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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www.energyombudsman.org1,000 total • Write a review
Good. Apart form a clunky website reasonably easy to start the process. A polite and patient person takes charge of the issue and stays in touch, so there is some continuity. Didn't take too long. Not so good. Outcomes! This was about public protection and standards. While I'll get a token payment and cut and paste non apology, I can't see EON Next changing a thing in the coercive and dishonest processes that I experienced.
Date of experience: October 19, 2024
The website clearly and simply explained if a complaint could be submitted and, if so how to proceed. The process was straightforward, and I received a 'phone call the next day from the case handler to discuss the situation, and next steps. The case was handled promptly and efficiently, and the outcome fully explained.
Date of experience: October 18, 2024
US
The Energy Ombudsman are obviously bias in favour of the increasingly corrupt energy companies. They are conveniently approved by Ofgem, who are responsible for hiking up energy prices in the first place. Customers don't stand a chance when energy companies steal money from their bank accounts. This is why Ofgem is behind the push to force customers to pay by direct debit and install smart metres, so they can have free will access to your bank accounts. The Energy Ombudsman and Ofgem are corrupt and have a vested interest in profit from customers.
Date of experience: October 17, 2024
US
Initially the ombudsman ruled in our favour and set out reasonable/clear remedies. These were primarily to provide a bill from meter readings and apply a 50 % reduction thereof. Despite protests from the supplier, the Ombudsman sensibly declared (to paraphrase) that suppliers have a duty to provide bills. After the deadline had passed, the supplier informed the Ombudsman that it had resolved the complaint* despite not having generated a bill and 50 % reduction thereof. On this basis the Ombudsman promptly closed the case. On discussing with the Ombudsman, they say that they’ve closed the case because the supplier can not provide a bill despite the supplier having meter readings and being able to manually generate statements for those meter readings. *Disappointingly, the supplier informed me that “the Ombudsman has agreed to close their case” prior to the Ombudsman’s platform informing me of their decision the next day. Here’s me thinking that the Ombudsman would come to a decision based on the information provided by both parties and an assessment of whether their remedies have been met. Edit: Update as of 17/01/2024, no progress with Ombudsman. They never did contact me as they suggested they would below.
Date of experience: October 17, 2024
Great service and well explained. Still ongoing for me but has been for a year but Ombudsman has been supportive and issuing fines to the third party which has not come through for us yet. This really is the only way to get an issue that you are getting nowhere with.
Date of experience: October 16, 2024
The ombudsman team helped me resolve a dispute with BG that was making me very stressed, they were very efficient, clear and unbiased.
Date of experience: October 16, 2024
US
They prioritize the interests of corporations over serving justice fairly. They seem disconnected from the struggles of being victims of these large companies. While you may occasionally find some relief, they tend to favor companies regardless of the evidence and time you present.
Date of experience: October 16, 2024
My smart meter was overcharging me every day 80 pence not much but over £200 per year When the day changed it immediately went to gas 64pence and electric 36pence. Took it to Ombudsmam with photographs but all I got was my consumption was comparable with the previous year . Well it would be the Smart meter was plugged in ? Smart meters are an absolute con it’s another Horizon computer AVOID a smart meter and the hypocrisy of the government backed Energy Ombudsman Total waste of time and effort
Date of experience: October 15, 2024
