Energy Ombudsman Avis 

DISPUTE WITH EON. I was able to explain my case, all details were taken and I felt every confidence it would be thoroughly investigated. I now await the outcome

I had a very disappointing experience and Terrible experience with British Gas, and I felt my concerns were not handled fairly until the Energy Ombudsman stepped in. Thanks to the Ombudsman’s intervention, I finally received the balance I was owed. A big thank you to the Energy Ombudsman for their professionalism and support.

They listen to your concerns and advice appropriately everything is explained professionally which gives you confidence that your case will be thoroughly researched.

I am highly satisfied with the thorough investigation carried out and the regular updates provided by the Ombudsman throughout. Having a dedicated case handler to speak with makes the entire process incredibly accessible and personal for the consumer. As a repeat user of this service, I remain consistently impressed by their high level of professionalism.

Very disappointing experience with the Energy Ombudsman.

I used the Energy Ombudsman for a serious complaint involving a disputed energy balance, historic billing issues, estimated billing, rebilling, unexplained account movements and collection pressure from Octopus Energy while the matter was still under review by the Energy Ombudsman. 

In my opinion, the handling of my case was deeply unsatisfactory. I submitted detailed evidence, including PDF documents setting out the billing concerns and why I believed the balance had not been properly substantiated or reconciled. The decision, in my view, did not properly engage with those points and treated the issue too broadly as a request for a more detailed audit trail, rather than addressing the specific concerns I had raised about billing reliability and accuracy.

I was particularly disappointed that the decision acknowledged issues such as limited historic data, estimated billing, rebilling and unexplained account movements, but still concluded that the disputed balance was valid. In my opinion, where a consumer is being pursued for a substantial balance, those kinds of issues should require much closer scrutiny and clearer reasoning.

I was also disappointed by the way collection conduct was treated. During the Ombudsman process, Octopus communications referred to external debt collection, credit reference agency reporting, credit score consequences and tracing activity. In my view, this went beyond ordinary payment reminders and should have been considered more seriously in the context of a formally disputed balance under active review.

The appeal outcome maintained the original decision. I do not accept the decision, and I remain of the view that the process failed to properly address material evidence and factual inaccuracies in the billing history.

This review reflects my personal experience and honest opinion based on the evidence I submitted and the outcome I received. I would not personally feel confident relying on this service again for a complex billing dispute.

The ombudsman state they try to be fair and transparent in their decision making and consider the evidence submitted. Unfortunately, this is not the case. The case handler is not fair, reasonable or transparent and seemingly interprets OFGEM regulations in their own way, completely ignoring any automatic requirements set out by OFGEM. The whole quantum of the resolution offered was based on a single point which was is this outcome justified because I have offered more than the energy supplier.

The case handler's written decision did not review all relevant facts and evidence supplied and adopted the supplier's response at face value. The language used demonstrated a severe lack of impartiality. The impartiality test goes further as the appeal was reviewed by the same case handler rather than a new case handler as per the Ombudsman's own published process map.

The grounds for appeal are limited but even in the case of stated factual errors, they will determine what they constitute as an error.

The whole process is designed around getting cases closed and reaching an outcome, whether reasonable and fair or not. The communication is poor and does not consider the consumer, the impacts on them or their own disabilities, despite what they may say.

I would recommended you fully exhaust the complaints procedure with your supplier before even considering spending time complaining to the ombudsman. The more detailed your complaint, the more fact based it is, the more rules you rely, the more time you expend for little benefit. Do not expect much from a heavily restrictive service which relies on poorly trained staff who invent their own rules and make their own determinations on OFGEM rules and then cannot explain the reasoning behind their decision.

Easy process providing you have good evidence of the issues and have recorded the problems. Very professional staff and cannot speak highly enough of the way my issue was handled and help and guidance of what I needed to do and what would happen once the procedure was started. Excellent experience in what appeared a daunting task to go through.

Helpful professional and respectful thank you

Good listening service. Always very polite. Really appreciate it. Could do better to keep you in touch with the situation and getting back to you.

Stop worrying, forget being ignored and being treated with contempt. Get in touch with the ombudsman, explain your problems and they will fight your case. Sympathetic listeners will listen to your problem and fight your corner.

My experience with the Energy Ombudsman was polite and timely, but the investigation process itself is far too limited to deliver a fair or balanced outcome.

The Ombudsman confirmed that it does not request clarification from Ofgem even when regulatory interpretation is central to a dispute. It also does not request non personal consistency data from suppliers, even when the supplier is willing to provide it. The Ombudsman only reviews whatever evidence the supplier chooses to submit, and does not verify fairness or consistency beyond that.

This means the Ombudsman cannot fully assess cases where suppliers choose not to provide relevant information. The published remit suggests a broader investigative scope, but the internal interpretation of impartiality prevents the Ombudsman from gathering the evidence needed to make a fair decision.

Staff were polite and communication was prompt, but the process itself is too restricted to be effective. Until these structural limitations are addressed, the Ombudsman cannot reliably resolve disputes where regulatory interpretation or consistency checks are required.

My experience was very positive. The company provided a professional and customer-focused service throughout the process. Communication was clear, and I felt that my concerns were listened to and handled fairly. The staff were respectful, knowledgeable, and kept me informed about the progress of my case. What they do well is treating customers with professionalism and aiming to resolve issues in a fair and transparent way. Overall, I was satisfied with the service and would recommend continuing this high standard while looking for ways to reduce waiting times and provide even more frequent updates.

After EON hit us with a massive bill backdated 6 years, through to no fault of our own, we contacted Ombudsman. Anthony took up our case. He kept us informed throughout the process & after a few vary worrying months, got our bill reduced & a credit issued. No apology from EON for all the worry they caused but massive thank you to Anthony for all his help.

Blatantly biased inept organisation fully funded by the energy companies they supposedly are there to help regulate - delays, passed from pillar to post and hard factual evidence swept aside as irrelevant.

The Energy Ombudsman helped rectify the problems we had been having with our energy company. I would recommend using.

answered call fast. understood immediately. processed quickly, took my problems away

Initially rejected my complaint saying it had to be 8 weeks since raising it with my supplier. It had already been 9 weeks and this was stated in my complaint! Did they even bother to read it?
They believed everything the supplier told them, but nothing I said due to lack of evidence.
They sent the outcome of my complaint to the wrong email address. This could have left no time for comments or appeals - which only had a 2 week window.
My response to the decision was pretty much discounted.
Several points raised in my complaint were completely ignored.

Quick, simple but very efficent service. After 6months of lies and vague promises, 6weeks and provider had recitified all the problems.
Professional but normal advisor, Becca, that supported me throughout the whole process, and can not fault the service.

Absolute shambles complaint over massive electric bill totally on side of energy company.waste of time

Complete waste of time and energy , this is just a money scheme for the ombudsman and no benefit to the customers