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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I have been trying to deal with this meter problem since over a year and a half and now the ombudsman has sorted it for me I am so grateful
Date of experience: November 18, 2024
Don't use this organisation. As far as I can tell they are simply a fig leaf for the electricity companys. In my case even though the electricity company admitted they were at fault they decided that £200 was fair compensation for the £1,000 overcharge I experienced due to the companys poor service. Really useless.
Date of experience: November 16, 2024
It was a very easy and efficient service to use.
Date of experience: November 16, 2024
DO NOT WASTE YOUR TIME. THE ENERGY OMBUDSMAN IS CORRUPT AND NOTHING MORE THAN A PUPPET FOR THE ENERGY COMPANIES. I HAVE USED THEIR SERVICE TWICE AND THEY HAVE MADE THE WRONG DECISION ON BOTH OCCASIONS. THEY ARE SUPPOSED TO TAKE THE EVIDENCE FROM BOTH PARTIES AND MAKE AN UNBIASED DECISION. ( THAT IS COMPLETE RUBBISH ) BRITISH GAS DICTATES TO THE OMBUDSMAN THE OUTCOME OF A CASE. OFGEM HAS FINED BRITISH GAS MILLIONS FOR BILLING ISSUES AND DIABOLICAL CUSTOMER SERVICE, THE BEST THE OMBUDSMAN CAN DO IS OFFER A WRONG DECISION AND £100 COMPENSATION. THIS ORGANISATION IS NOT FIT FOR PURPOSE AND NEEDS TO BE DISBANDED.
Date of experience: November 15, 2024
Worthless service.. Did not investigate throughly. All evidence I did provide showed E.on didn’t follow any of there procedures they can’t explain where the debt came from and nobody seems to care. E.on didn’t provide all relevant information to ombudsman and it appears the ombudsman are not neutral at all and I have been left with a £4200 bill when I am a single vulnerable adult living in a small terrace property. This amount is not even the usage of a family of 5!!!! All I got from E.on was letter of apology and £200 of my bill…which has done nothing for my mental, physical health or my debt! I now have been told to pay £549 ON TOP of my usage to clear the debt when I earn £1200 a month! If I am not evicted I am again gong to spend another winter as a person with a lung condition with no heating during these cold months. If I am found dead in my property please blame E.on NEXT.
Date of experience: November 15, 2024
The Ombudsman responded immediately to my initial dispute with EDF. They investigated all my evidence promptly and contacted EDF for their response. Further investigations were made and the Ombudsman updated me regularly on line and over the phone. The Ombudsman agreed the reasons for the dispute & has submitted suggestions to EDF to resolve the issue and offer me an apology & compensation. However EDF have yet to respond.
Date of experience: November 15, 2024
The person I spoke to showed a willingness to understand a complicated and onerous situation, followed by a clear explanation of the decision arrived at in the process of resolving the dispute.
Date of experience: November 15, 2024
Do not waste time, they will not protect customers. Incompetent to review cases and failure to do the right thing. After 4 months I resolved the case with my own investigaton to which the supplier apologized and rectified. Ombudsman never owned their mistake, never apologied and never offered the option to escalate. I felt let down as a customer when I had hopes that they would stand up by what is right on these complex situations.
Date of experience: November 15, 2024
