Energy Ombudsman Recensioni 

I’ll caveat this review by saying that my appeal to the Ombudsman was unsuccessful, so perhaps you’ll take it with a pinch of salt. Nonetheless, my experience was disappointing and frankly disheartening.

I set out clearly why I believed the energy supplier’s position was legally and contractually wrong. My frustration is not simply that the Ombudsman disagreed with me, but that I did not feel the central argument was ever properly addressed or explained in the decision.

When I challenged the reasoning, I was also told that “ultimately it’s a free service you’ve gone to”. I found that particularly dismissive. Whether a service is free to the consumer should have no bearing on the standard of reasoning or respect people can expect from an independent dispute-resolution body.

I would have had no issue accepting an adverse decision if I felt my argument had been properly considered and answered. Unfortunately, I came away feeling that it had largely been sidestepped. A genuinely disappointing and bitter experience.

The process of registering my case against British Gas and uploading evidence was straightforward. Once the investigator was appointed, there was a communication channel to provide updates. British Gas did refuse to engage with me after the Ombudsman contacted it, but that is on British Gas. My case was British Gas mishandled a bereavement report and trashed my credit rating with false filings. Although it acknowledged the error at the beginning of June, it failed to correct it and any disputes raised with the credit rating agencies were rejected by the British Gas Debt Disputes Admin Team. The Ombudsman ordered it to make the changes and significantly increased the compensation it had offered at one point. The evidence submitted by British Gas of its compliance at the end of September demonstrated that it had not taken the required action – despite repeated promises – until the Ombudsman was involved.

I was in rented accommodation and had been informed that EDF provide the electricity. I contacted them and they confirmed this and I started paring them . 2 months later E.ON wrote to me claiming they were the provider. I put them in contact with EDF but E.ON failed to liaise with them and continued to send me threatening letters demanding payment. I complained to the Energy Ombudsman and their ‘investigation’ consisted of some contact with E.On but none whatever with me, followed by a decision in which they stated they thought it was likely E.ON was the provider. They declined to contact EDF, claiming that would breach GDPR, which is false. Fortunately EDF were very helpoful and contacted the Ombudsman with some information that would have been apparent had the investigation been a proper one. Ultimately, E.ON accepted that they were not the provider, having wrongly entered the property and removed EDF’s meter and replaced it with one of their own! The Ombudsman appears to have no idea of how to investigate issues properly and simply forms a view based on contact with only one of the parties. Do not trust or rely on them.

I contacted this 'Organisation' over 6 weeks ago by phone and e-mail with ref; to British Gas, they've not the 'good manners' to reply or any response. Typical Government Organisation.
THEY DO NOT HELP WITH COMPLAINTS, ARE AN UTTER WASTE
OF TIME
The answer from this organisation quotes a phone number which after the speal cuts you off.
SHOWS ITS AUTOMATED and UNHELPFUL

Waste of time I would recommend you don’t even bother.
EDF have been taking money from my gas meter for some time. I contacted the ombudsman when EDF refused to communicate with me.
The ombudsman got my complaint confused.
They then decided that EDF needed to pay me £75 and implement some other remedies.
I had no option but to agree with this which I did in August.
I was then told that EDF would complete the remedies and pay the £75 by 30.09.2026.
On 25.09.2026 EDF sent a one paragraph email to the Ombusman which didn’t answer any points raised. I asked the Ombusman for help my complaint was closed.
The cheque is apparently “in the post” because both EDF and the ombudsman think it’s 1986 not 2026.
Save yourselves the hassle and don’t involve the Ombusman

Awful experience- do not waste your time with this organisation. The case managers do not understand the nuances and do not reach logical conclusions/decisions. Absolutely do not waste your time with them.

I took 2 disputes with 2 separate power companies to the EO.

One is now resolved, thanks largely to the Ombudsman intervention.
I am now waiting to see what happens with the 2nd.

I'm happy with the EO team nevertheless. It's good to have someone looking out for you.

They literally funded by energy companies and they no where near impartial . They talk to the companies behind closed doors and records NOT the portal . waste of time

We have been trying to resolve a complaint with Utility Warehouse since 2024 to no avail. The ombudsman was easy to deal with and the decision was fair to both sides. They did a good job for us.

The agent explained the process very well and was very clear on explaining the decision. I found it very easy to upload evidence to the website. I found the experience very uplifting after weeks of struggling to get the supplier to communicate.

Overall, my experience with the Energy Ombudsman was positive.

The website is generally excellent. There are no frustrating timeouts just when you have written everything, and there is plenty of opportunity to upload evidence, as much as you want really. This was particularly useful in my case because I had a considerable amount of supporting information.

There are a couple of details that could be explained better. For example, I did not notice that I had an opportunity to comment on the energy company's own evidence. Fortunately, I didn't need to comment on it.

There was also one aspect of the process that I hadn't expected. I thought I had uploaded enough information for the decision to be made, so I was surprised when the investigator got in touch with me. I didn't mind that he did. In fact, it added a personal touch and gave me an opportunity to clarify a couple of points. I simply hadn't understood beforehand that this might be a step in the process.

The outcome itself was very fair. I made no additional comments on the decision and thanked the investigator for the time he had taken over the case.

There is inevitably some context to saying that. I uploaded a very detailed case with a large amount of supporting evidence which, in my view, strongly supported both my account of what had happened and the substance of my complaint. Had I done all of that and the decision not been favourable to me, I would have been absolutely indignant. On that basis, I can entirely understand why someone would leave a one-star review if they felt that the decision in their case did not reflect the facts.

In my case, however, the wrongs I complained about were righted in my eyes, and my overall experience of the Energy Ombudsman was a positive one.

I found my case manager Chris H, so helpful. He listened well, and patiently answered all my questions. He explained the role of the Ombudsman and what they objectively can do and cant do. From this conversation i decided to settle my dispute with EDF. Mainly because the Ombudsman is objective and they could not possibly quantify my anger and frustration towards EDF and their complete incompetence.

Absolutely amazing service, we have been struggling to sort some issues with our energy supplier until ombudsman Mr.Tim Bewick took it over. Rest was a history.
Thank you 😊

Early stages yet but so far Sabrina my advisor has been very helpful and l have been kept informed of the ongoing procedure. I feel confident that l will eventually receive a good result

I am extremely disappointed with my experience of the Energy Ombudsman.

I referred my complaint after experiencing a prolonged dispute with my energy supplier. I expected the Ombudsman to carefully examine the evidence and the full correspondence between myself and the supplier.

Instead, I felt that important aspects of my complaint were not properly addressed and that the underlying issues were not examined with the level of detail I expected from an independent dispute-resolution service.

My concern is not simply that I disagreed with the outcome. It is that I felt that relevant evidence and points raised during the complaint process were not given sufficient consideration.

After spending considerable time documenting my position and providing supporting evidence, I was left feeling that the process had not adequately addressed the substance of my complaint.

An independent dispute-resolution service should give consumers confidence that their evidence has been properly considered and that the reasoning behind the decision is transparent and comprehensive.

Unfortunately, that was not my experience.

I hope the Energy Ombudsman reviews how complaints involving substantial documentary evidence are assessed, because consumers need to have confidence that their cases are being examined thoroughly and independently.

Kept me updated regularly and explained the process clearly

The Energy Ombudsman dealt competently with my complaint about Eon Next until I raised the problem of the Ombudsman Tariff. Eon had charged me nearly £500 for complaining about them. This put the Ombudsman in a tailspin, her evasions contradictions and denials were embarrassing.

The energy ombudsman help me get a problem sorted out satisfactory in 2 hours which I had been trying to sort for over 3 months on my own would highly recommend this company the process was so easy with the help from their very knowledgeable staff

My only regret is not filing a dispute as soon as we received our eight week letter from EDF. Instead, I foolishly believed that it would take a long time and that EDF were trying to resolve our issues. Four months of excuses, non-responses and "system issues" from their Customer Service team later I finally contacted Ofgem. The issues miraculously solved during the two week "early resolution" period.

All very straightforward and more or less easily done. Dean my investigator was excellent explained everything and especially the outcome.