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
If you want to read the responses from your energy supplier, to the ombudsman, you need access to a desktop computer I only have a smartphone so I was unable to read the responses from my energy supplier I made my ombudsman handler aware of this but they did nothing to help me, which meant I wasn’t able to fully participate in the process. I feel totally let down by the energy ombudsman.
Date of experience: September 25, 2024
I have finally left British Gas after 10 months of absolute madness. I realise there is no support or will on behalf of British Gas to support the roll out of EV car charging infrastructure. The support from the energy ombudsman was poor. In 10 months I had only 1 month where I was billed correctly for charging my car overnight. Issue - Smart meter did not communicate with British Gas to tell them when I was charging my car. Off peak overnight is around 70% cheaper than peak use. It has cost me £1000. During my time: - Billed for 9/10 months at peak rate despite charging my car over night - had 2 new smart meters installed -in the end, after I thought all was resolved, BG continued to take only 1 reading as peak from my meter despite it having dual ability. - energy ombudsman have little power - can only enforce BGs appalling policies and provide token gesture compensation. It seems to me that BG are using loop holes to get around having to charge low prices for nighttime EV car charging, knowing the Ombudsman can do nothing. If they don’t receive the meter readings, they don’t need to backdate your bills - and won’t. They know the Ombudsman can do nothing. Pod Point APP which shows my overnight charge history is not accepted as evidence by BG OR THE REGULATOR. I was left with £1000 debt which I cleared with a loan. I have have left BG to go back to Octopus. Guess what - Octopus are receiving my peak and off peak meter readings with no problem after only 4 days. All automatic. Visible on my meter. BG are a disgrace. They deliberately sought only one reading rather than dual even when I had the correct system in place at my end. ombudsman have let me down badly.
Date of experience: September 24, 2024
US
British gas were found to be at fault. they were told to pay compensation and fix my meter. they haven't done anything at all. nobody has bothered chasing it up. it took a long time to make this decision... what's the point of it all?
Date of experience: September 24, 2024
US
This company is clearly biased in favor of the energy provider. Everything I’ve stated is based on facts, with evidence to back it up. Energy Ombudsman, don’t even try to deny it. 1. Initially, they present themselves very politely, trying to get you to accept their service with exaggerated promises. However, once they take on the case, their attitude changes completely. 2. The compensation they determined is significantly lower than what Octopus had originally promised me, and there is no way to challenge it. How is it possible that Octopus is willing to offer a certain compensation, but the Ombudsman refuses? The logic behind this is absurd. 3. Both Octopus and I acknowledged that the bill was incorrect and agreed on the correct rate. Yet, the Ombudsman refused to accept this. I spent an hour on the phone explaining why the bill was wrong. 4. the case has been taking 2 years, it's absurd that they say they won't compensate based on the time lost. the whole point of the dispute is the lost time, and time is money. 5. Octopus sent someone to my house to read the meter without my permission, and they claim it's was doable... 6. What’s even more ridiculous is that when I expressed my dissatisfaction with the outcome, the Ombudsman became defensive, twice emphasizing that they were offering me a free service. When I asked who pays them, they admitted it was the energy company. That made everything clear—whoever pays you, you will naturally be biased towards. Their implication was that since the Ombudsman’s service is free, I should be grateful and accept the result. Really? I’ve been sold out by you and Octopus, and now you expect me to thank you for it?
Date of experience: September 24, 2024
Great service by professional and friendly staff. Kept informed at all times by Hannah, my member of staff. Faultless.
Date of experience: September 23, 2024
Did not consider the full extent of my complaint against Octopus. Very disappointed.
Date of experience: September 22, 2024
From start to finish it was a quick,stress free experience.
Date of experience: September 21, 2024
Do not waste your time with the Energy Ombudsman, they are supposed to investigate a case but this is not the case, I have a letter sent to me by the DWP advising me the monies that I owe, the figure was given to the DWP by the Energy company so I know 100% that the figure given to me is correct because the DWP asked them for the final amount, I sent the document to the Energy Ombudsman when I asked if he had made contact with the DWP I was told that no because its between me and the Energy provider, so I produce evidence but the Energy Ombudsman did not follow up on the evidence I provided. Here are some quotes from the Energy Ombudsman. 1. I am unable to request that the Energy Company match the figure quoted by DWP. (But DWP did not quote the figure is was given to them by the Energy Company) 2. Resolution if I accept there decision then he will ask the Energy company to Issue a letter of apology. (In my view an apology is when someone has done wrong or made a mistake) And now because I did not accept the decision the case is closed. But I have informed DWP and the matter escalated and they will now provide me with the written document that was sent by the Energy Company to the DWP to prove that it was sent by the Energy Provider to DWP.
Date of experience: September 21, 2024
Excellent service. Friendly, knowledgeable and great communication from the case handler Kate.
Date of experience: September 20, 2024
I had been in dispute with my energy supplier over a massively overestimated bill, with them saying I owed around £576 for a weeks energy. I had tried and tried to resolve this myself with no joy and I’d had 2 different debt collection agencies also threatening action. At my wits end I contacted the energy ombudsman and it was the best thing I could have done. An amazing case handler called Paula has worked so hard to resolve this for me and kept me informed every step of the way. I’ve just been told the decision has been made and I couldn’t be happier with the outcome. I had tried for 8 months to fix this myself and it was causing me no end of stress. I wouldn’t hesitate to use the ombudsman again and would recommend them to anyone who needs help with a supplier acting unfairly.
Date of experience: September 20, 2024
