Energy Ombudsman Avis 

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.

Acted quite quickly and with desire to investigate

I provided all the nessesary evidence for the case, even more. They didn't even read it! They ignored 80% of my claim and didn't provide my with any explanation! This is why companies like ScottishPower will continue to abuse their customers and steal thousands of pounds from them, there is no one organisation to stop them and the Energy Ombudsman is part of the problem. My money got stolen, I lived in stress for 3 months (in the winter) as ScottishPower invented a bill for thousand of pounds and I have to fight it all alone! If you are in serious trouble with an UK energy company go straight to the court because the Energy Ombudsman will just waste your time and solve nothing - not even a refund for money stolen from you by an energy company.

Nick my ombudsman allocated to me is a very good
soft, straight talker, easy to listen to and understand.
The system was explained to me, and I was advised
if anything I wanted to add I could enter onto portal or more importantly I could call Nick by telephone.
Because I have submitted the truth I believe I will get a
fair crack of the whip with the system no matter which way it goes.

I highly recommend

The decision was biased towards the energy supplier even though they are part of your big family nevertheless there should be a fair hearing and good judgement. Thanks

Total waste of time as they don’t use the data provided to make their judgement.

We presented 15 months data from Octopus energy showing average off peak usage in excess of 65% yet the Ombudsman used one bill from British Gas that showed 52% off peak as their view of what our consumption was.

An absolute waste of months of my time. The Energy Ombudsman claims to be an independent body protecting consumers, but when presented with concrete mathematical proof, missing money discrepancies, and fabricated usage data (such as algorithmic spikes of 10.8 kWh on single days contradicting physical meter reads), they completely washed their hands of the issue.
Instead of investigating system-wide data corruption and financial inaccuracies, they hide behind "minimum standards" and throw a token goodwill payout at you just to close the case file and clear their metrics. They refused to hold the supplier accountable for the exact financial discrepancies and broken billing logic laid out in the initial complaint.

If you are expecting an independent regulator that actually audits energy companies for billing and system errors, look elsewhere. This service simply provides cover for corporate incompetence.

**Meanwhile money is still vanishing from the account, fixed absolutely nothing, even complaints cover up their own actions.

Got £200 awarded asEDF failed to fit a working smart meter in weeks, but still not resolved as meyer won't connect, any award is just tokenism, can't get an EV tarrif without a working smart meter so now stuck and case closed

Clear, sympathetic and helpful. I finally feel some progress is being made in regards to my situation.

I went from computer says No with my energy provider to a satisfactory resolution on the same day from the energy ombudsman. I had already taken my complaint to my energy provider but wasn’t being listened to so reached deadlock in a day with them. Having taken it to the energy ombudsman my energy provider made a complete u-turn and cancelled my bill and compensated for their error. Very pleasing result

The Energy Ombudsman is supposed to be independent. It is not.
I provided documentary evidence: a tariff screenshot showing my contracted rate (18.71p inc. VAT), my first bill showing the overcharge, and my final bill showing my correct rate finally applied.

E.ON Next provided a claim that an email existed showing my rate was 22.21p. They never produced this email. It was never in their evidence.

My investigator, Kassim Ali, accepted E.ON's word as fact. He ignored my evidence. He made a decision that rewards their theft and punishes my persistence.

On the phone, he claimed the email existed. He did not put that in his decision. He cannot produce it. Because it does not exist.

This is not an investigation. This is a kabuki performance. The Ombudsman is not independent. It is a rubber stamp for the industry.

Kassim Ali is not a neutral referee. He is a participant in the cover-up.

IF I take the £125 it will be under protest. They (E.onNext) stole £147.55 from me. I would still be down £22.55.

Do not trust this office. They are not here to help you. They are here to protect the industry. And if you are a friend of any one who works for this office know that they will betray you in a blink of the eye, All our institutions and regulators are corrupt. Incredible times we live in.

My advice if you have the evidence like i do, ignore or bypass this corrupt office, go straight to county court with your evidence and represent yourself as a litigant in person.

Update to reply to the kabuki template from this disgraceful office, to let people know Kassim Ali has ignored all my evidence, solid evidence bills with my correct rate on since April this year, the first time I had been charged my contracted tariff its there in black and white, a bill, yet Kassim relies on a knocked pdf screenshot claiming it to be an email sent to me, it has no headers, nothing, its a fabrication, Also Eon responded more or less the same time as these pretenders have, they are co-ordinating, still this is all good for the media and letters to the editors.

Extremely satisfied. Communication excellent. Dealt with everything on email as per my request.
Seamless from start to finish. Thank you.

My evidence of incompetence by the company was ignored and the companies poor defence was totally accepted. I did not realise that there was an earlier window for appeal so my opportunity to argue the lack of proper investigation was lost. I have tried making contact to complain about the flawed investigation but have had no response on how to proceed. I feel massive bias towards the energy companies. Just a tick box exercise.

From start to finish I found the entire process easy to understand and complete the necessary documentation. Kept informed all the way through by using the on-line app. Very professional and competent individuals not like the ignorant British Gas people. All timelines were met. Would not hesitate to use again and strongly advise others to do so.

The Energy Ombudsman - Ryan Thomas was amazing. Professional, thorough and kind throughout the process of reaching resolution.........after months and months of harrassment and threats against our home etc by Scottish Power. Our sincerest THANKS to the Energy Ombudsman.

British Gas installed smart meters and display in March 2025. The meters didn't transmit usage and the display showed nothing. Over the next 12 months, I 'spoke' to several chatbots -all useless - and to at least 4 'real' agents - three of which cut the call (i was not rude to them), Three engineer visits came to nothing as their tech staff refused to let the engineers change any of the equipment. A neighbour told me about Deadlock Letters but BG refused to raise one. On my neighbour's advice i raised a formal complaint with the Energy Ombudsman. To cut a long story short, BG then sent another engineer who changed both meters and the comms unit. Everything now works and BG have credited my account with £125. I strongly recommend using the Ombudsman if you have similar problems

They listened from the start.
The process was easy.
They stuck to the timescales.
Everything was easy to understand, and they removed a very stressful situation from me to them

The Energy Ombudsman is NOT Independent and many of the emails etc appeared to be written in the same style and wording of my energy provider. I would ask you this question. If a wife was told by her unfaithful husband that he was paying for a very expensive solicitor to handle his side of their Divorce and that his solicitor suggested he represent both of them and that his wife would not need to pay him a penny.
Would a sane person believe that the Solicitor would do right by the wife even though she has not contributed to his funds, or would the Solicitor focus on getting the best result for the PROVIDER who is paying him a handsome fee? Before you answer the errant husband's name is Octopus