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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The agent who helped me, Elena, provided first-class communication from the get-go. I felt she provided the Ombudsman service in a genuinely friendly way and in a spirit of support. In the end, the Ombudsman decision upheld the remedy of the British Gas cheque already received (albeit sent very late) as fair, as the Ombudsman role is chiefly about resolution more than compensation. The only thing I would say is that in the Ombudsman's write-up, on reflection, it didn't quite reflect the detail of British Gas's failures - the fact that I had provided accurate information to BG time and again, that went down a black hole. However, I felt it was time to 'let go' of the long-running saga and didn't want to pick over the multifarious details again, and I was genuinely grateful that the Ombudsman agent had helped bring matters to a close in such a supportive way.
Date of experience: November 3, 2024
Professional, fair, kept me informed and explained the decision in understandable terms. Excellent service and I’m so glad I made use of such a great service
Date of experience: November 2, 2024
US
Complete lack of understanding of the detail or the legal position favouring the big corporations Updated response to the ombudsman’s reply or shall we say the AI robots reply. “ Go some where else ( ofgem) no doubt another government quango rinsing the tax payers .
Date of experience: November 1, 2024
US
After months of poor treatment by my previous energy company, I sought assistance from the the Energy Ombudsman to find a fair resolution. Initially my complaint was accepted and dealt with swiftly. However, things slowed up considerably and their acceptance of documentation by my previous energy company when I switched, which proved that I had paid my bills in full aas evidence for the constant intimidation and bullying was enough evidence and no sign of further investigation, seems poor. It really begs the question, who are the Energy Ombudsman actually serving?
Date of experience: November 1, 2024
US
Our case handler Roxanne has been brilliant. She listened to everything we had to say and she explained her decision fully. We got the best result and we honestly couldn’t have sorted our problem with our energy provider without going to the energy ombudsman. After having a problem for 4 years I wish I had done it sooner! Thank you
Date of experience: October 31, 2024
Used the service to raise a complaint against a broker. The process is time-consuming, but after being left out of pocket by over £20k in one year, it seemed the best course of action: the broker had only offered compensation of £1,362.48. After a lengthy process, the complaint was upheld by the Energy Ombudsman on all three counts. The outcome? A 'sorry' letter from the broker and a compensation payment of £227.08. Perhaps the (very short) letter of apology was worth £1,135.40? I think not. How that is a helpful or a meaningful solution I'm not sure. Aside from leaving a very bitter taste, this process has demonstrated to me that the energy sector lacks regulation and that the Energy Ombudsman is working to protect those working in the industry, and not end consumers. The maximum compensation they have at their disposal? £10k, so they told me, so I remain curious how £227.08 was the figure arrived at. And the case handler hasn't had the courtesy to return my call querying the outcome.
Date of experience: October 31, 2024
Complaint upheld as British Gas made major errors but Ombudsman not provided any resolution. British Gas mistakes have cost thousands of £ but as an apology awarded £150. None the wiser why the bill doubled at a time when no energy was being used. Very poor service from the energy ombudsman. Hope I never have to use again.
Date of experience: October 30, 2024
ANDREA - Outstanding. She treated my case with Humility and she understood straight away what the issues was and could see that i was right the company had just taken all my credit away from my account. The way she dealt with my case was OUTSTANDING.
Date of experience: October 30, 2024
US
At first I spoke to a man who I hoped would help me resolve my problems with OVO - he would get back to me in 2 weeks’ time, he said. However, about 6 weeks later, he had still not contacted me. So I messaged him and a woman replied, saying that he was no longer on the case. This woman had no interest whatsoever in hearing my grievances, and was only interested in wrapping up the case in the fastest time possible - for her convenience. She wouldn’t even listen to what I had to say about my belief that my smart meter was faulty. In the end, realising that I was wasting my breath and she wasn’t in the least bit interested in hearing my grievances and point of view, I had no choice but to give up and let her wrap the case up as she wanted to. Pathetic!
Date of experience: October 29, 2024
US
The company complained about is not held accountable for all the breaches in regulations, errors, delays. Remedy not fully enacted, financial recompense paltry. To Ombudsman- thank you for your reply- as above- British Gas is not held accountable for any of it's failings. Ofgem are not interested in the breaches of the regulations for suppliers & refer all complaints to the Energy Ombudsman.
Date of experience: October 28, 2024
