Energy Ombudsman Avis 

We had an electricity supplier issue and they were simply unreachable- uncommunicative, whilst we were out of pocket by a few hundred pounds due to their incorrect actions. The process of complaining to your supplier often leads to them issuing a standard letter offering a resolution through the ombudsman. Do not be afraid to take this step! They are excellent at drilling into your issue and reaching a resolution. Our resolution was quickly achieved, and very fair.its an Excellent impartial service.

Honestly after an already exasperating experience with Scottish Power, it has only been made more infuriating by the lack of help by the Ombudsman. The biggest failures and issues have not been addressed or resolved after the case has been automatically closed! Despite wanting to dispute my case findings, I was advised not to by my case handler, after my reply/objections were sent, she went on holiday and did not reply to my response on her return and my case was automatically closed! Now no one will reply to my emails?!

We had an ongoing issue with Ovo related to smart meter failures and difficulties in getting them rectified. After several months of delays, we contacted the Energy Ombudsman. The whole process was very effective. The online process for submitting our complaint was easy, and we had excellent support from a dedicated individual. They proactively followed up at each stage until we reached a solution with Ovo. They made a compensation recommendation, which Ovo agreed to. I can't fault the support we had.

If you're not sure about making a complaint, please go ahead. I was very glad I did. Astonishingly quick and easy to contact, speak with a knowledgeable and decent human being. Caseworker had excellent knowledge and experience. I felt listened to and understood. Complaint dealt with and I felt supported throughout. Complaint was made not only on my own behalf, but also because I would not want anyone vulnerable dealing with the service I received from the energy company involved, particularly with so many struggling with the cost of living and needing to deal with unscrupulous energy companies. Case concluded on approximate date shown below, August, 2026. The more of us who do so,the more these companies can be held to account and improve their services.

Heavily biased towards their paymasters. Staff were polite and responded to my questions, but a key part of my case was the numerous hard sell phone calls received by my employee, promising the world. Which when I requested copies of all calls I was told by the energy supplier, they could not supply any of them as only used for training . However they managed to submit one of the calls, that aided their defence, as part of their evidence. When I pointed out this to the Ombudsman, she advised she could do nothing, so effectively making a decision without all the facts. Hardly a fair way to make a ruling

Totally biased in favour of the supplier. Our smart meter with Scottish Power was recording incorrectly - running up huge bills on an empty house. They declined month after month to take any action and never responded to our complaint. The ombudsman found in our favour on both the overcharging and the poor customer service but only awarded a remedy for the poor service. So Scottish Power got away with over a thousand pounds of fictional charging. The ombudsman’s judgement was semi-literate and irrational and the conversations I had with them were the same. The finding was just perverse and did not align with the facts - I can only conclude that they are biased for providers.

Very disappointed with all aspects of the investigation. The problem with the billing process that I was complaining about I has still not been resolved yet the case is considered closed

This was my first experience of using the Energy Ombudsman and, looking back, I only wish I had used the service sooner.
My dispute had been ongoing for several months and had become very stressful before I finally decided to refer it to the Energy Ombudsman.
Like many people, I felt I was trying to resolve a dispute with a large company on my own and wasn’t sure where to turn.
Once I opened my case, I found the process straightforward and easy to follow.
Being able to upload my emails, bills and supporting evidence in one place made it much easier to present my case clearly.
I also found it reassuring that everything was kept together within my case, making it easy to keep track of the progress and all the correspondence.
I was assigned to Chris, who took the time to explain the process clearly and answered all of my questions.
Although he remained completely impartial throughout, he explained what information and evidence would be most relevant to my case.
He suggested additional factual evidence that I hadn’t thought about, including obtaining my council tax records and earlier bills, which helped me present a much clearer and more complete picture of the circumstances.
That guidance gave me confidence that I had presented all of the relevant facts for my case to be considered fairly.
After speaking with Chris, I genuinely felt relieved because I understood the process and knew I had been given the best opportunity to present my evidence properly.
The service was professional, well organised and easy to use, and I would encourage anyone who has exhausted a company’s complaints process and genuinely believes they have been treated unfairly to consider using the Energy Ombudsman.
Finally, I would like to recognise Chris for his professionalism, patience and excellent communication throughout my case.
Chris is a credit to the Energy Ombudsman, and I hope his professionalism and dedication are recognised by the organisation.

Pointless being open. Tell you point blank there acting on company behalf and ingore 70% of your dispute and your evincde that is recirded calls emails and text from the supplier 90% of the time and also photo of meter meter bakance time and dates and emails from supplier stating credit balances. They of no real solution and cause wilful delays and blockades that are purposely and intended to disrupted the compalint. They ignore all process and present as much failiure as the co.laint they handle intail. Shocking. Still off suppy. No key no cards for 8 month. Missing credit and faulty meter comlany seen email staing there faulty. You jsit ingored the lot. Date time when where who what screenshot recjeded call provided. Ignored eveything. Pointless. Waste of time

Regarding the conduct of your Mr Gary ****** (Coach).
Assessment of his overdue response (EO Message GW/DW PM 31 Jul 26) as per attached annotations of his message reveals that this individual is totally unsuitable to act as a mediator. The response again indicates another individual who has not bothered to review the significant evidence and has a concerning unfamiliarity with the relevant OFGEM Directives Regulations & Standards.
Notwithstanding these fundamental flaws Mr Gary ****** (Coach) is exposed as a thoroughly disgusting character. The primary objective of his fallacious response was to introduce an defamatory commentary on my previous complaint. Mr Gary ****** (Coach) has made intemperate allegations without a shred of corroborative evidence. Mr Gary ****** (Coach) implies that a dishonest case was presented to question the veracity of the original complaint. The untruthful imputation is made by Mr Gary ****** (Coach) by the specific references to the call timings implies the publication of a deliberate lie by the plaintiff.
Who does Mr Gary ****** (Coach) think he is that he is authorised to deviate from the function of an assessor to act as an unauthorized vigilante ?
Mr Gary ****** (Coach) is clearly ignorant of the fact that dialing a telephone number does not constitute a completed call until connection at the destination handset. By his own hand he has alleged the enactment of two (2) calls were of six (6) seconds duration. Before making his baseless scandalous aspersions of dishonesty. If Mr Gary ****** (Coach) had bothered to undertake a rudimentary investigation he would have discovered that the standard landline connection time for a call through a PBX System is up to seven (7) seconds. I am infuriated that an individual employed who presents himself as an instructor in organization with the modus operandi to act as an arbitrator considers it appropriate to engage in potential libel. Further that I am compelled as an energy company customer to ultimately finance this obscene individual. These inappropriate interventions of Mr Gary ****** (Coach) regarding the alleged telephone calls amount to nothing more than crass pedantry and gross stupidity. Please be advised that in the event that Mr Gary ****** (Coach) repeats or publishes his baseless defamation it will be regarded as published libel.
Essentially the task for Mr Gary ****** (Coach) was the review of the EON Next Deadlock Dossier. The core narrative of that document was the attempt to defraud a customer. Mr Gary ****** (Coach) considers theft to be poor customer service. Mr Gary ****** (Coach) has diverged from the core task on his own volition. The primary objective of the response of Mr Gary ****** (Coach) was totally irrelevant to the original complaint. The purpose of the divergence was to defame the plaintiff. Mr Gary ****** (Coach) is regarded as a loathsome individual devoid of a moral compass.
In spite of the specified failures Mr Gary ****** (Coach) has issued a non negotiable decision which precludes a challenge to his ineptitude. I will not tolerate his scandalous implications and gross incompetence. This matter will be escalated the Parliamentary Energy Security & Net Zero Select Committee.
This individual has impugned my character then failed to recognise the significance of the additional evidence. In the case of the latter allegation the annotations indicate he is UTTERLY CLUELESS regarding
• EON Next link which confirmed energy bills will come down for all customers from 1 April 26
• OFGEM Fixed Term Tariff Price Cap Directive 1 April 26
• OFGEM Standard Licence Conditions for the calculation of Direct Debit Mandates
• OFGEM Guaranteed Standards of Performance Delayed Payment Penalty
• EON Next Breach of Contract
plus an inability to recognise that a request made to implement an offer advised on 27 Feb 26 then rejected on 3 Mar 26 constitutes the failure by EON Next to fulfil an their obligation
The Energy Ombudsman is presented as an honest broker to protect consumers from unscrupulous suppliers. Mr Gary ****** (Coach) has utterly failed to perform that function and coerced the acceptance of a seriously flawed judgment viz. 'I am maintaining the decision on the basis that you haven’t provided any new evidence, or highlighted a significant error within the report, that makes a material difference to the outcome'
NONSENSE : The additional evidence provided irrefutable proof that the original Direct Debit Mandate would have provided a credit balance as of 30 Jun 26 viz. compliance with the Terms of the Original Contract

It was a straightforward application, and kept in communication throughout..

The regulatory body - choses limited scope. My complaint with Ombudsman unresolved. I'm now left with continued charges for a redundant connection. Ombudsman not interested on customer suffering. In my case Ombudsman put a supportive argument for the supplier that i didn't make any payments, i didn't contact the supplier. However the Ombudsman rubber stamped all the lies from the energy supplier. I can clearly see the bias and at the end consumer suffers, Ombudsman has no regard to customer suffering. I really wonder if Ombudsman is a charity, if its a charity who're the donors. I started to think if the regulatory body, is it a tick box exercise or is it fit for purpose?

I've used the Energy Ombudsman for more than one case, and on each occasion the service has been excellent. The process was clear, professional, and I was kept informed throughout. The case handlers were impartial and took the time to review all of the evidence carefully.

One piece of advice I would give to anyone making a complaint is to keep a clear paper trail. After every phone call or online submission, I followed up with an email confirming what had been discussed or agreed. This meant there was a clear record of events, which made it much easier to present my case.

As long as you can provide clear evidence and show where your energy supplier has not met its obligations or followed the relevant standards, the Energy Ombudsman will assess the complaint fairly based on the evidence.

I wouldn't hesitate to use the Energy Ombudsman again if needed and would highly recommend their service to anyone who has been unable to resolve a complaint directly with their energy supplier.

I agreed to work being required, to move my gas meter, for H&S. However, after that was completed, the contractors damaged other areas of my 3.5 yr old driveway. So not part of the necessary job. My driveway was replaced. Cadent gas, had provided Daneways, to do this. Daneways were the company that damaged my driveway, by driving their hgv onto my drive, sinking it. Then used a grabber to remove a tiny amount of waste, causing further damage to blocks, in another area. I was never consulted on design of my new drive, only asked what colour I wanted. And advised my original blocks were no longer made. Complete lies, as I have now discovered. They are still available locally. My 'new' driveway on completion, had around 200 broken blocks. 9 months later, the majority are either damaged, sunk or defective, and still deteriorating. This has all had a huge impact on my health. And continues to do so. I am having to give up working, because of it. And I am not some lazy person, looking for a handout. I will be 65 in a few weeks time, and i do not get sick pay, as a care worker. So I will have no financial support. I have worked hard, all of my life, never been on benefits. I stupidly paid a contractor £1500 to do my drive initially. He took it, and left me with 32 tonne of waste, no drive etc. So when my drive was finally completed, by a trustworthy company, i was over the moon. The ombudsman, opted in favour of Cadent gas. I have 2 days left to contact them, re their decision. I have asked for additional time, as quite frankly, I am feeling unwell, very low, I have multiple health issues. And I am trying to deal with this as well. I have not had a reply to my request. I do not believe in a fair system anymore. I am just one woman against a huge company, and an ombudsman, that clearly does not read all of the information I put to them, or, just thinks I am asking too much, to have my driveway reinstated to the original, by a professional company, that are capable of the work. And will offer me a guarantee that it will last !

After spending over 7 months and many many hours attempting to resolve a billing issue with my supplier, after it failed to deal with my complaint within 8 weeks, I escalated the issue to the Energy Ombudsman.

Spent plenty more time explaining the problem and timeline to the EO and putting together evidence to support my case.

In the meantime, my energy supplier managed to issue correct bills for 2 months in a row. Apparently to the EO, this means that the problem has been resolved and there is no need to delve any deeper into it. Case closed.

The time and trouble I went to in getting the problem resolved is irrelevant, compensation is not awarded for that. In fact it is not even compensation, it is a 'goodwill gesture' if you get anything at all.

The whole process was a total waste of time and effort.

British Gas acted unprofessionally by refusing my complaint without a valid reason and they did not advise me of my right to refer my complaint to the Energy Ombudsman Service.

I contacted the Energy Ombudsman Service and my case was managed by Miss Chelsea. Miss Chelsea heard my case thoroughly and after considering the evidence from both sides, she decided that I should be entitled to a refund, compensation and an apology from British Gas.

The Energy Ombudsman Service has sent out a clear message that a consumer need to come forward and a justice will be served. I highly appreciate the help I received from the Energy Ombudsmen Service.

Kind Regards,

Asad Khan

I contacted the Energy Ombudsman after having issues with my energy supplier that had been going on 9 weeks and it I was getting nowhere
The online process was simple and it was assigned to someone, communication was clear, everything happened quickly and it was resolved with a positive outcome
Really pleased and so glad I contacted them as they got the energy company to do what I had been asking them for weeks - some common sense came into the equation! So pleased

I have had ongoing problems with EDF for many years now. I had no choice but to complain to the Ombudsman as EDF were not resolving the complaint. I had Allison McGirr managing my case and she was efficient, fair and listened. She was extremely helpful.

I found the Energy Ombudsman process deeply frustrating. After a complex technical case involving smart meter display errors and Direct Debit issues, the investigator called me to explain the decision verbally and logged a "verbal acceptance" before I even had the chance to read the written report. This locked my portal options and forced me to contact Customer Support to retract it.

Key technical anomalies were dismissed as simple "data delays" without proper diagnostic logs being requested from the supplier. The entire process felt rushed toward closing the file rather than conducting a thorough, independent technical audit. I would not recommend this service for complex billing or smart meter disputes.

Don't bother. They exist to justify the poor practice of energy companies under the guise of sticking up for consumers.
I'm seriously out of pocket following a British Gas error. The outcome? A fraction of the cost as a bill credit and a written apology.
This is a useless step.