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 had been fighting OVO energy for a bill that wasn’t mine…FOR…6…MONTHS! It had gone through 2 different debt collection agencies whom were satisfied by the proof I’d submitted showing I wasn’t liable, that OVO had requested, and then went on to ignore, to just continued to pass the debt around. I emailed a complaint to OVO in January of this year when I received a demand letter from OVO, I even got the automated bounce back email of acknowledgment from OVO. They never even responded to my complaint. After the second debt collection agency contacted me, I lost it! I apologised to the lovely woman at the debt collection agency who empathised with my frustration. I then contacted the ombudsman who took on my case! What has taken me 6 months with no resolution in sight, has taken the ombudsman 1.5 weeks! The issue has been fully resolved.
Date of experience: July 2, 2025
Contacted very quickly by my case handler who was friendly and explained everything fully . I was kept up to date every step of the way and always knew what stage we were at and when the deadlines were . On an issue that EDF didn't resolve in 6 months , you have managed to resolve in a matter of week . Very stress free process with great results .
Date of experience: July 2, 2025
Raised a complaint about Octopus Energy that had been going on for 2 years, finally raised to the ombudsman who were very quick to respond and inform us of the process for the complaint. Octopus finally agreed with the issues we raised and made an offer prior to the ombudsman completing their investigation. It wasnt a complete investigation required, although the response, information and support was excellent, thanks Alan. If you are getting frustrated with your ongoing complaint and its over 8 weeks old, do raise a complaint, its easy to do
Date of experience: July 1, 2025
It has taken 15 months from the first installation of my smart meter from Octopus to get it to work. Every excuse was thrown at this especially after I contacted the Ombudsman. I raised a complaint with the Ombudsman after 8 months and recevied £250 compensation. But I didn't accept the Octopus reason for the continued non working of the smart meter which was that it was a supplier issue and they had to wait for their corrective action. BUT my neighbours on both sides of my property had Octopus as a supplier and they had an Octopus smart meter which worked. I asked Octopus to simply install the same equipment as my neighbours to solve the problems but didn't receive a response and the Ombudsman simply regurgitated the Octopus line that they were doing everything they could and it was a supplier issue.
Date of experience: July 1, 2025
Having been unable to resolve an issue with our energy supplier we logged a complaint in March 2025 that had been going on since October 2024. Very quickly after being told the process and uploading all the information we received a call and the supplier was given time to investigate and resolve, this happened fairly quickly and we were satisfied with the resolution
Date of experience: July 1, 2025
US
Professional prompt assistance in resolving longstanding issue with my energy provider. Clear communication provided. Issue resolved.
Date of experience: July 1, 2025
