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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This is a review for the Energy Ombudsman, and high praise for the Case Officer that dealt with my case against a domestic electrical supply company. The Ombudsman Service was accessible, easy to navigate, and the particular Case Manager was excellent in reviewing suitability, explaining the process, and explaining the final Decision. The referral to the Ombudsman removed a load of stress that I was experiencing in dealing with the Energy Company, which had resorted to threats and intimidation in relation to my account. The Energy Ombudsman made the process balanced, smooth, and with a fair outcome, which the Energy Company must implement.
Date of experience: November 23, 2024
This organisation only exists to protect the energy companies. The don't offer compensation, just a "goodwill" gesture. If you are out of pocket you won't get your money back. The goodwill gesture is insulting low, less than minimum wage for the time spent making the complaint. Evidence is ignored and appeals rejected. I expect they will post the usual copy and paste response saying they are independent, but they are not. You are better off taking the energy company to court, I did. Just as I thought, a copy and pasted loads of garbage. They treat people like dirt, they work for the energy company, NOT the customer.
Date of experience: November 23, 2024
US
I was treated very poorly by British gas and so I sought the help of the ombudsman. After submitting my details through the easy to use website I was amazed that I got a call from Nicola a few days later who was massively helpful and supportive. The website and email notifications made it easy to check progress and Nicola even gave me her phone number if I had any follow up questions. On the decision being made, Nicola gave me another call and explained everything and sorted it all out. It was a great service from start to finish and is comforting to know that this service exists to protect the general public from large corporates. Keep up the good work!
Date of experience: November 22, 2024
US
Right of appeal suddenly removed prematurely and suddenly without pre-warning. Supplier left to carry on as they were with no fix or a date for a fix. Left me with the choice to accept this or the supplier stops doing anything. Process and regulations errors. Box ticking that they resolved a case that you really didn't What is the point? Ofgem need to deep dive investigate how they are operating. Comments on Ombudsman's reply made on 25 Nov... "it is not within our remit to issue fines" - At no point did ask for or mention a fine. Why did you? "this would be the role of the regulator, OFGEM" - Ofgem do not investigate complaints made by consumers. You know this. "we ask that the supplier provides us with evidence that shows they have implemented the resolutions." - your resolution was for the supplier to make one more phone call which has no chance whatsoever of resolving the issue. "we ask that the supplier provides us with evidence that shows they have implemented the resolutions. We are sorry that this may not be the case" - I never said they hadn't. It is still within the 28 day period. If you paid more attention and actually internalised what is said to you then maybe you would have a chance of doing a better job.
Date of experience: November 21, 2024
Totally useless - after their review of all the information and upholding the case against BG they offered the exact same offer that BG themselves made, BG does not need to be good as the consequences for being poor are next to nothing and I believe they work on the basis that most customers will simply give up. Poor service should result in billions in fines especially where customers are routinley overcharged with the ultimate sanction of being barred from being an energy supplier. The onbudsman basically believed BG that the client only topped up on averasge every 12 weeks. Please show me any prepayment energy customers who tops up enough to cover 12 weeks energy. The organisation is a joke and should be disbanded. Learn from the financial services onbudsman and treat customers fairly.
Date of experience: November 21, 2024
US
I do not even want to give one star as the service was so bad. I could not contact the case worker and any information that I put on the ombudsman website was not acknowledged or actioned. I agreed a decision myself with BG and it took over month for it to be agreed by the ombudsman. The decision has not been actioned by BG. I cannot contact the caseworker at BG The whole thing is hopeless and as we are elderly has made us ill. I think you just want us to go away and forget about everything.
Date of experience: November 20, 2024
US
They are amazing. I wasn't really expecting anything when I contacted them but surprisingly James Turner called me up. It was a chaotic day, dog was going crazy, postman at the entrance, I was stressed but James was ever so kind and patient. He listened very carefully. Amazing man. He literally brought an end to my 5 months of hell dealing with EDF energy (the people are good but the system not so). Thank you very much, Energy Ombudsman. The website is really good as well, very easy to navigate. I highly recommend using them.
Date of experience: November 20, 2024
Avoid, the deck is stacked! Octopus had pushed me towards them, even back-dating the start of my complaint. I appealed against the Ombudsman’s decision because Octopus’s evidence was riddled with lies; they lied that they had corrected and reduced my account, using the accurate and true meter readings I had originally provided, and issued me with a new bill, they had not. My bill remained extortionate and incorrect. Octopus also produced unbelievable excuses for their false accounting to the Ombudsman that had never been given to me, over months of earlier argument. The Energy Ombudsman summarily dismissed my appeal. She said I had not produced new evidence. Lying by Octopus, it seems, is condoned by the Ombudsman, she was too susceptible to Octopus’s lies I declined the Ombudsman’s decision, but the Octopus team leader insists my complaint is now out of her hands and refuses to investigate Octopus’s false accounting and lies. I emailed the Energy Ombudsman asking to whom I should direct a complaint, they have not replied. It appears “He who pays the piper, calls the tune” In reply to the Ombudsman, Read my review. I did email you over a week go but still await a reply. I note there is no denial that the arbitrator was susceptible to Octopus’s lies, no denial that the Ombudsman condones false evidence. Your response is as cursory and biased as your arbitration was, it confirms the Energy Ombudsman is worthless.
Date of experience: November 20, 2024
They assisted me a small amount to claw back some of the £1000 I have been overcharged by British Gas, but despite having clear evidence, they told me that they could not use this. So I'm out of pocket and have wasted so much of my time. And they bully you into taking the decision that they have decided is best. My advice is find another way.
Date of experience: November 20, 2024
