Energy Ombudsman Avis 

I wasn’t aware you could actually speak with your case handler until I read other Trustpilot reviews. That information isn’t made clear on the website, and my own case handler certainly did not make that information available.

The Ombudsman has been very unhelpful overall. The webpage is not user‑friendly, and when you try to challenge a decision or provide additional evidence, it is rejected without review. You’re asked why supporting documents weren’t submitted at the start of the case, but until E.ON provide their “evidence” to the Ombudsman, how is a customer supposed to know what they will dispute? If a customer has documentation that contradicts statements made by the business, it should be automatic that this can be added to the case file for proper consideration.

Based on my experience, and many other reviews on here, the Ombudsman process feels heavily weighted in favour of the energy companies, leaving ordinary customers to fight their case with these big energy companies alone. Not impressed with the Ombudsman service at all.

I cannot praise the Energy Ombudsman service and my case handler, Julie, highly enough. After experiencing ongoing distress with my energy supplier, the level of care and efficiency I received here has been a massive relief.
My complex billing dispute was fast-tracked and moved to the active investigation stage in just 11 days. The online portal is exceptionally user-friendly, allowing me to seamlessly upload all my evidence without any administrative friction.
Every single representative I have interacted with has been professional, reassuring, and deeply understanding of my circumstances. They have transformed a deeply anxious situation into a transparent, secure, and rapid process. I have total confidence in their expertise and cannot thank them enough for their outstanding support.

I recently had a case with the Energy Ombudsman (reference EG064636-26) concerning a long-running billing dispute with OVO Energy involving estimated bills, ignored meter readings, and vulnerability issues. The case was being handled by Beryl Lowes. I was told I would receive updates during the investigation. In reality I received no updates on the portal for over a month. The decision only appeared after I messaged to request an update.

The decision itself contained a clear factual error. It stated that there were no customer or Data Collector meter readings available after 9 June 2023. OVO’s own records and correspondence confirm they received an actual on-site reading of 96154 on 13 January 2025 from Morrison Data Service and did not apply it. Instead, they deemed it 'erroneous.' Other actual readings from their contractor were also disregarded by Ms Lowes.

Evidence of household vulnerability (PIP awards for both adults, Universal Credit, and my role as DWP appointee) was uploaded but received little to no weight in Ms Lowes decision.

A documented data-protection breach (OVO sending me another customer’s complaint details) was also not properly addressed.

Recorded contact preferences on the file were not followed, with calls made outside the stated times. Overall, the case did not appear to receive careful or thorough consideration of the evidence that was available. I have since requested a formal review of Ms Lowes decision. I am also preparing to take this case to court if a fair decision is not reached.

I warn you, if you are debating on having this lot investigate your dispute, be prepared to challenge them.

UPDATE: Since writing my review, I have received a very weird response. At first, my decision review request was accepted but given back to Beryl Lowes instead of going to a coach for review. Then, less than an hour later, a message was put on the portal for me by Nicola Matthews stating Ms Lowes is 'out of the office' today and I should expect a response around August 25th. Obviously this is very strange and NOT normal procedure, so I'm now having to verify that my case review will be handled by someone else. It's becoming clear to me that this company is as bad as the energy companies, and a good chunk of these positive reviews are almost certainly fabricated.

Update 2: It has just came to my attention that Ms Lowes actually spent 20+ years working for NPower in a customer service role, so it's really no wonder she has decided to side with the supplier over a customer with evidence of wrongdoings.

UPDATE 3: The Ombudsman has now reported this review to Trustpilot in an attempt to have me remove it. I'm not removing anything. The review describes my personal experience with the Energy Ombudsman. Naming the case handler who dealt with my case is part of describing that experience and is not private personal information. The review is factual and does not contain any private contact details, addresses, or sensitive personal data. A name is not personal data. Past employment history is not personal or private data when it is published live on the web for all to find and see. I will keep reposting this until it stays up.

Too automated. Remedies are geared in favour of corporations. The financial compensation is derisory, dated from the 1970's. Written in stone, EO need to update policy, and make compensation much much bigger for those who abuse Data protection laws and harass the citizen.

Energy Ombudsman, sorted my issue very quickly efficiently and very speedily, from an issue that had being going on for more than a year, I passed all my information to them and all sorted in super quick time, I would definitely recommend using Energy Ombudsman to help rectify your complaint

The process was very simple to use. The advisor explained each stage of the process and how long it would take to complete each stage. Each stage was completed exactly on time. I would recommend this service to anyone who is in dispute with an energy company.

ABSOLUTELY USELESS 38% NEGATIVE 1 STAR RATING ARE THEY REALLY SERIOUS ABOUT BEING AN IMPARTIAL ‘OMBUDSMAN’
IT IS A COMPLETE JOKE WHAT A WASTE OF TIME AND MONEY
OCTOPUS NOT MUCH BETTER AS WELL
SAY THEY THE BEST FOR SERVICE 😆
WHAT A LAUGH

ABSOLUTELY USELESS
I GOT £250 FOR 6 MONTHS OF HASSLE FROM OCTOPUS ENERGY
THEY ARE ALL IN IT TOGETHER
OCTOPUS OFFERED ME THIS IN THE FIRST PLACE
THE CASE HANDKER LUKE IS EARNING HIS LIVING ON THE BACK OF US TAXPAYERS
HE DID NOTHING AT ALL
AND GOT PAID THE COMPENSATION PAYMENT WAS EXACTLY THE SAME BEGORE HE GOT INVOLVED
A USELESS QUANGO GET RID OF IT NOW AND SAVE BILLIONS THAT CAN GO TO THE NHS !!!!!!!!

Excellent service from the Energy Ombudsman. The whole process was smooth, transparent and logical. My contact took time to listen and to understand my position. She provided first class customer service, always explained technical matters and how she arrived at her decision.

Octopus could learn a lot from how the Ombudsman operate.

The process was quick and easy. I was particularly impressed when I received a phone call the next day after submitting my complaint.

Completely backed EDF even though as a vulnerable customer with PTSD they allowed them to send bailiffs to my address, thankfully due to support from combat stress, and my own former comrade's in arm's, ( some in their 80's, prepared to help). No one got hurt Absolute pirate's backed and supported by the major energy companies ( manopolies marking their own homework????). You are not an ombourdsman you are part of the problem. Absolutely useless

Energy disputes can be complicated and hugely time consuming. By the time you go the Ombudsman (EO) you probably have a lot of material and correspondence as evidence. The EO, in my case, took the time to understand my evidence and made a fair decision. I didn't get everything I wanted, but the EO finally put an end to a 5 yr dispute with an energy provider and ultimately came to a fair decision.

Waste of time.

Very pleased with their help

Thorough investigation by Energy Ombudsman resulted in energy company having to take action within a set timeframe. Was getting nowhere due to a cross-metering and wrongful supplier situation so pretty complex. Excellent work by handler in advising me of the procedure with all points eventually upheld in my favour. Very grateful for this service

Is senior in years, not very good at technology, so was out of my depth with trying to complete the on line documentation. Fear Not! A conversation with the appointed case manager solved all that. After many months of trying to get a problem solved it was sorted within 24hours of the Ombudsman contacting my energy Provider. I cannot praise them enough. Thank you very much Rachel Hackney for your understanding and kindness.

We had a cross meter issue where we were paying for our neighbor's meter. Despite informing British Gas right at the start and calling and writing multiple times they did not do anything for 12 weeks. That's when we reached out to the Energy Ombudsman. They(especially George) were very responsive and understanding. They reached out to British Gas promptly and resolved the issue. We are yet to receive our refund, but British Gas accepted their mistake, issued an apology and credited our account with the extra amount that we paid and added a 200 pound goodwill amount as per instructions of the ombudsman.

What used to be a fair and impartial mediation service has descended into a corrupt dirty quango making excuses and gaslighting on behalf of energy companies who can now do as they like. Unlike all the other energy companies soft searches, E.On did a hard search on me and destroyed my credit score but the ombudsman started lying and making excuses for them and was more rude and abusIve to me than the energy company was. I hope Reform or Restore political parties sack all the new woke DEI staff or just shut the corrupt wronguns down. Utter garbage quango now and patently racist and evil.

Every single monthly bill sent to us by Utilita (going back for more than 3 years) was incorrect. This happened when they changed from quarterly to monthly billing. Bills showed I was in credit instead of debit therefore I used energy credit I didn't have. The error (debt) occurred more than 3 years ago. When I moved to another supplier, I was send a final bill with a credit figure of over £200. Then Utilita noticed their error from more than 3 years ago so they sent me a revised final bill with a debit amount. Contacted the Ombudsman who, amazingly, sided with Utilita! I had to quickly find money to pay this debt - a situation all the fault of Utilita. Will never bother with the Ombudsman again. Wasted so much time communicating with them for nothing!