Energy Ombudsman Reviews 

After banging my head against a brick wall with Octopus for a business account, I took it to the Ombudsman. It takes quite some effort to submit all the evidence. It was clear that Glenda, the case handler, took the time to study the evidence carefully and upheld all five of my complaints. It is clear that the energy suppliers take the Ombudsman's intervention seriously. The process takes a lot of effort and time, but the outcome was good.

I had an ongoing issue with EDF Energy which I could not get resolved with my direct input. I involved the Energy Ombudsman and from the date the complaint was picked up, the issue was resolved within 2 weeks. EDF also apologised for their poor customer service. Very happy with the resolution which I would not have been able achieve without the intervention of the Ombudsman.

Maria Maddocks was perfect and very polite and helpful also understanding

I'm very grateful for professional help I received. My case was taken care of immediately after my submission, I was informed about all updates during duration of the process. Everything was explained to me clearly and I was very happy with the final resolution provided

Have had a great final experience with the Ombudsman.
I had to escalate the same energy supplier, British Gas, to the Ombudsman multiple times.
And thankfully this was my last.
I now finally feel free of dealing with BG ever again and The Ombudsman helped me to close this chapter.
Alison, who took on my case, was wonderful to deal with.
She was professional, calm and clearly took the time to understand my complaint.
I felt heard after BG completely dismissed me.
I also like using the Ombudsman site and found it easy to navigate, communicate and to upload my information.
A great experience for me and I can't thank the Ombudsman and Alison enough, as I finally feel like a weight has lifted.
I was awarded compensation, am having information corrected and got an apology. This was due to the Ombudsman, my evidence and Alison's investigation.
Previously BG had denied all to myself and shut me down.
So I recommend to not give up, get your evidence together and be as clear and concise as you can so that the Ombudsman can investigate and help you to achieve a resolution.

Easy submission . Well explained. Simple process. Eased my anxiety dealing with large organisatio

Case ref EG070817-26
Our whole comlaint against British Gas was handled magnifiently thoughout by Laura Swanson. She was exceptionally friendly, helpful and thorough in her research into the all the many ongoing and repeated problems which took from June to October to conclude.
She helped us thoroughout with the website got us a brilliant result.
I would definately recommend the Ombudsman service to anyone.

Based on my experience, I would seriously consider the alternatives available before relying on the Energy Ombudsman, including the civil courts.
I am extremely disappointed with how my case was handled by the Energy Ombudsman.
My case involved disputed commercial energy charges where the supplier initially provided written explanations and figures which were later acknowledged to be incorrect. I repeatedly asked for the underlying calculation and supporting evidence, yet a substantially different explanation was only provided very late in the investigation.

By that point, my energy contract had ended and I had been left on significantly higher out-of-contract rates. I had already arranged a replacement contract through a broker, but this could not proceed while the disputed balance remained unresolved. I provided the Ombudsman with extensive evidence, including written correspondence, bills and confirmation from the broker.

The final decision acknowledged that I had been given incorrect information and that this had caused significant inconvenience, time and trouble. The remedy offered was £100.

I appealed the decision and provided a detailed document setting out specific factual errors, inconsistencies in the calculations, the chronology of events and the financial consequences. The senior review maintained the original decision. However, I was left concerned that several of the specific points and evidence I had raised were not substantively addressed.

What I find particularly frustrating is that the Ombudsman was aware that the disputed balance was affecting my ability to secure a replacement contract and that my existing contract was approaching its end. Despite this, the underlying explanation was not obtained until very late in the process.

I appreciate that an Ombudsman will not always reach the outcome a consumer wants. My concern is with the handling of the investigation, the delay in obtaining important evidence, and whether the detailed evidence provided by the consumer is properly considered before a final decision is reached.

After months of correspondence and providing substantial evidence, I am left feeling that the process gave greater weight to the supplier’s latest explanation than to properly reconciling the conflicting information that had previously been provided.

I have now raised a separate complaint about the service and handling of my case. Unfortunately, the experience has left me with very little confidence in the process.

Waste of time.
British Gas escalated an initial bill of £130 which was challenged as it should have been £80. They ignored the challenge and over several months escalated it to £800 threatened me with financial credit ruin, bailiffs and court action. Pursued me despite personal cries for help.
Eventually admitted nothing but conceeded and said the bill was £80. I paid it and then they sent me a bill for £300.
Ombudsman held up my complaint on ever point. No compensation except what British Gas offered me to start with.
Quango with no teeth we are paying for. Energy companies are riding roughshod over the working class and are making money out of frightened customers who pay to relieve the stress.
Utter waste of tax payers money. Buy a wood stove some candles and wear a jumper its so much more controllable and you don't get bullied what a shite country we live in.

As it says in the reply basically no teeth. So why arent they being referred to Ofgen and stop these practices

Excellent communication. Decent speed. Common sense.

A professional and effective service which ultimately brought resolution to a complaint that had become unnecessarily prolonged and complex. I felt listened to, and although I did not agree with every aspect of the determination, the outcome was fair and resulted in meaningful action. Thank you to Steven and the team for helping bring the matter to a close.

Excellent mediation provided and the team's professionalism was too notch.

Invaluable service helping energy customers resolve problems with their suppliers. I have needed to contact the Ombudsman on two occasions in 18 months due to discrepancies with my energy supplier. The evidence gathering is always time consuming, taking images of documents and emails, but once uploaded, all the data is readily available in one central space. The case handlers always introduce themselves and are available for assistance. Primarily, it is down to you to put your case forward, at the appropriate time. If, for example, you have received a letter of deadlock from the energy supplier and you are still not satisfied, then this is the time to act. On presenting your information, the Energy Ombudsman will decide upon the case being accepted. I have had two accepted cases. The energy ombudsman website gives clear explanation of what they can accept, it's helpful and easy to check.I would encourage anyone to use the service. It means a bit of work, but worth it to reach a resolution. The ombudsman is there to fairly present your case facts so that the supplier can action a response and a proposal to close the complaint with you. Once a fair proposal is provided, there is an opportunity to accept and move on, which is what both parties want.

Fast and very helpful.

British gas didn't adhered to my issue ...energy ombudsman did listened to me and sorted the issue very promptly with efficiency

They took nearly 8 weeks to decide in the energy companies favour. My energy company have been overestimating my bills for months, to hoard customer money and earn interest of it. Then the make you "apply" for a refund of your own money! scammers. OFGEM sided with the energy company effectively enabling them to continue being profiteering scammers. Avoid. Dont even bother. youd be better letting the energy company take you to court, you'd probably have a better outcome.

Highly recommend

I’ll caveat this review by saying that my appeal to the Ombudsman was unsuccessful, so perhaps you’ll take it with a pinch of salt. Nonetheless, my experience was disappointing and frankly disheartening.

I set out clearly why I believed the energy supplier’s position was legally and contractually wrong. My frustration is not simply that the Ombudsman disagreed with me, but that I did not feel the central argument was ever properly addressed or explained in the decision.

When I challenged the reasoning, I was also told that “ultimately it’s a free service you’ve gone to”. I found that particularly dismissive. Whether a service is free to the consumer should have no bearing on the standard of reasoning or respect people can expect from an independent dispute-resolution body.

I would have had no issue accepting an adverse decision if I felt my argument had been properly considered and answered. Unfortunately, I came away feeling that it had largely been sidestepped. A genuinely disappointing and bitter experience.

The process of registering my case against British Gas and uploading evidence was straightforward. Once the investigator was appointed, there was a communication channel to provide updates. British Gas did refuse to engage with me after the Ombudsman contacted it, but that is on British Gas. My case was British Gas mishandled a bereavement report and trashed my credit rating with false filings. Although it acknowledged the error at the beginning of June, it failed to correct it and any disputes raised with the credit rating agencies were rejected by the British Gas Debt Disputes Admin Team. The Ombudsman ordered it to make the changes and significantly increased the compensation it had offered at one point. The evidence submitted by British Gas of its compliance at the end of September demonstrated that it had not taken the required action – despite repeated promises – until the Ombudsman was involved.

I was in rented accommodation and had been informed that EDF provide the electricity. I contacted them and they confirmed this and I started paring them . 2 months later E.ON wrote to me claiming they were the provider. I put them in contact with EDF but E.ON failed to liaise with them and continued to send me threatening letters demanding payment. I complained to the Energy Ombudsman and their ‘investigation’ consisted of some contact with E.On but none whatever with me, followed by a decision in which they stated they thought it was likely E.ON was the provider. They declined to contact EDF, claiming that would breach GDPR, which is false. Fortunately EDF were very helpoful and contacted the Ombudsman with some information that would have been apparent had the investigation been a proper one. Ultimately, E.ON accepted that they were not the provider, having wrongly entered the property and removed EDF’s meter and replaced it with one of their own! The Ombudsman appears to have no idea of how to investigate issues properly and simply forms a view based on contact with only one of the parties. Do not trust or rely on them.