Energy Ombudsman Bewertungen 

I contacted the Energy Ombudsman after a long-running dispute with E.ON Next concerning the removal of a £303.07 Energy Fund credit and repeated problems with affordable payment arrangements. I provided a detailed timeline and extensive supporting evidence.

Unfortunately, I did not feel that the complaint I had submitted was properly investigated. The case handler appeared to reshape the complaint, focus on different issues and produce an outcome that was very similar to the supplier’s existing proposal. Some issues that had been accepted as part of the case were later described as outside the Ombudsman’s remit.

I requested a review because the decision contained factual errors, including referring to a payment arrangement as being “in place” when I had not agreed to it. The decision was returned substantially unchanged. When I then raised a service complaint about the investigation, it was handled by the same case handler and treated as simply being unhappy with the outcome. My subsequent escalation did not receive an independent substantive response.

I received a £200 account credit, a generic apology and a temporary three-month payment arrangement of approximately £137. Although these remedies were implemented, the temporary arrangement provides no clarity about what happens afterwards and the underlying issues remain unresolved.

The service could be improved by defining its remit at the beginning, clearly showing how the customer’s evidence has been considered and ensuring that reviews and service complaints are handled independently.

P.S. FAO whoever responds to these reviews—assuming it is a person and not an automated system: if the intention is to paste the same generic reply used under other negative reviews, please keep it. Either address the specific issues I have raised or do not respond. Another stock response would only confirm the concerns described in this review.

They provide an excellent service. Thier online portal is easy to use and instructions are straighforward with a case handler assigned to mange the process and help you.
If you have a problem with your energy supplier, especially if it is a transfer from another suppier that goes wrong from the beginning, make sure your problem is escalated to a complaint with the supplier at the first opportunity. This is a technical point that allows you to start the 8 week countdown to be able to ask the Ombudsman for help.
If still unresolved with them at 8 weeks you will formally get a letter from them saying you can now go to the Ombudsman. Go immediately even if you think the suppier is going to resolve it.
Evidence to prove the problem is crucial so always ask the supplier for copies of Chat transcripts, take screenshots etc.

I had an excellent experience with the Ombudsman. The case was handled fairly, professionally, and thoroughly, and I was very pleased with the final decision, which was in my favour.
The process gave me confidence that my complaint was properly investigated and that the evidence I provided was carefully considered. I really appreciate the work done by the Ombudsman and the fair outcome.

Don't waste your time and efforts to complete complaints.
It's a nightmare and outcomes it's always in favour of the energy suppliers.

Great Service, very efficient fair and professional. Couldn’t fault the service.

Great experience....so disappointed that I had to go this far to get Scottish gas to provide a passable service

My complaint was with British Gas.
The Ombudsman executive was called Haruna.
I add been trying for approximately 3 months with B/Gas to resolve the issue.
Within 2days of contacting the Ombudsman service my complaint was resolved to my satisfaction.
Unbelievable service with my thanks to Haruna.

There were a great help and after a few years of complete turmoil from an energy company it’s finally sorted and over and the money is all square and done. Thanks

I complained that following previous errors by my supplier that had put me in major arrears, my supplier was providing false information to credit reference agencies that was adversely affecting my credit score. They were saying I had missed payments when, in fact, I had paid every month with a premium to pay down the debt. This had been previously agreed, but there was no written agreement. So, despite the fact I had de facto made payment every month, the ombudsman found in Octopus’ favour because their policy was that balances had to be cleared within 14 days to be classed as not missing a payment.

Having only just discovered from reading other reviews that the energy companies fund the ombudsman service, it puts things in perspective as far as my outcome is concerned. It’s like the foxes funding the chicken coup.

The case handler gave me great confidence that I was being listened to and believed. The computer side of the process was tricky at times but I would heartily recommend the ombudsman service.

Started off great, proposed solution was great, but when the supplier decided to do the bare minimum and not provide any detail or breakdown, the support from the ombudsman was lacking. It's no wonder these firms feel like they can get away with it.

Left well within cooling off period after switching to British Gas.
Switched back to previous supplier well within the cooling off period but early exit fees wee still added.
British gas wrongly registered us with credit reference agencies.
As a result we lost £225 bank switch.There is much more
British gas to pay me just £100
I won my case, but don't expect too much from the energy ombudsman as, I have since found out, the energy companies fund the service, which explains a lot. NEED I SAY MORE.

Initially the process was well handled by the case manager and I felt very relieved that something was being done to help.

However, despite finding in my favour, I found a lack of response to messages (phone and email) when needing to discuss anything very disappointing. Messages sent to me by the ombudsman had no return address. The electricity company (edf) have agreed with all four remedies from the Ombudsman, but have failed to action any of these, leaving me chasing them as well as the Ombudsman. This is a classic 'Curates egg' scenario - only good in parts.

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.

UPDATE 4: It is now 1/9/26. I was told I would be kept up to date, with a deadline of 25/8/26. To no ones surprise, this deadline has well and truly come and gone with not so much as a whisper from the Ombudsman.

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