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
Absolutely useless service. They admitted that my supplier, Eon Next, had given a bad service and also offered me a tariff that would not cover my usage, yet they said that the compensation should be £100, whereas Eon Next had offered £160. What is the point in going to the Ombudsman if the consequences aren't severe? How will this stop energy suppliers from mistreating customers in the future?
Date of experience: November 20, 2024
US
Contacting the Ombudsman can only take place 8 weeks after the initial complaint - so make your complaint as soon as possible. In my situation it was clear that the supplier was in the wrong and they would have undoubtedly not resolved the matter unless compelled to. So well done Ombudsman on that. Down side - a point of frustration, they don't read your emails or information carefully. Perhaps too high a workload. I sent the case handler an email to explain why he was not correct, no response, ever. If he emailed back and said he didn't agree, then OK.
Date of experience: November 20, 2024
US
Can't thank the team & service rec'd. Kept me informed every step of the way. Easy to navigate the site, set up an account. Communication, is key & that was there in abundance. Highly recommend if anyone has any issues with any energy company out there, please use this service.
Date of experience: November 19, 2024
The web site very easy to follow and staff member I spoke to very helpful.
Date of experience: November 19, 2024
US
Just lie and protect their incompetent, biased selves. The level of incompetence is unreal. Don’t use my actual mobile number, use somebody else’s. Tell me about a completely different company not the one I made the complaint about. At no point has an independent investigation occurred. All evidence was ignored. Then they lie and try and cover their biased approaches. When complained, they ignore and close ranks and lie again. These people just take the utility company money who fund them, ignore the customers, ignore the evidence. Ignore the law, ignore the complaints, then lie and close ranks and don’t actually do anything. Now, they will give some pathetic response here about how amazing they are, when in fact all they do is lie. Unbelievable incompetence at every level, then lie and protect their backsides.
Date of experience: November 18, 2024
Very biased towards the energy company (octopus energy) Refused to look at evidence. Pick and choose what they answered Based on reviews I am not first to state this. No point having this organisation. Update-19/11/2024. Scripted reply from Energy Ombudsman. If wanted to help you should have done 20 months ago. Pointless sending this when a review is submitted. Where were your staff when contacting on Portal (closed case and removed from Portal to hide mistakes) and emailing accessibility@energyombudsman org? Not even an acknowledgement! Look at own failures for refusing to evidence given to you! Staff could careless about elderly. vulnerable, disabled customers.
Date of experience: November 18, 2024
US
The Energy Ombudsman provide a thorough and prompt service to customers, that investigates issues with detail and provides both sides with the opportunity to respond and provide evidence that is genuinely used in deciding the case. They are easily contactable by phone, and friendly too. My case handler, Elena, was excellent. Highly recommended.
Date of experience: November 18, 2024
