Ofgem and the Ombudsman. It appeared to be a waste of customer's time involving the ombudsman being ignored and my concerns not answered with problems still escalating, way back it was obvious to me what the outcome was going to be and it is not in favour of the innocent customer. Even now the provider is not telling me the truth and being very unfair! I really feel that the Ombudsman has missed the point of my complaint and the way this provider is allowed to treat their customers, also they have not answered my concerns during the experience of dealing with this provider, as stated I feel the decision was decided months ago, which is unacceptable? When I present further evidence, I am told to start again with a new complaint, it does not make sense, Is there an appeal?
Date of experience: November 25, 2024
US
After months of battling Octopus energy over a faulty meter and excessive billing after many many months of stress I was able to take my case to the Ombudsman and I am glad I did. The matter was resolved by the Ombudsman exactly as I hoped it would be and the outcome was extremely positive. If you have problems with an energy supplier and you are able to go through the Ombudsman service please do as they are helpful attentive and will do their job well. Don't be fearful of the process it's really straightforward and they are there for you. Any energy company has to abide by their decision fully, my experience was extremely positive with special thanks to Elana
Date of experience: November 25, 2024
