Energy Ombudsman Bewertungen 

My case officer was extremely helpful and communicative, explaining clearly every step of the process.

I am really impressed by the very efficient and helpful way my complaint was handled. I did not get everything I wanted but the process was fair and my case handler outstandingly good.

I am still awaiting the outcome of my case, so I cannot yet comment on the final decision or whether my complaint has been upheld. However, my experience of the process so far has been positive.The case handler has communicated with me by email, which is my preferred method of communication. Frequent phone calls and missed calls can be stressful for me, so I appreciated this approach. The process and next steps were explained clearly, and I felt able to engage with the case at my own pace.As someone with Irlen Syndrome, accessibility is important to me, and there is still room for improvement in some areas of the online experience. However, I have found the communication professional and respectful so far.I will reserve judgment on the overall outcome until the investigation is complete.

The caseworkers were brilliant.

Holding a gun to my head like a B-movie gangster, the Ombudsman offered a final solution to my complaint; a take it or leave it statement that handed Scottish Power a free hit to mark their own homework and for me to shut up and scuttle away. The final decision included information, clearly private, but from an individual that was not me and bore no relation to the content of my case. In spite of Scottish power continuing to harass me after the ombudsman's decision (They requested I contact customer service to resolve an outstanding debt of 13p. Yes... 13p!!!), this is of no interest to the Ombudsman and they simply want to close the case and for me to move on, whether dissatisfied or not. If such treatment were to be dealt out to an elderly person unable to navigate the online muddle, or a mentally unstable person unable to deal with the ignorance of the correspondence, people could potentially die.

FORMAL COMPLAINT AND OBJECTION TO THE DECISION

I strongly disagree with the decision made in relation to my complaint against Positive Energy.

I had a one-year gas contract for my business premises. From the beginning, the gas meter installed at my shop was clearly faulty. The meter appeared to be second-hand, the display was not functioning properly, and the numbers on the screen could not be read.

Throughout the one-year contract, we repeatedly contacted the company by both telephone and email. We raised the same issue approximately 15–20 times and repeatedly explained that the gas meter was not working correctly. We have retained the emails, correspondence and other evidence confirming these complaints.

We also repeatedly requested that the faulty meter be removed because we were unable to use it properly and did not want to continue with it. Instead of resolving the problem, we were faced with a charge of £680 plus VAT for removing the meter.

Our one-year contract has now ended. We believe that we have been seriously disadvantaged by the situation and that the company failed to provide an appropriate and functioning metering service despite being notified repeatedly throughout the contract.

What is particularly concerning is the decision made by the Energy Ombudsman. We are the party who has suffered the financial loss and inconvenience, yet the outcome appears to favour the company despite the substantial evidence we have provided.

We have evidence of our repeated complaints and requests for the faulty meter to be dealt with. We therefore request that the decision is properly reviewed and that all of the evidence, including our previous emails and records of contact, is fully considered.

We do not believe it is reasonable for us to be responsible for a £680 + VAT removal charge when we repeatedly reported that the meter was faulty and requested its removal during the contract.

Please treat this as a formal objection and request for review. We would also like a clear explanation of how the decision was reached and how the evidence we provided was taken into account.

We reserve the right to pursue the matter through any further appropriate complaint, regulatory or legal channels available to us.

Yours faithfully,

The whole process was so simple. After sending copies of all correspondence sent to Scottish Power outlining their disgusting service, having no replies whatsoever, after sending letters to their complaints dept, followed by a letter to the Managing Director, followed by a letter sent to the CEO. The Ombudsman handled everything perfectly without me having to contact them again. The result was a written apology from Scottish Power, plus compensation. I cannot recommend the Ombudsman enough. If you have a problem with an energy company, then contact the Ombudsman. They are very professional at what they do, and the service is first class. It's amazing how you suddenly get results once they get involved. I think that I would have eventually ended up in court if they hadn't stepped in.

EDF billed a small two-up two-down house for nearly £4,000 when £96.94 was owed, then passed it to debt collectors without checking who owed it. They admitted that in writing. I took it to the Energy Ombudsman.

The decision upheld my complaint about EDF's debt recovery, which I accept. The rest of the decision didn't hold together.

It got the date I bought the property wrong by a full year. On that timeline EDF would have referred the debt to collectors before I owned the house, which is impossible. That error went to the heart of the case.

It found the meter readings were not at fault, while accepting the opening reading had been changed from 10,907 to 109. That one change is what created the false debt.

It found customer service was not at fault, while EDF's handling of my complaint was first reviewed by the same person I was complaining about.

I asked for a review. The Coach's reply accepted the original decision had the wrong dates, that EDF could have investigated further, and that the readings should have been checked before the debt went to collectors. It still changed nothing. When I asked for a final review, I was told there was no significant error of fact, despite those dates having already been accepted as wrong.

Written questions I sent went unanswered while the deadline to accept kept running. It took my MP getting involved to get any response at all.

The award was £150 and an apology, for being chased for nearly £4,000 I never owed.

If you use the Energy Ombudsman, check every date and fact in the decision. Once it's made, getting them to correct it is close to impossible.

We contacted the ombudsman after many stressful calls/letters from Corona Energy, Nicola guided us through the process and relieved the pressure for us, she spoke common sense and resolved the situation for us. I would give more than five stars if I could.
Honestly this service is essential as the energy companies just don't listen, but trust me they listen to the Ombudsman!
Keep up the good/essential work.

I had a very complex issue that proved quite difficult to untangle, and I truly regret not raising the matter sooner. However, thanks to the incredible help and persistence of my case handler, Amy Hucker-Roberts, everything was sorted out.

Amy went completely above and beyond, showing remarkable patience and dedication. She put a tremendous amount of effort and time into resolving my case, and I honestly appreciate every minute she spent on it.

Outstanding customer service and a special thank you to Amy for all her hard work. Highly recommended!

Very poor service and not fit for purpose. EDF energy failed to refund credit balance and empty promises for months. The ombudsman resolution is the same that they will do it and still nothing. No one really reviewed or takes any action on all the evidence provided. Back to square one chasing and banging heads with EDF energy for a refund.

They read my complaint , weighed the facts after the energy company gave me horrible time hurting my credit score wrongly .

Not only the complain was upheld . They ordered the company to issue an apology . I felt respected as a human , not just a consumer

I approached the Energy Ombudsman because I was unable to resolve my complaint with EDF and genuinely expected an independent organisation to consider the situation fairly from the consumer’s perspective.

Unfortunately, I was extremely disappointed with the outcome.

EDF had failed to issue regular bills, which contributed to an outstanding balance accumulating. I accepted from the beginning that I was responsible for the energy I had used. My complaint was about how this situation was handled and, in particular, how an affordable repayment arrangement could be established given our circumstances.

We explained our financial situation in detail and provided evidence. We explained that £31.11 per month was not affordable for us and that £5 per month was what we could realistically sustain at that time.

However, rather than requiring EDF to work with the information already provided and find a practical solution, the outcome essentially accepted EDF’s position that we should go through a third-party organisation before a lower repayment arrangement could even be considered.

What I found particularly disappointing was that the fact EDF’s failure to issue regular bills contributed to the situation did not appear to result in EDF taking greater responsibility for finding a practical solution.

I understand that an Ombudsman cannot automatically agree with every consumer. However, I came to the Ombudsman because I needed an independent assessment of whether EDF’s approach was fair and reasonable. After the review and appeal, the original decision was maintained.

I am now going to settle the outstanding balance in full simply because I want to close this matter and move forward.

My experience has nevertheless left me feeling that, when a consumer is already under financial pressure, there is very little practical protection or support when the supplier’s own billing failure has contributed to the problem.

This has been an extremely stressful experience, and I am disappointed that I did not feel the independent resolution process provided the practical outcome I was hoping for.

The ombudsman has done a great job of looking after OVO energies interests. 13 months of stress, 13 months of being repeatedly ignored, 13 months of phone calls emails, 13 months of broken promises, 13 months to replace a faulty meter, yet OVO get off with paying £200 compensation. What a waste of time.

Find them to be biased towards my energy company even though they claim not to be. Now on my third case handler in a short time. Complained about a few things but even that was very difficult because when you phone it recognises your number and puts you through to your case handler. In my case mine had left the organisation so I wasn't getting through to anyone. I had to use my house phone then tell the person who answered that I wanted to complain. Don't assume these people will sort things out, it's not a well run organisation.

Extremely disappointed with my experience with the Energy Ombudsman.

As a small business, I approached the Ombudsman believing it would provide an independent and fair way to resolve a dispute with a much larger energy company.

I provided clear and independent evidence that my business had vacated the property, together with evidence that another company subsequently moved in and occupied the premises. Despite this, my complaint was not upheld.

The charges being disputed were based on estimated bills rather than actual meter readings, yet these charges were accepted despite the evidence regarding the change of occupancy.

I do not feel the evidence I provided was given the weight or scrutiny it deserved, and I do not believe the fundamental issue of who was actually responsible for the energy consumption during the disputed period was properly addressed.

As a result of this outcome, my small business is now left facing the prospect of having to defend potential court action brought by a much larger company. This is extremely concerning and creates a significant imbalance between a small business and a large organisation with substantially greater financial and legal resources.

I had hoped the Ombudsman process would provide a fair and accessible way of resolving this dispute without leaving a small business in this position. Unfortunately, my experience has left me with very little confidence in the process, and I would not recommend it to another small business facing a similar dispute.

Excellent service with communication throughout the process updating me at every step. Phoned me to explain the decision and what happens next before uploading it onto my account. Laura couldn't have helped more excellent service and communication throughout.

Who I spoke to Andrew was really helpful and made everything really clear

Don’t answer phone .dont return calls despite recorded messages saying they will respond in 2 days.Denied receiving 2 letters sent at different times.could give no explanation The decision reached was incomprehensible and I eventually gave up .they are a waste of public money.plus they do not have a complaints system ,you have to complain to the person you complain about! A joke organisation

The case handler and subsequent ombudsman coach did not review the facts of the case fully. I appealed and had the appeal upheld on 1 issue, however the decision contained many assumptions and factual errors and the remedies were unclear. When I challenged this I was told nothing I said would change any outcome and I had to accept or decline within the deadline. I was unable to make an informed decision due to the errors and vague remedies. I was not given any explanation as to why the factual errors could not be reviewed, or any explanation of the remedy proposed. I put in writing another challenge which was ignored until the deadline had passed. The EO gives no incentive for the so called energy companies to abide by any rules as the EO does not investigate fully or hold them to account. Some parts of my complaint were ignored entirely and not even addressed. This complaint was regarding an energy supplier falsely reporting on my credit file. I will now have to proceed to ICO and possibly to court. This is my only experience with the EO. They were unhelpful and the communication is very poor. Assumptions and errors were made by the coach in the decision and he subsequently refused to rectify or clarify these. I have made a formal complaint, not that it will achieve anything as the case has been closed. The whole experience has me feeling that the EO is there for the benefit of the energy companies rather than the consumers.