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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They treated me with respect and understanding. My only regret is that I didn't go to them sooner. Would that all companies sere as good as this one!
Date of experience: November 9, 2024
Not worth your time or effort - very slow - takes weeks and weeks to get a response and despite escalation, nothing changed. They cannot enforce anything either as they are not a legal body. Honestly - better to just pay any money you owe and move on with your life.
Date of experience: November 9, 2024
Easy to get the complaint dealt with
Date of experience: November 8, 2024
I would like to express my sincere appreciation for the exceptional service provided by the Energy Ombudsman. The level of service was truly excellent, and I felt that my concerns were addressed with the utmost care and professionalism. Throughout the process, the team demonstrated genuine attentiveness, actively listening to my issues and ensuring they fully understood the specifics of my case. Their approach was thorough, exploring every detail to provide a fair and balanced resolution. I also appreciated their clear communication and transparency, keeping me informed of each step and explaining the reasoning behind decisions made. Thank you for making what could have been a challenging process much smoother and for your dedication to outstanding customer service.
Date of experience: November 7, 2024
I have been trying to resolve a problem with British Gas since April 24, I escalated my complaint to the Ombudsman and I am just so confused with the response I've had. I am sure that my bill was duplicated, they bought forward a estimated bill and added it on to the actual readings, but apparently this did not happen. This is a house that has not been lived in since March 24 and all energy was switched off. British Gas have confirmed to me that they have had problems with their software, this is causing so many people a lot of stress and amxiety.
Date of experience: November 7, 2024
The Energy Ombudsman Service has just completed my case against Octopus Energy, with whom I had been in dispute for 6 months regarding overcharging due to a faulty meter. I had been sent round in circles by their Customer Service for all that time. As soon as I told them that I had contacted the Ombudsman Service they changed their tune completely and credited my account with a payment a bit less than I was claiming. The Ombudsman agreed with my calculations and the refund was increased accordingly. I believe that I would have still been in limbo with Octopus now if I hadn't contacted the Ombudsman, to whom I'm eternally grateful.
Date of experience: November 7, 2024
US
This is written after a 2+yr issue with SSE (don't go anywhere near them - still ongoing) and the ombudsman being involved for over 20 months of that time. Things you should know about the ombudsman service: 1. They are funded by the energy companies - so guess where their loyalties lie 2. They can quite literally do nothing to help you - they have no power, no authority, no ability to enforce anything or sanction the energy companies 3. They will not advise you on your consumer rights/law when it comes to energy companies because that would not be good for the energy companies who fund them (in my case 'Coach B**' - my eyes nearly rolled out of my head at that designation - could not understand that a period of more than 12 months had passed from one date to another) 4. You will NEVER get a straight answer (if any answer at all) to a direct, simple question 5. They do not even care when energy companies break the law / violate consumer rights, just gets ignored and brushed under the carpet 6. They are nothing more than a glorified messaging service passing emails back and forth 7. They will close your case (after having done nothing at all to get the situation resolved, because they can't) without any proof that the energy company has resolved anything 8. The energy companies can lie and lie and lie (to them and the consumer) and change their story every 30 seconds and they will ignore that like it never happened. 9. If you want to complain about their service - you have to complain to THEM! Guess how that turns out. 10. This is a smoke and mirrors organisation funded by the energy companies to perpetuate the lie that there is someone there to help the consumer
Date of experience: November 7, 2024
The whole situation with this organisation is geared towards the big companies that the office aims to protect. Any small company or individual is wasting their time entering into any discussion with this group.
Date of experience: November 6, 2024
