Energy Ombudsman Avaliações 

Very pleased with their help

Thorough investigation by Energy Ombudsman resulted in energy company having to take action within a set timeframe. Was getting nowhere due to a cross-metering and wrongful supplier situation so pretty complex. Excellent work by handler in advising me of the procedure with all points eventually upheld in my favour. Very grateful for this service

Is senior in years, not very good at technology, so was out of my depth with trying to complete the on line documentation. Fear Not! A conversation with the appointed case manager solved all that. After many months of trying to get a problem solved it was sorted within 24hours of the Ombudsman contacting my energy Provider. I cannot praise them enough. Thank you very much Rachel Hackney for your understanding and kindness.

We had a cross meter issue where we were paying for our neighbor's meter. Despite informing British Gas right at the start and calling and writing multiple times they did not do anything for 12 weeks. That's when we reached out to the Energy Ombudsman. They(especially George) were very responsive and understanding. They reached out to British Gas promptly and resolved the issue. We are yet to receive our refund, but British Gas accepted their mistake, issued an apology and credited our account with the extra amount that we paid and added a 200 pound goodwill amount as per instructions of the ombudsman.

What used to be a fair and impartial mediation service has descended into a corrupt dirty quango making excuses and gaslighting on behalf of energy companies who can now do as they like. Unlike all the other energy companies soft searches, E.On did a hard search on me and destroyed my credit score but the ombudsman started lying and making excuses for them and was more rude and abusIve to me than the energy company was. I hope Reform or Restore political parties sack all the new woke DEI staff or just shut the corrupt wronguns down. Utter garbage quango now and patently racist and evil.

Every single monthly bill sent to us by Utilita (going back for more than 3 years) was incorrect. This happened when they changed from quarterly to monthly billing. Bills showed I was in credit instead of debit therefore I used energy credit I didn't have. The error (debt) occurred more than 3 years ago. When I moved to another supplier, I was send a final bill with a credit figure of over £200. Then Utilita noticed their error from more than 3 years ago so they sent me a revised final bill with a debit amount. Contacted the Ombudsman who, amazingly, sided with Utilita! I had to quickly find money to pay this debt - a situation all the fault of Utilita. Will never bother with the Ombudsman again. Wasted so much time communicating with them for nothing!

Completely rigged in favour of the energy suppliers.

The energy company have over two weeks to provide their evidence and I was then given just four days to responde... I have a full time job and the energy company has a team dedicated to fighting complaints.

Absolute joke, no choice to accept as time frames make it impossible to challenge.

My case handler didn't do a good job, didn't read my complaint clearly, when I point it out after I had my four days, it was clear there was evidence that had been missed and the handler didn't understand my complaint.

I had an awful experience with OVO Energy who mismanaged my account by ending and re-starting my fixed price account (at a new slightly lower price when the government price cap reduced). I am a 72 year old pensioner on a tight budget. I explained to OVO who recorded that I am recovering from major cancer surgery. Although OVO recorded that I was added to their vulnerable customer list, this seemed to have no influence on how they perceived their service was affecting me in any of the many conversations I had with OVO staff. I was suffering serious stress and anxiety because the price cap was predicted to be re-increased two months later. I suspected I would eventually be left with much greater energy costs as the fixed price contract had been violated once unilaterally by OVO and that would give precedence for my contract to be violated again and again. OVO would not listen nor take any action stating their internal procedure required the contract to end and re-start. Six weeks following OVO’s advice that my contract had ended and then re-stated I was still trying to explain to OVO that they should not unilaterally end and re-start a contract on new terms. The reason they did not recognise this as poor practice was that at this stage the changes were in my favour. After six weeks of fruitless discussions OVO sent me a ‘deadlock letter’ I sent this letter and a lot of evidence to the ombudsman who forced OVO to properly compensate me. I am very grateful for the help I received from the ombudsman in resolving this. The contract price was not subsequently increased by OVO. This was a huge relief. However OVO Energy never once recognised nor accepted that my age, my limited pension budget, my unfortunate health issues combined with their reckless treatment of my contract with them would cause unusual stress and anxiety for me. Their ultimate apology letter 3 months after this saga started merely described my situation as inconvenient and referred to my frustration. Empathy with my circumstances was hardly recognised by OVO. At this final stage I did not posess the energy nor enthusiasm to ask for a more appropriately worded apology.

Mr Robert Marks Smith provided an exceptional level of service throughout my case. I was kept fully updated at every stage, and his communication was consistently polite, clear, and professional.

I felt that Mr Marks Smith listened only to the facts and approached the matter with complete fairness. He carefully reviewed a large amount of evidence and worked hard to reach a resolution that was balanced for both sides, and he achieved exactly that.

His professionalism was of the highest standard. He was efficient, respectful, and genuinely committed to finding a fair outcome. I truly appreciate the time, effort, and integrity he brought to my case.

I am very grateful for his support and would confidently give him the highest rating.
EG068262-26 Case reference

We had an electricity supplier issue and they were simply unreachable- uncommunicative, whilst we were out of pocket by a few hundred pounds due to their incorrect actions. The process of complaining to your supplier often leads to them issuing a standard letter offering a resolution through the ombudsman. Do not be afraid to take this step! They are excellent at drilling into your issue and reaching a resolution. Our resolution was quickly achieved, and very fair.its an Excellent impartial service.

Honestly after an already exasperating experience with Scottish Power, it has only been made more infuriating by the lack of help by the Ombudsman. The biggest failures and issues have not been addressed or resolved after the case has been automatically closed! Despite wanting to dispute my case findings, I was advised not to by my case handler, after my reply/objections were sent, she went on holiday and did not reply to my response on her return and my case was automatically closed! Now no one will reply to my emails?!

We had an ongoing issue with Ovo related to smart meter failures and difficulties in getting them rectified. After several months of delays, we contacted the Energy Ombudsman. The whole process was very effective. The online process for submitting our complaint was easy, and we had excellent support from a dedicated individual. They proactively followed up at each stage until we reached a solution with Ovo. They made a compensation recommendation, which Ovo agreed to. I can't fault the support we had.

If you're not sure about making a complaint, please go ahead. I was very glad I did. Astonishingly quick and easy to contact, speak with a knowledgeable and decent human being. Caseworker had excellent knowledge and experience. I felt listened to and understood. Complaint dealt with and I felt supported throughout. Complaint was made not only on my own behalf, but also because I would not want anyone vulnerable dealing with the service I received from the energy company involved, particularly with so many struggling with the cost of living and needing to deal with unscrupulous energy companies. Case concluded on approximate date shown below, August, 2026. The more of us who do so,the more these companies can be held to account and improve their services.

Heavily biased towards their paymasters. Staff were polite and responded to my questions, but a key part of my case was the numerous hard sell phone calls received by my employee, promising the world. Which when I requested copies of all calls I was told by the energy supplier, they could not supply any of them as only used for training . However they managed to submit one of the calls, that aided their defence, as part of their evidence. When I pointed out this to the Ombudsman, she advised she could do nothing, so effectively making a decision without all the facts. Hardly a fair way to make a ruling

Totally biased in favour of the supplier. Our smart meter with Scottish Power was recording incorrectly - running up huge bills on an empty house. They declined month after month to take any action and never responded to our complaint. The ombudsman found in our favour on both the overcharging and the poor customer service but only awarded a remedy for the poor service. So Scottish Power got away with over a thousand pounds of fictional charging. The ombudsman’s judgement was semi-literate and irrational and the conversations I had with them were the same. The finding was just perverse and did not align with the facts - I can only conclude that they are biased for providers.

Very disappointed with all aspects of the investigation. The problem with the billing process that I was complaining about I has still not been resolved yet the case is considered closed

This was my first experience of using the Energy Ombudsman and, looking back, I only wish I had used the service sooner.
My dispute had been ongoing for several months and had become very stressful before I finally decided to refer it to the Energy Ombudsman.
Like many people, I felt I was trying to resolve a dispute with a large company on my own and wasn’t sure where to turn.
Once I opened my case, I found the process straightforward and easy to follow.
Being able to upload my emails, bills and supporting evidence in one place made it much easier to present my case clearly.
I also found it reassuring that everything was kept together within my case, making it easy to keep track of the progress and all the correspondence.
I was assigned to Chris, who took the time to explain the process clearly and answered all of my questions.
Although he remained completely impartial throughout, he explained what information and evidence would be most relevant to my case.
He suggested additional factual evidence that I hadn’t thought about, including obtaining my council tax records and earlier bills, which helped me present a much clearer and more complete picture of the circumstances.
That guidance gave me confidence that I had presented all of the relevant facts for my case to be considered fairly.
After speaking with Chris, I genuinely felt relieved because I understood the process and knew I had been given the best opportunity to present my evidence properly.
The service was professional, well organised and easy to use, and I would encourage anyone who has exhausted a company’s complaints process and genuinely believes they have been treated unfairly to consider using the Energy Ombudsman.
Finally, I would like to recognise Chris for his professionalism, patience and excellent communication throughout my case.
Chris is a credit to the Energy Ombudsman, and I hope his professionalism and dedication are recognised by the organisation.

Pointless being open. Tell you point blank there acting on company behalf and ingore 70% of your dispute and your evincde that is recirded calls emails and text from the supplier 90% of the time and also photo of meter meter bakance time and dates and emails from supplier stating credit balances. They of no real solution and cause wilful delays and blockades that are purposely and intended to disrupted the compalint. They ignore all process and present as much failiure as the co.laint they handle intail. Shocking. Still off suppy. No key no cards for 8 month. Missing credit and faulty meter comlany seen email staing there faulty. You jsit ingored the lot. Date time when where who what screenshot recjeded call provided. Ignored eveything. Pointless. Waste of time

Regarding the conduct of your Mr Gary ****** (Coach).
Assessment of his overdue response (EO Message GW/DW PM 31 Jul 26) as per attached annotations of his message reveals that this individual is totally unsuitable to act as a mediator. The response again indicates another individual who has not bothered to review the significant evidence and has a concerning unfamiliarity with the relevant OFGEM Directives Regulations & Standards.
Notwithstanding these fundamental flaws Mr Gary ****** (Coach) is exposed as a thoroughly disgusting character. The primary objective of his fallacious response was to introduce an defamatory commentary on my previous complaint. Mr Gary ****** (Coach) has made intemperate allegations without a shred of corroborative evidence. Mr Gary ****** (Coach) implies that a dishonest case was presented to question the veracity of the original complaint. The untruthful imputation is made by Mr Gary ****** (Coach) by the specific references to the call timings implies the publication of a deliberate lie by the plaintiff.
Who does Mr Gary ****** (Coach) think he is that he is authorised to deviate from the function of an assessor to act as an unauthorized vigilante ?
Mr Gary ****** (Coach) is clearly ignorant of the fact that dialing a telephone number does not constitute a completed call until connection at the destination handset. By his own hand he has alleged the enactment of two (2) calls were of six (6) seconds duration. Before making his baseless scandalous aspersions of dishonesty. If Mr Gary ****** (Coach) had bothered to undertake a rudimentary investigation he would have discovered that the standard landline connection time for a call through a PBX System is up to seven (7) seconds. I am infuriated that an individual employed who presents himself as an instructor in organization with the modus operandi to act as an arbitrator considers it appropriate to engage in potential libel. Further that I am compelled as an energy company customer to ultimately finance this obscene individual. These inappropriate interventions of Mr Gary ****** (Coach) regarding the alleged telephone calls amount to nothing more than crass pedantry and gross stupidity. Please be advised that in the event that Mr Gary ****** (Coach) repeats or publishes his baseless defamation it will be regarded as published libel.
Essentially the task for Mr Gary ****** (Coach) was the review of the EON Next Deadlock Dossier. The core narrative of that document was the attempt to defraud a customer. Mr Gary ****** (Coach) considers theft to be poor customer service. Mr Gary ****** (Coach) has diverged from the core task on his own volition. The primary objective of the response of Mr Gary ****** (Coach) was totally irrelevant to the original complaint. The purpose of the divergence was to defame the plaintiff. Mr Gary ****** (Coach) is regarded as a loathsome individual devoid of a moral compass.
In spite of the specified failures Mr Gary ****** (Coach) has issued a non negotiable decision which precludes a challenge to his ineptitude. I will not tolerate his scandalous implications and gross incompetence. This matter will be escalated the Parliamentary Energy Security & Net Zero Select Committee.
This individual has impugned my character then failed to recognise the significance of the additional evidence. In the case of the latter allegation the annotations indicate he is UTTERLY CLUELESS regarding
• EON Next link which confirmed energy bills will come down for all customers from 1 April 26
• OFGEM Fixed Term Tariff Price Cap Directive 1 April 26
• OFGEM Standard Licence Conditions for the calculation of Direct Debit Mandates
• OFGEM Guaranteed Standards of Performance Delayed Payment Penalty
• EON Next Breach of Contract
plus an inability to recognise that a request made to implement an offer advised on 27 Feb 26 then rejected on 3 Mar 26 constitutes the failure by EON Next to fulfil an their obligation
The Energy Ombudsman is presented as an honest broker to protect consumers from unscrupulous suppliers. Mr Gary ****** (Coach) has utterly failed to perform that function and coerced the acceptance of a seriously flawed judgment viz. 'I am maintaining the decision on the basis that you haven’t provided any new evidence, or highlighted a significant error within the report, that makes a material difference to the outcome'
NONSENSE : The additional evidence provided irrefutable proof that the original Direct Debit Mandate would have provided a credit balance as of 30 Jun 26 viz. compliance with the Terms of the Original Contract

It was a straightforward application, and kept in communication throughout..