Energy Ombudsman Reviews 6.632

The gentleman who dealt with our case explained the process very well and was generally very helpful. The issue was resolved to our satisfaction.

I have used this service twice, both times it was fantastic. They were the only ones who could get the companies to respond and address my issues, and they did so in a helpful manner. Really pleased and I think that everyone should use this service so that huge companies can be held accountable for their mistakes and bad performance.

I had an ongoing issue with my energy supplier that I was unable to resolve despite repeated attempts over several weeks. The situation involved a technical metering problem that was preventing me from obtaining quotes from other suppliers, and I received no meaningful response through the supplier’s own complaints process.
I escalated the matter to the Energy Ombudsman, and I am very pleased that I did. From the outset, the process was clear, structured and impartial. My case was reviewed carefully, and the Ombudsman took the time to understand the details and the evidence I had provided.
The outcome was fair and in line with the facts. My complaint was upheld, and the supplier was required to correct the issue and take responsibility for what had gone wrong.
What I appreciated most was the professionalism and clarity of the process. After weeks of frustration, it was reassuring to deal with an organisation that is genuinely independent and focused on resolving disputes properly.
I would not hesitate to recommend the Energy Ombudsman to anyone facing unresolved issues with their energy supplier. The case handler, Beryl, was utterly professional, kind and calm which gave me added confidence in the process.

Quite useless because there is no option for raising a duspute when the supplier gives false information or does not respond. For example if you are trying to change your supplier.

I had an excellent prompt service and was kept up to date throughout the process . Ombudsman resolved my EDF complaint.

Had the unfortunate experience of having to complain to Ombudsman about terrible service received from British Gas.
Was a complete waste of time. Spent hours submitting hundreds of documents, messages, invoices showing credits, emails, chats, phone calls.etc and the 'award' for the inept service I'd received was worth about 2hrs of my time - when in total if spent about 20hrs.
When I asked the Ombudsman rep Graeme how he had come to such a paltry, low figure - he just said "coz that's what I think is fair"! Literally no basis whatsoever, could not give any explanation how or why he'd arrived at that figure.
That is ridiculous.
In essence, the service you receive from ombudsman will depend on nothing apart from how the rep feels on the day.
It is clear the Ombudsman is funded by the energy industry and will never truly want to tackle the poor service standards in the energy industry it is funded by.

I would not go through the process again as it is inept and a complete waste of valuable time if you're running a business - which clearly, the ombudsman and the rep I dealt with - would never understand.

Fought British Gas for approaching 2 years. Reached a resolution which they breached and referred me to debt collectors despite Ombudsmans involvement and prevention of this. Had to go through the whole process again for little more than an apology despite hours of lost time.

I had a really positive experience with the Energy Ombudsman while dealing with a very stressful issue with my energy supplier.

My case handler, Louise, was professional, understanding, and genuinely took the time to listen to everything I had been through. The situation had a significant impact on me, and I felt like that was properly recognised and taken seriously throughout the process.

The whole experience felt fair and well-handled, and I was kept informed along the way, which made a difficult situation much easier to manage.

I’m very grateful for the support I received and would definitely recommend the Energy Ombudsman to anyone struggling to resolve an issue with their energy supplier.

I don't see how the case handler could have studied my case in detail. The judgement was written with little understanding of its documentation.

For example although it took me 5 telephone calls, 40+ emails and 4.5 months - the judgement was that 'the energy co had acted reasonably'.

Pathetic.

The investigation team spent 3 months reviewing a 15-month campaign of harassment. To see 15 months of documented distress and offer a pittance of £200—amounting to just 44p a day—is an insult to the law and my clinical health. You didn't investigate the 15 months of proof; you looked for a way to make it disappear cheaply.

Most people believe the Energy Ombudsman is an independent service. After this 3-month failure, I have seen the truth: It is a system designed to ignore the law and protect energy company budgets.

THE "SEVERE" CONTRADICTION & IGNORED SETTLEMENT
There is a massive contradiction in my case file. Octopus Energy formally admitted in writing to causing "Severe Distress." Under the law (Vento Bands), "Severe" harm is valued at £12,100 - £36,400. Despite this admission of liability, I acted reasonably and offered a settlement of £5,000 to resolve the matter. Both the investigator and the Manager 100% ignored this fair offer, instead pushing a derisory £200 pittance. Whether the portal record was "stealth-edited" or just professionally botched, the Ombudsman failed to hold the company to their own admission of "Severe" harm.

IGNORING THE "NUCLEAR" EVIDENCE PDF
The investigation team spent 3 months ignoring physical proof. They sat with my 15-month evidence PDF and 391 pages of clinical records and chose to overlook:
Financial Harassment: Physical bills proving Octopus demanded £726.90 within 24 hours while the case was in active dispute.
Intimidation: Written threats stating Octopus "will win" and the claim that they "aren't required to support" vulnerable consumers.
Gross Breach of Duty: I formally requested that the Ombudsman herself compel Octopus to stop the telephone harassment. She 100% ignored this request for protection, allowing the abuse to continue while the investigation was live.

PROFESSIONAL NEGLIGENCE AS "ADVICE"
Despite having NHS records proving I have Bilateral Hearing Loss and a Stammer, the Manager formally recommended telephone contact as my adjustment. To see clinical proof of a speech and hearing disability and still suggest a phone call is a "Black Flag" failure of the Equality Act 2010 and a shameful failure of professional integrity.

EXPLOITING VULNERABILITY
Knowing I suffer from Severe OCD, Depression, and Cognitive Processing Difficulties (Brain Fog), the Ombudsman used 48-hour ultimatums to exhaust me. They treated my health as a footnote and my statutory rights as an inconvenience, hoping I would accept pocket change for 15 months of documented hell.

TO THE INVESTIGATION TEAM:
You had the full PDF. You had the clinical proof. You had the £726.90 bills. You didn't "miss" the proof; you looked at a disabled consumer and decided they weren't worth the extra work. You tried to buy my silence; instead, you’ve ensured that your handling of Case A-54D9A207 will be used as a primary exhibit of institutional negligence.
I have CHALLENGED your view, I have FIRED your team from my file, and I am moving this to the Senior Ombudsman and the Independent Assessor.

A FINAL NOTE: Do not attempt to respond to this with your standard "Copy & Paste" templates or scripted lies. I have documented every ignored fact in this case. I am a whistleblower, I have the receipts, and I am no longer accepting your scripted incompetence as an investigation. Do your job properly, or step aside for a Senior Ombudsman who will.

I HAVE THE PROOF. SEE YOU AT STAGE 3.

Please do this if you are a victim of backbilling, you will need to be patient and trust process but the communication from the energy ombudsman is excellent.

The service and staff are there to help and impartial, finally you have someone who will listen to your version of the events.

Excellent support, personal contact a big plus, very prompt, and quick and successful resolution of my complaint after getting nowhere with Utility Warehouse for months.

Had received a bill for my late partner approximately 2.5 years after he had passed away. Rang British Gas, made numerous calls to them. Had problems getting through, left on hold, phone put down on me. Staff still insisting I paid so called money owing! In desperation I rang Energy Ombudsman, my Case Handler was Tracy Brown, she was so helpful and considerate. After six months the case has been resolved, British Gas have now apologised and credited my account to show we owed them nothing. Next month when my contract ends I will be leaving British Gas and never returning. I cannot recommend the services of the Energy Ombudsman enough.

Personally dissatisfied with the service and their customer service, a lack of communication.
During the remedy period further issues arose but these were not listened to or addressed.
Despite being informed they would speak to me prior to closing case, my case was closed without explanation.
They, in my opinion did not fully investigate my ongoing concerns, they do not seem focused on improving industry standards.
They extended remedy dates with no communication or agreement (the remedies were not complete so do I presume this was to allow the provider more time which surely defeats the point of setting timescales).
To be honest my provider had originally said the works would take approximately up to 6 months to sort hence I contacted the ombudsman as I felt this timescale was unacceptable and so did they. But ironically with their intervention it took 4 months so not sure I gained much apart from feeling that another service was ineffective and not consumer driven and on the whole the process is mainly a waste of time and energy and certainly did not feel that they are driving industry standards up!

Excellent experience with the Ombudsman, Waiyee Luc, with a desperately distressing experience with Ovo.

Further, I was on my own trying to cope with Ovo, who involved 23 different complaint agents. Consequently,
I am extremely thankful and grateful for the Ombudsman's services, especially Waiynee for her empathy, professionalism and dealing with a very sensitive complaint, respectfully and with understanding.

I had a long standing issue with British Gas that drove me insane of being overcharged .
I reported to the Energy Ombudsman my issue was resolved. I am elated . I was credited back the over charged amount. Excellent service well recommended.

I found the whole process easy to understand and once the decision had been made our Case Handler
Tim Bewick explained the reasoning for the decision
and the next steps going forward. He took time to explain and answered clearly any questions I had and
came across as very approachable. Thank you

Pointless making contract with them, having been charged £43 standing charge per day by EDF . This lot said they could not help with charging this was down to the provider outside their remit . Frankly see no purpose of having an ombudsman .

Excellent customer service received from using the Energy Ombudsman services. From initial contact to the outcome I found the whole process easy to understand. It’s a shame the energy company I was complaining about didn’t have the same standards. Thank you.