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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I can highly recommend the service provided. My complaints had been ignored by the company until the Obbudsman's involvement. The case handler was excellent throughiut the process.
Date of experience: October 1, 2024
US
Ombudsman made a decision,and gave energy company a deadline . Energy company ignored him which is no surprise as he ignores customer even though he found in favour of customer.Wont answer phone won't call back . What is the point of the ombudsman? Update 14/10/2024: WHAT IS THE POINT OF THE OMBUDSMAN? NO ONE RUNG ME NEARLY TWO WEEKS LATER AND NO PROGRESS . I HAVE RUNG THEM AND IT MAKES NO DIFFERENCE. Update : it's now December and I still have not had my refund or bill or apology . These are just ignoring the situation as EDF (WHO PAY THEM ) say they have don't it. How hard is it to reissue a non received cheque/bill/apology letter? Too hard they would have to pay me my money!! Action has now been started on a no win no fee basis against EDF and the ombudsman. Well it now the end of the year and I am still waiting for my refund from EDF . Arrogant company , ombudsman still unable to sort out.
Date of experience: October 1, 2024
The service agent provided a detailed explanation of the proceedure she had inplimented vis email and telephone.
Date of experience: October 1, 2024
Very informative and good fast communication
Date of experience: October 1, 2024
US
I opened the Enery Ombudsman complaint process to establish just what I was required to complete and it immediately asked for specific times and dates which needed extensive research which I was only in the process of completing. I did not have everything at hand to attach documents of proof etc. Once I had entered the complaint I did not know if I could exit at any point and re-enter later. I found it confusing to navigate after initial entry. So I continued to enter details of the complaint off the top of my head. Only after completing this initial stage and submitting that document am I told I can add additional evidence at a later stage. 2. I received an email towards the end of the process after I asked for an explanation regarding the decision made by the case handler. The email stated, "click here to view the new message" This opened my complaint, and clicked on MESSAGES, NO new message listed. Eventually I found the message attached to the enquiry I had sent. NOT very user friendly and certainly confusing. The case handler needs to consider he is dealing with a layman who is unfamiliar territory, this is the first encounter a complainant has had with his system, that he is working on day in day out. Some questions I asked I did not fully understand the complexities that were involved in forming his decision. ie, Found this hard going as an explanation to a layman. In regard to your 6th point, ‘we’ is the Energy Ombudsman. The paragraph is pretty self-explanatory and it generic to all our (the Energy Ombudsman) decisions. There is nothing within the remedies within your decision that British Gas as set out in the remedies. An example of something it may not be able to do is rebill historic usage from an old system, therefore, we would accept it applying a credit to offset any difference. However, this would/does not affect you. No allowance for an appropriate adult who is looking after the account of an elderly person who is without online access to your complaint system. Sorry, but it still reads a double dutch! With regard his last sentence above, my answer is WHY is there no allowance? Appears to me you have one hand tied behind your back and no teeth. This complaint would not have seen the light of day if I had not been fully committed and Mr C, 94 and his wife 92 yrs, with no internet, no email, no mobile phone would have lost out to incompetent British Gas accounting. My time is into days not just hours, all because of the incompetence of British Gas I do not consider that to be an even deal. You have found British Gas liable, Mr C could not have completed this task and would have lost out if I had not taken this onboard.
Date of experience: September 27, 2024
This is a free service and although I didn't win my complaint, it was very supportive to have someone to listen, explain and make me feel like a human when up against a huge company.
Date of experience: September 27, 2024
I am a pensioner (75) working as a volunteer looking after the utility accounts of my local Royal British Legion Scotland Branch. I was having severe problems with my Gas supplier SSE. Despite months of emails (mostly unanswered) and numerous telephone calls (which were unproductive), I approached the Energy Ombudsman for assistance. My case against SSE was upheld by the Energy Ombudsman and adhering to their timelines they found in my favour. Legion Nairn received a substantial refund, including a goodwill amount of £150 which was suggested by the Energy Ombudsman. I highly recommend the Energy Ombudsman as a means of settling disputes. Thank you.
Date of experience: September 26, 2024
If anyone needs advice and guidance there isn’t a better organisation than The Ombudsman. When I phoned them initially I was so stressed from my dealings with British Gas, but Nicola Foley who dealt with my case was so sympathetic and understanding and she quickly put me at my ease. She dealt with my case efficiently and professionally and I am so grateful to her. All In all, if I ever need to use the Ombudsman again I would have no hesitation in doing so.
Date of experience: September 26, 2024
Timescales horrendous, system of communication not user friendly- waste of time using this service NOTE RESPONSE FROM OMBUDSMAN- COLIN? REALLY ? SHOULD CONSIDER MAKING CHANGES WHEN USING CUT N PASTE!!!!
Date of experience: September 26, 2024
US
Making a case is odd as a consumer as you don't know the rules that an energy company must adhere.You just you know that something has gone wrong and your problem hasn't been solved. The Ombudsman has helpful staff who keep you informed and this make a great service.Gathering your evidence takes time but you can start your case and add the necessary evidence later.This is easy if you are technically savvy, to put emails and photographs into the correct format but daunting if not.The shocking part is seeing the reply to your case from the energy company, who often manage to twist the truth, which makes it clear why you need an outside party to sort things out. Don't be put off or accept the paltry compensation the energy company offers when you tell them you are using the services of the Ombudsman. Hang in, get your problem solved and find out what compensation you are due.
Date of experience: September 26, 2024
