Energy Ombudsman Reviews 

The process was not as daunting as I imagined, from filling in the online form to the initial phone call informing me of what would happen with my complaint to British Gas. As it was, all it took was a phone call from the Ombudsman to British Gas, which led to BG admitting they were wrong and refunding my money, along with a compensation payment.

If i knew that you're corporate lackey dogs, i wouldn't bother with you to begin with. Garbage service, your website doesn't even work, i tried to appeal, the button vanished and you pretended nothing happened.
Because I'm a Christian I'll say this, i hope you never have to deal with evil corporations who spits you in your face, before, during and after, and have a service like this "protecting" you.

I moved houses and British Gas had a pile of bills to the previous owner who had moved out months earlier. I contacted BG to say I had just moved in and was not a customer of theirs. They promised to stop but didn't and set a debt collection company to work. Ths went on for over two months. I contacted the Ombudsman and within days BG caved in and even sent me £100 complensation. Without the Ombudsman I would still be receiving bills to "The Occupier"

The Ombusman upheld my complaint and made a decision that EDF needed to implement some procedures on my account and pay a goodwill gesture. The ombudsman has not explained how this will work or any time scales. They also didn’t understand the nature of my complaint so the main part of it hasn’t even been dealt with. There is no way to “disagree” with the decision unless it’s on a legal point so quite a waste of several months. Would not recommend

Ive beeb struggling to solve a lot of overcharges from EDF just because the change of tenancy was late for 3 years. The energy supplier tried to overcharge those 3 years again because paying by cash those bills was unknown who really paid. After too many emails they still rebilling and charging the same amount like twice and overcharging until they got the bill for over 15K, every week was always a new bill to pay, but always over £9,000 knowing that those bills were paid in full by cash and always on time.
Too many different agents replying by email had always new stories to help, but none of them had any clue what was happening and always says is the accountant that handle the bill system. Had enough trying to fix all the bills properly, after some reviews about Ombudsman that can help, I decided to ask for help from them and Im very satisfied with their service, Im very happy for all the help from handler Mrs. LEIGH JOHNSON! The best customer service from her, very helpful, took too many months and worthy. She made justice for us investigating the case with patience and skills as a professional handler.
Thanks again Mrs. LEIGH JOHNSON! You are the best helping make justice against those suppliers overcharges for nothing.

Excellent support to resolve the issue with my energy company.

The Energy Ombudsman system does what it says on the tin. As soon as they became involved, my energy supplier suddenly found a way to resolve a billing impasse - and made an immediate refund (goodwill payment).

Excellent as they ended my on going issue with British gas. The process was simple and case handler was very good.

After many months of long phone calls & emails getting nowhere the problem has been resolved

Awful organisation and a waste of time, they transferred my case to a new handler and it was like starting over so hasty unfavourable decision was made , Scottish Power has no single regard for them such that while the case was still with Ombudsman, they reported me to 2 other collection agencies and all Ombudsman could do was talk about £75 compensation since that amount meant a lot to them compared to SP messing up a financial record, won’t advise anyone to waste their time with them .
It’s been horrendous I must say.

Having had what I would describe as TOTALLY and UNACCEPTABLE Customer service from Scottish Power for Over a Year, my contact with Demeiza Marriott from the Ombudsman gave me 'Some' hope of a resolution to my 'Problem'. In hindsight, I had nothing to fear as Demeiza's Team got to work and gave me COMPLETE CONFIDENCE that my problem WOULD be FULLY investigated. I was NOT WRONG and I received ALL the Support and Understanding, (that I had been 'fighting' for, for over a year without receiving it) And, am I so glad I contacted the Energy Ombudsman. My problem was attended to and FINALLY PUT TO REST. (PHEW)!.
SINCERE THANKS.
Duncan Paterson.

Ryan was patient and informative- as older people he took his time with us and was very helpful.

When EDF tried to bill my deceased aunts account for over £200+ but couldn’t show why this was outstanding, the Energy Ombudsman were involved and provided a resolution in my favour within less than 2 weeks. An outstanding company providing support and guidance. Thank goodness this service is available especially when dealing with energy company customer service who seem untrained, unprofessional and untrustworthy. Thank you Energy Ombudsman.

Failed to investigate 2/3 of cases raised, claiming they were duplicates even though in relation to separate addresses.
Outcome was totally predictable as they are owned by Trust Alliance, who's directors are heavily invested in protecting the markets that they claim to represent. My story had been syndicated to Channel 5 who are running an expose on the monopoly they are trying to create. Thankfully the new government is on board and is committed to shutting these charlatans down and jailing those responsible for cheating the consumer.

Can’t fault the process and the way everything was explained and carried out by my assigned officer Andrew!
My first time in using this service

This was the second case we had to raise regarding the same complaint, and unfortunately, both cases were closed even though we found that the required remedies had not actually been implemented.

After the energy company submitted its “Resolution Evidence”, we carefully reviewed all of the documents and identified multiple discrepancies, including missing goodwill credits, missing credits for previous payments, and incorrect rates that had not been corrected as required by the Ombudsman’s decision.

We raised these specific issues with the case handler and provided the relevant evidence. However, the response was simply that the Ombudsman was satisfied that all remedies had been implemented and that we should contact the energy company directly.

This is particularly disappointing because the discrepancies were identified precisely by reviewing the evidence submitted by the energy company. We expected the Ombudsman to review the evidence and address the specific points we raised, rather than simply directing us back to the energy company.

After going through two cases relating to the same issue, we are very disappointed with the outcome and the way our concerns were handled. The purpose of using an ombudsman service is to provide an independent resolution when a consumer and a company cannot resolve a dispute themselves. In our experience, this did not happen.

Something which I had been struggling to sort out for months was quickly resolved by the Ombudsman.

I cant fault my experience at all. After sending the initial complaint information in, I received a call within 1 week and my case manager had read everything, he relayed everything back to me that showed he understood exactly where I was coming from and so I didn't need to repeat any information. He kept keeping updated when there was new information, and when I rejected the companies 1st response and offer, it was thoroughly dealt with by Micheal my case manager. I got the result i had been expecting with every point I made being upheld, and a little compensation. Overall a good experience and cant thank Micheal enough for fighting my corner!

Absolute waste of time. They claim to be independent, but it is clear that they are not.
Disregarded all the relevant information and timescales.
I appealed and the same person wrote to me with the exact same outcome.
I put a complaint in about how this person disregarded all the relevant information and it was passed back to her to respond.
Our complaint started in June, but they kept starting it in November. Completely ignoring their failures.

I escalated the complaint again, to explain I didn't want the DRE involved, and that the complaint was about them, not the outcome. The manager , Kelsey, called me. She agreed that there was a number of steps that we could complete, and that she would email me with a clear itinerary of what was required.
She said this would be completed by the next day. I explained that I would rather it completed right, than rushed. So, we agreed on actions rather than timelines.
The following morning was confirmed.
The next thing I know, I have a formal outcome citing insufficient evidence.

No Sh*t... You never messaged me to explain what you needed. You never challenged the energy supplier on what was missing.
Just out to protect their own, and the energy supplier.
If you are considering this process, forget it... They are corrupt and inept.
Save yourself the heartache.

I was having issues with an old energy supplier and the energy ombudsman helped get the issue resolved. They've been a great help