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
After terrible experiences with British Gas customer services and complaints, throughout a 5 month period, I logged a case with the Energy Ombudsman. The site was easy to navigate, upload documents and evidence, and gave clear information of the next steps and time deadlines. My case handler was wonderful and kept in contact regularly, providing timely updates and information. She listened patiently whilst I explained my intense frustrations and anxiety caused by the lack of service and understanding by British Gas. I have accepted the resolution offered by the Ombudsman. Whether British Gas fulfill the requirements within the timescale is another matter.
Date of experience: October 27, 2024
US
If ever you have problems with your energy provider here's where you need to go. I had big problems with my fathers supplier. It took a while to resolve due to the supplier. I can not thank the Energy Ombudsman and my case handler enough. Well Recommended.
Date of experience: October 27, 2024
US
My energy supplier, E-On Next, could not understand my problem giving me the wrong information and they did not even understand the working of their own smart meter. Eventually we mutually agreed to go to the Ombudsman Service. My case handler very quickly grasped the detail of the issue I was having and was very helpful and professional in helping to uphold my complaint.
Date of experience: October 25, 2024
I have a dispute with Octopus since March 2024 which referred to issues from October 2023. This was referred to the Energy Ombudsman on 29th April 2024. First the good part! The website is ok to use but uploading the evidence is somewhat painful. Now the failures! A decision was issued in September that completely failed to understand the issue (which was overcharging because of a faulty manual meter) even though Octopus had acknowledged the meter was faulty. The Energy Ombudsman decision simply took the response from Octopus which had two key facts wrong. I have appealed this now because of the incorrect factual information. So from April to October nothing was done and I wasn't contacted for any clarification at any point. Leaving phone messages on the Energy Ombudsman number as provided was a waste of time and none resulted in a call back. In this case the Energy Ombudsman is toothless and very obviously didn't read the complaint properly. Clearly Octopus didn't read it either and the Energy Ombudsman simply took Octopus's view without any further investigation I thought that the Energy Ombudsman should weigh evidence on both sides, fully understand the complaint and make a decision based on that. Obviously not in this case. I'm anticipating a negative decision again on the appeal and I've started preparing a Small Claims Court case. Update 24th October The appeal I lodged proved to be successful as the reviewer actually read the complaint and understood the evidence and agreed that factual evidence was not taken into account and as a consequence now requires Octopus to provide a solution. I see the reply to this review from the Energy Ombudsman is a general answer that is irrelevant to the complaint I had. It was clear that no real investigation had taken place and the evidence wasn't properly taken into account. I'm really not sure what a "individual customer journey" is that the EO looks at but business speak is very good at being vague. Yes, I was given an explanation which didn't make sense with the evidence given. I spent 6 months and considerable effort to get this result and to be honest the Energy Ombudsman didn't make it any easier. Next time I'll go straight to court.
Date of experience: October 23, 2024
US
I am truly sorry. I no longer have the strength to fight this battle against this big corporation. EDF billed me nearly £4000 and Energy Ombudsman believes this is normal for 10 months living in a two bedroom flat. I have tried submitting all the required evidence, it still wasn’t enough. I am a university student on a low income trying to better my life and I am stuck with this huge debt. I have lost everything, all my hopes and dreams have been shattered by this outcome. I tried to fight this, I didn’t want to be weak and give up. I cannot do this anymore. Please be warned and do not end up my situation. Ombudsman is not going to be on your side
Date of experience: October 22, 2024
The Energy Ombudsman sided with the Energy company. My smart meter hadn’t been providing dual readings for my electricity. After many attempts to get Octopus to fix the issue, they said it was a signal issue and all of the off peak EV charging and home use off peak was charged at full peak rate, costing me hundreds of pounds. No notice was given whatsoever that the money would be taken immediately from my account. Almost £2000. The Ombudsman decided that Octopus had done what it could and it was ‘written into their terms and conditions’ that this could happen. I am not disputing this but at the same time, why, exactly, is it me, as the consumer, that is financially impacted when I had zero control over the signal? Octopus have the relationship with the Smart DCC and it is up to them to manage their supplier such that a signal I used to have (until April) is restored. Clearly in this case, Octupus’s ineffectiveness to get a resolution has gained them additional revenue, at my expense. Meanwhile the Energy Ombudsman thinks this is OK. Not really a consumer champion, or an upholder of Treating Customers Fairly now, is it? The Energy Ombudsman is paid for by Octopus and other energy companies as required by Ofgem, the government regulator. You can make your own assessment if this is likely to result in the level of impartiality I believe consumers should be afforded.
Date of experience: October 19, 2024
