Energy Ombudsman Avaliações 

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

Has not in any way addressed the ongoing problems, just a acknowledgement that the person who calls himself a coach has passed on my complaint to the same person that is supposed to be dealing with it since February last on behalf of the Energy Ombudsman. Scottish Power have also not very simply dealt with a very solvable problem ongoing since October 24.

Reference/Case Number: EG057308-26

I am formally rejecting the investigator's findings and position on this case.
To claim there is "no remedy" based on an electricity usage metric while ignoring the wider context of this crisis—and then attempting to police how I budget my household finances or prioritize my essential communication lines—is entirely unjust. It is clear to me, as it is to countless other consumers sharing their experiences on platforms like Trustpilot, that this process leans heavily toward protecting the supplier rather than protecting struggling consumers.
When households are being squeezed by exorbitant bills and corporate greed during a relentless cost-of-living crisis, being told to accept an unfair assessment is unacceptable. Because of this flawed outcome, I will be escalating this matter further outside of this process, and this case—along with how it has been handled—will also be shared publicly on Trustpilot to highlight these systemic issues.
Regards,
Jay Powell

By the way this will be shared on trust pilot and Google reviews energy ombudsman.

Let people know don’t bother taking your greedy energy company to ombudsman, take them to small claims courts as all ombudsman are completely biased.

Process so far has been good. Just at the stage of submitting evidence. Good to have a personal contact to call if necessary.

The ombudsman is an excellent service if you feel you are getting nowhere with the company with which you have a complaint. I was struggling to get a refund from Scottish Power after mistakenly paying a back payment for a utilities bill which had wrongly connected my address to a meter in a neighbouring property. SP had not been supplying my property. I immediately called SP and registered a complaint. While SP agreed that I shouldn't have been billed they seemed unable to refund my payment after three attempts. After eight weeks I registered my complaint with the energy ombudsman. A few weeks later my complaint case was settled and I received a full refund, additional payment and an apology letter. I was very pleased with the energy ombudsman experience -definitely worth the extra effort.

I approached the Energy Ombudsman as a last resort after exhausting every avenue available to me. I am a vulnerable customer and spent months trying to resolve matters directly with Scottish Power before seeking independent help.

Before escalating my complaint, I had already applied for Scottish Power’s Hardship Fund, explored Fuel Direct payments through the Department for Work and Pensions, and repeatedly tried to agree an affordable repayment arrangement. I engaged with Scottish Power on numerous occasions, providing my financial circumstances and explaining what I could realistically afford. My proposals were repeatedly declined, and I was left with no sustainable solution. It was these failed attempts, and the way I was treated throughout the process, that led me to ask the Energy Ombudsman to investigate.

During the investigation, Scottish Power referred my account to debt collection on two separate occasions while my complaint was still being investigated by the Ombudsman. This caused significant additional stress and further demonstrated that the relationship between myself and Scottish Power had completely broken down.

The Ombudsman ultimately found there had been multiple failings by Scottish Power, including in the way they had treated me as a vulnerable customer, and awarded compensation to recognise those failings. However, despite acknowledging that Scottish Power’s handling of my case had fallen below the expected standard, the proposed remedy was for me to return to the same company and repeat many of the very processes that had already failed.

I found this extremely difficult to understand. The Ombudsman was aware that I had already applied for assistance, including the Hardship Fund and affordable repayment arrangements, and that these had been refused. They were also aware that I had explained the proposed payment amounts would leave me in significant financial hardship. Despite this, I was effectively directed back into the same system, with no safeguards in place to prevent the same outcome from happening again.

If an investigation concludes that a supplier has repeatedly failed a vulnerable customer, it is difficult to understand why the resolution is to send that customer back through the same process that gave rise to the complaint in the first place, without any independent oversight or protection.

I was also disappointed with the complaints process itself. When I wanted to challenge the proposed outcome, I did not feel there was a genuinely independent review available. My challenge remained with the same case handler who had investigated my complaint, and I felt my concerns about the investigation itself were not independently considered. I was also left feeling that the scope of what I could challenge was being directed, rather than allowing me to raise all of the concerns I believed were relevant.

Perhaps most concerning is that I could not find a clear, independent process for customers who believe their case has not been handled fairly by their case handler. An Ombudsman exists to provide an impartial review, but there should also be an independent safeguard where a customer believes the investigation itself has fallen short.

This process took months, caused considerable stress, and left me feeling no further forward. I expected an independent organisation to provide a practical resolution that reflected both the acknowledged failings and my vulnerability. Instead, I was awarded compensation for Scottish Power’s treatment of me, while simultaneously being directed back into the very system that had already failed me, with no meaningful safeguards to prevent history repeating itself.

For an organisation whose role is to resolve disputes fairly and independently, I left feeling that the process itself lacked the independent oversight and protections that customers should reasonably

Extremely dangerous organisation. Had to write to Secretary of State regarding this organisation making dangerous decisions that cut across legal, active and lawful commercial leases and then claim they are not legally trained, very good for scammers, not good for innocent people

Good and quick decision

The energy ombudsman have been extremely useless in the cases I raised about my energy suppliers. The recent was with Utility warehouse charging me almost £1,000 for a 2 month supply period, considering I work full time. The case worker, PG was utterly useless and didn’t acknowledge even when I pointed the energy supplier used estimated reading but he also used estimated reading. It was a complete waste of time and energy considering I’m living with disabilities.

A terrible service. Repeatedly ignored when I tried to contact my case worker. The information they used was factually incorrect and I made numerous attempts to discuss this and was repeatedly ignored. I was always polite and did not deserve this treatment. I went to the ombudsman for support and justice and found that it made a bad situation worse because of the treatment I received and the lack of communication. They even diverted my number to voice mail and I had to borrow someone else’s phone to actually get through to someone. I have to stress that I am a polite person and I just wished to speak to them. I subsequently sent 2 emails to the service which were both ignored. I wish I had not spent the time I did trying to get a resolution from the energy ombudsman. I took time off work to put everything together and now I wish I had put the time and money into seeing a lawyer. Unless your case is very straight forward I would not recommend the energy ombudsman at all because there is no attention to detail if the case is complicated (this was in relation to the electricity for a warehouse where we had rented a small box room for storage and were billed for the entire warehouse for years which came to us completely out of the blue by email one day many years later-we had a storage rental agreement which did not say we were responsible for utilities. they had already tried to bill other people over a number of years so it was not particularly straightforward).
I really needed to understand why the electric company were allowed to keep supplying electricity for all those years if no one was paying a bill and why it was not cut off. We did not go to the property often as we only kept a few unused items there and probably only ever switched a light on a few times for a few minutes in all those years. Other people had workshops there and actively used the warehouse. We are now paying for the electricity for all of those people via a debt collection agency because the ombudsman said that it did not matter that we only had a storage rental agreement that did not say we were responsible for electricity. They also said that the back billing rule does not apply. I’ve never been able to understand this. The ombudsman did not bother to reply to my phone calls or my emails. I don’t personally feel that this service is fit for purpose.

Amy Shakeshaft who dealt with our case was very thorough and found in our favour. Octopus however are totally ignoring the decision and have not adjusted the bill or given the £250 compensation. They constantly harass me and insisted I go through Paylink but until they adjust the bill, I do not know how much I owe. I know why they want me to go through Paylink its so I am locked in to their payments. I will keep on paying what I normally pay each month by debit card till they adjust the bill. I believe they have till the 15th Aug to adjust the bill. Octopus have been totally negligent and claiming we haven't sent any meter readings in, which we did and I even complained that the readings were not on the bills but I was fobbed off, saying it was a glitch. They now want us to have a smart meter put in but after the horror stories I have heard I do not want one. If you have a smart meter you are locked into whatever payments they want you to pay and if you do not pay what they want they will cut you off, remotely through the smart meter. They want to hold you to ransom. I know I will have to have one but not until they adjust the bill and we come to an agreement.

I think they did a really good job in explaining the process - I did not get the outcome I should have as I could not be bothered to continue to deal with smartest energy business or whatever those clowns called themselves but that was on me not William at the Ombudsman service