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
Not a fan but sceptical of the 'thing' that is Trustpilot at all and rarely contribute if ever but for the Ombudsman Service I am happy to say that they provide an excellent 'mediation', clear explanations in all matters, unbiased and, for me at least, resolved the issue with an Energy company.
Date of experience: October 15, 2024
Although I lost the case it was dealt with very sympathetically by Mr Bewick who took an appreciable deal of time explaining the rules very clearly together with his decision. This is a great facility to allow an individual to challenge a large organisation through an official channel when the direct approach has failed.
Date of experience: October 15, 2024
I'd had an ongoing issue with Ovo that had been going nowhere for six months. I contacted the Energy Ombudsman and provided the required information. Within a few days I had been contacted and my case was discussed and approved for investigation. It was great to speak to someone that actually understood the issues. Within two months additional information was obtained and an initiall response was received from Ovo, some of which I rejected. After a few days the Ombudsman issued their resolution and I received a response from Ovo confirming their acceptance. After a few more weeks Ovo had complied with all the resolutions requirements. Overal, I am very happy with the Ombudsmans service.
Date of experience: October 14, 2024
I received clear and detailed information on how the Ombudsman process worked, expected time scale to resolution and depth of investigation, in a reassuring manner. 14.10.24 - Just in case people get the wrong impression, I must add that I didn't get the result I hoped for.
Date of experience: October 12, 2024
US
They dealt with my complaint in a very detailed and professional way to convince me that the bills were correct. They acknowledged Octopus failings and suggested a suitable figure for compensation. Something Octopus should have been able to do.
Date of experience: October 12, 2024
Glenda at the Energy Ombudsman did a great job throughout this process IMO. She was fair, impartial and I feel made the correct decision. She also gave a very thorough and reasonable explanation.
Date of experience: October 12, 2024
US
I made the right choice to contact the ombudsman Service. I would never have got an end result without them to be honest. I trusted them to believe me and help sort out a very upsetting time for me, Thank you Chelsea, you are an absolute star.
Date of experience: October 11, 2024
