Energy Ombudsman Reviews 

My case hasn't been resolved yet
But if you have a dispute with your energy provider. The ombudsman definitely listens and gives you confidence that they will be impartial yet honest, trustworthy and helpful.
9/10 overall rating

The decitions failed to take into account the relevant information.
The overall care and throughness is really surface level only.
Complaint handler was dismissive and actively tried to stop me apealing or complaining.
If the eneregy company doesnt help you in any way, they just consider that a minor issue and let them carry on doing it.
Absolutely useless service.

I wanted to thank Daniel, who helped with the adjudication of my case against Sainsbury's E.On Next, who incorrectly applied a missed payment onto my account, when I had not missed any payments. This negatively impacted my credit rating and remained for approximately 6 months, despite repeated complaints and being informed three or more times that the incorrectly applied information had been removed, each following separate complaints processes.

I want to thanks Daniel for his assisstance with this matter, it was much appreciated.

I brought a clear, technical dispute to the Energy Ombudsman regarding my former supplier, Utilita, illegally charging my SMETS1 gas prepayment meter above statutory Ofgem Prepayment Price Caps over a more than a decade period.

Instead of actually doing their job and auditing the per-unit (p/kWh) meter rates and standing charges against the legal limits, the Ombudsman completely ignored what I asked them to investigate. They took the absolute path of least resistance: they asked Utilita if my final account balance was in credit/debit, ticked a box, and closed the file.

They completely failed to investigate:

The actual unit rates programmed onto my physical meter versus Ofgem price caps.

Prior management admissions from Utilita acknowledging the meter fault and promising a refund and compensation.

Corrupted meter firmware automatically consuming emergency credit before it was selected.

Utilita point-blank refusing my Subject Access Request until I was forced to lodge an Ombudsman claim.

The fact that Utilita never once physically inspected the meter during over a decade of service.

The Energy Ombudsman exists to hold energy suppliers accountable, yet they allowed Utilita to distract them with a final account balance check and ignored a systemic regulatory breach. I have lodged a formal appeal against this lazy handling. If you expect a thorough, evidence-based technical investigation from the Energy Ombudsman, do not hold your breath. The ONLY fair way to ensure an impartial investigation is for you to start the investigation from the beginning with a new case handler, failure to do so would prove 100% that you are NOT impartial and any claims to thr contrary would be no more than lies.

Energy ombudsman help me resolve a issue i had with Scottish power, after trying for months to get final bill from Scottish power with no success, I contacted Ombudsman who got Scottish power to agree a solution that suited both parties in a short space of time.
Don't know why Scottish power could not have done this earlier.
Would recommend using Energy ombudsman if you have any issues with your supplier.
First class service & easy to follow.

I'll preface this with the fact that this is my third time taking matters to the ombudsman, and it is my third time with a finding in my favour. I am not a stranger to their processes.

I took a complaint against Cadent Gas to the Energy Ombudsman after Cadent’s mains replacement works damaged my driveway in April 2026. The staff I dealt with were polite and responsive, and the Ombudsman did find that Cadent had failed in its service to me. But in my view the decision rested on a misreading of the law, and the appeal process refused to engage with it.

The test the Ombudsman used. The decision relied on regulation 8(4)(a) of the Gas (Standards of Performance) Regulations 2005. It asks whether a drive has been repaired so it is “reasonably fit” for the access it was used for before the works. On that basis, the Ombudsman concluded that my driveway was usable, so no remedial work was needed.

Regulation 8(4) opens with the words “for the purposes of paragraph (2)”. Paragraph (2) is about the fixed guaranteed-standards payments a gas transporter owes if it doesn’t finish reinstatement on time. In other words, 8(4) only tells you when that payment clock stops. It isn’t the standard for whether damage has been properly put right. That duty sits in the Gas Act 1986, which requires a gas transporter to make compensation for any damage done in carrying out its works. “Can you still drive on it?” and “has the damage been made good?” are very different questions. A brick weave relaid in the wrong pattern passes the first and fails the second.

Half the regulation was left out. Even on its own terms, regulation 8(4) has a second limb, (b). It requires other parts of the premises to be reinstated to a reasonable standard, with reasonable care and skill, having regard to their condition before the works. The decision quoted limb (a) and didn’t address (b) at all.

In August I submitted video and photographs of the defective grid installation, my own repairs, and the mismatched brick weave. The Ombudsman confirmed in writing that this had been added to my case file. The decision made no finding on the brick weave or on reimbursing my repair costs. It simply said the £500 Cadent had offered back in June covered “all shortfalls in service”. That £500 was calculated before the grid defects were reported or the brick weave problem was identified.

I appealed on these points. The appeal was (incorrectly) refused on the basis that disagreeing with the outcome isn’t grounds for a review. I did not disagree with the outcome, I wanted to fix the factual errors in the outcome document and the misapplication of the law. None of the legal or evidential points were answered.

The Ombudsman is free and worth trying, and it can be effective for billing and service complaints. But if your dispute is about physical damage to your property, don’t assume it will apply the full legal standard. Read the decision carefully, check any regulation it relies on, and remember that you don’t have to accept it: declining keeps your right to go to court.

Edit: your team are refusing to answer questions and have not explained why they picked the least applicable sentence in a two sentence piece of legislation as a basis for saying Cadent don't have to repair my garden and driveway.

I found the experience supportive and helpful. I uploaded lot's of evidence against British Gas. The ombudsman found errors made by them and extremely poor customer service. Without the help of the Energy Ombudsman we would never have come to a satisfactory conclusion. I highly recommend going to them should you reach deadlock with an energy supplier.
However make sure you keep all communication so that the ombudsman can investigate thoroughly. I can't thank them enough for the work they did.

A very professional and effective service when other options have been exhausted. Full explanation of steps explained fully and very good communications.
The energy company needed this push to resolve longstanding complaints.

My case worker was professional and supportive throughout. A solution and resolution of my concern was reached quickly after months of my own attempts being dismissed by my energy supplier. A great service glad they exist!

The process is simple but really a waste of time for the little people, a letter of apology from the energy company which I don’t want and the promise of £100 which never happened. I understand the ombudsman did their job but it’s a non job with little point as they just support the energy companies.

Good process for me. Energy supplier really difficult to deal with until ombudsman got involved

It was a relief to have an organisation that is fair, timely and honest on the side of a consumer that had been wronged.

Each step was explained clearly and thoroughly, ensuring I knew the responsibilities and accountabilities of each involved party.

It was also helpful to know what is expected of me.

All interaction was conducted in a person centred and respectable manner which makes all the difference.

10/10 for me. Thank you.

I had difficulty with our church energy supplier agreeing final readings. After several months trying to get it sorted I raised a complaint with the Ombudsman. The company quickly paid up.

It was a useless experience.

Upheld but the remedy is meaningless. An apology letter, a small goodwill payment and freedom to continue to ignore the issue.

I am unable to switch, I am being held hostage to the SVR. I am already losing money due to eon nexts failings, it's been nearly 8 months of this. But still eon just need to "continue to try to resolve"

I was denied very reasonable asks such as waiving an early exit fee if I signed up to eon's fixed rate (which was not even the market leader when I wanted to switch).

Ombudsman was a waste of time.

Edit: in response to the generic response below. Yes the explanation is that they cannot help.

Although I was disappointed with the Ombudsman's ruling of £150 and an apology from my energy supplier I was left with no practical choice but to accept only for the Ombudsman to fail to record my acceptance and so run out of time and close the case!!!

Had major issues with an electricity/gas company… had been going back and forth with them with no success… I spoke to the energy ombudsman, they contacted my energy supplier and within two days everything was sorted😊 very happy with their service and would highly recommend

The whole process from start to finish was excellent. My 2 year old issue was resolved to everyone's satisfaction in a short period of time. Thank you for having well trained staff and designing an excellent system and process. Particularly gratitude to Andrew Skinner for resolving my case so effectively.

We had a major Issue with British Gas,who simply would not listen to our complaint.We were pushed from handler to handler and made to repeat our complaint to every single person we spoke to.
We reached a stalemate and felt we were going nowhere, so contacted Energy Ombudsman who speedily resolved the issue and settled the complaint in our favour.Many thanks go to Beth Coleman(our case handler)who achieved a very speedy resolution to our issue.Would recommend this service to anyone 💯

Absolutely fantastic service. Stephen was handling my case for me and I'm confident, without his intervention, I would still be trying to work my way round the Utility Warehouse minefield today! I was getting nowhere with them - it took over three months to resolve something which should have been so straight forward and a massive part of that time was me trying to deal with them myself. As soon as Stephen from EO was involved, I just simply had a quick chat with him, uploaded my evidence (of which I had months and months) and he sifted through everything and then dealt directly with Utility Warehouse on my behalf. He made a stressful and complicated situation the way Utility Warehouse should have made it - straight forward and calm. Highly recommend their services, especially Stephen.

I'm extremely grateful for the support provided by the Energy Ombudsman. My complaint had been ongoing for months, and I felt I had exhausted all avenues with the supplier, OVO Energy. The Ombudsman considered the evidence fairly, communicated clearly throughout the process, and ultimately reached a balanced decision that resolved the matter. Thank you to the team, and particularly the case handler, for treating the complaint professionally and ensuring my concerns were properly heard.