Energy Ombudsman Reviews 

Fairly straightforward

Another Ombudsman that when complaining heavy favours the company in question, bent Osbudman organisations are there to protect industries and profit from members of the publics losses and not effect any of there statistics . Your right not to trust your country we get unfairly treated by theses companies

After initial delay due to original case handler being replaced, I was very pleased with the decision reached

I contacted the Energy Ombudsman after trying for many months to resolve an ongoing complaint directly with British Gas. The case involved several issues and quite a lot of evidence.

I found the Ombudsman service professional, fair and thorough. They carefully considered the evidence, addressed the main issues I had raised and explained the final decision clearly. My complaint was upheld and appropriate remedies were awarded.

I am very grateful for the help and support I received. I now hope British Gas will fully implement the decision within the required timeframe.

On contacting energy ombudsman about my complaint I was treated very well. Everything was explained to me in details and what I didn’t know what to do it was explained in detail. The only thing I would like is to be informed on how things are going other than that I have no complaints

Unfortunately, the Ombudsman couldn't help because they have to follow Ofgem guidelines, which in my case, heavily favored the supplier. Why the supplier needs more protection than the consumer I'll never understand. It makes me think the Ombudsman is fairly toothless.

That said, it was easy to raise a complaint and add evidence, and the complaint was processed quicker than I expected.

They could improve by answering every part of the complaint specifically, rather than giving a general conclusion.

Communication with the decision-maker could be improved. Mine was reluctant to answer my follow-up questions and I gave up—the result being that to get an answer I will probably have to make a further complaint about a different supplier, which could have possibly been prevented. A few polite bits of guidance would have saved me, the supplier, and the Ombudsman time in the long-run.

A complete waste of time. Utterly powerless. Have a problem go to your bank and the small claims court. You have to sort yourself out. They are of no use whatsoever. Just hope tax payers money doesnt fund them

British Gas had been unwilling to resolve my 2-year-old ongoing dispute, but with the Ombudsman Services’ involvement, the issue was resolved within just a week, including an apology and token compensation.

Highly satisfied with the service and would definitely recommend Ombudsman Services to others.

Not at all helpful its to long to go into but was offered £340 from OVO then the Ombudsman came to the conclusion that £100 was suitable, furious " ovos staff : some of them" are not from this planet , if you know what i mean will never use them again.

However this ends, I am happy to have EO Lisa Bainbridge take this case on for me, very professional and understanding, explained everything making the whole process so much easier, I would definitely recommend the Ombudsman service..thank you

I contacted the Energy Ombudsman after a long-running dispute with E.ON Next concerning the removal of a £303.07 Energy Fund credit and repeated problems with affordable payment arrangements. I provided a detailed timeline and extensive supporting evidence.

Unfortunately, I did not feel that the complaint I had submitted was properly investigated. The case handler appeared to reshape the complaint, focus on different issues and produce an outcome that was very similar to the supplier’s existing proposal. Some issues that had been accepted as part of the case were later described as outside the Ombudsman’s remit.

I requested a review because the decision contained factual errors, including referring to a payment arrangement as being “in place” when I had not agreed to it. The decision was returned substantially unchanged. When I then raised a service complaint about the investigation, it was handled by the same case handler and treated as simply being unhappy with the outcome. My subsequent escalation did not receive an independent substantive response.

I received a £200 account credit, a generic apology and a temporary three-month payment arrangement of approximately £137. Although these remedies were implemented, the temporary arrangement provides no clarity about what happens afterwards and the underlying issues remain unresolved.

The service could be improved by defining its remit at the beginning, clearly showing how the customer’s evidence has been considered and ensuring that reviews and service complaints are handled independently.

P.S. FAO whoever responds to these reviews—assuming it is a person and not an automated system: if the intention is to paste the same generic reply used under other negative reviews, please keep it. Either address the specific issues I have raised or do not respond. Another stock response would only confirm the concerns described in this review.

They provide an excellent service. Thier online portal is easy to use and instructions are straighforward with a case handler assigned to mange the process and help you.
If you have a problem with your energy supplier, especially if it is a transfer from another suppier that goes wrong from the beginning, make sure your problem is escalated to a complaint with the supplier at the first opportunity. This is a technical point that allows you to start the 8 week countdown to be able to ask the Ombudsman for help.
If still unresolved with them at 8 weeks you will formally get a letter from them saying you can now go to the Ombudsman. Go immediately even if you think the suppier is going to resolve it.
Evidence to prove the problem is crucial so always ask the supplier for copies of Chat transcripts, take screenshots etc.

I had an excellent experience with the Ombudsman. The case was handled fairly, professionally, and thoroughly, and I was very pleased with the final decision, which was in my favour.
The process gave me confidence that my complaint was properly investigated and that the evidence I provided was carefully considered. I really appreciate the work done by the Ombudsman and the fair outcome.

Don't waste your time and efforts to complete complaints.
It's a nightmare and outcomes it's always in favour of the energy suppliers.

Great Service, very efficient fair and professional. Couldn’t fault the service.

Great experience....so disappointed that I had to go this far to get Scottish gas to provide a passable service

My complaint was with British Gas.
The Ombudsman executive was called Haruna.
I add been trying for approximately 3 months with B/Gas to resolve the issue.
Within 2days of contacting the Ombudsman service my complaint was resolved to my satisfaction.
Unbelievable service with my thanks to Haruna.

There were a great help and after a few years of complete turmoil from an energy company it’s finally sorted and over and the money is all square and done. Thanks

I complained that following previous errors by my supplier that had put me in major arrears, my supplier was providing false information to credit reference agencies that was adversely affecting my credit score. They were saying I had missed payments when, in fact, I had paid every month with a premium to pay down the debt. This had been previously agreed, but there was no written agreement. So, despite the fact I had de facto made payment every month, the ombudsman found in Octopus’ favour because their policy was that balances had to be cleared within 14 days to be classed as not missing a payment.

Having only just discovered from reading other reviews that the energy companies fund the ombudsman service, it puts things in perspective as far as my outcome is concerned. It’s like the foxes funding the chicken coup.

The case handler gave me great confidence that I was being listened to and believed. The computer side of the process was tricky at times but I would heartily recommend the ombudsman service.