Energy Ombudsman - Warrington

Tony Littler

I have had a case ongoing for over a year, I raised the case through the Ombudsman and had some positive conversations with the case handler and made some early progress. However, over tge past three months my case handler has not responded to any emails or calls in over 3 months. I called to try to speak to his manager but apparently he has left so feel I am left in limbo. I thought by going to the Ombudsman would resolve my issues but this service has only doubled the stress to try and resolve.

Paige Bateman

Sad to see all the poor reviews.
We had an issue with our provider charging us full prices (even though we had an off peak EV tariff - basically we haven’t been getting an off peak rate for 6 months)

Was sorted fairly and quickly. - happy with the result

John Griffiths

Perhaps I was just lucky but I have nothing but praise for the service I received from the Energy Ombudswoman who was my case worker. Octopus were claiming they could read my supposed smart gas meter for around a year but every bill was estimated unless I read it. Then the display on the meter failed but they said don't worry, they could read it and I didn't need to be able to check it. I contacted the EO in November and between us we proved they could not read the meter. A quick decision was made, a little compensation paid, and they were ordered to apologise and replace the meter. I now have a date for replacement and have every confidence the EO will follow this up until all the remedies are completed. It takes a while to get the evidence and I know I'm fortunate in having the time but certainly worth involving them.

Alex Graham

AVOID AT ALL COSTS. A service funded by energy companies in the best interests of the energy companies. You WILL NOT receive fair treatment or compromise as they get a fee from the supplier, so if you have an offer from the energy company either reluctantly take it or negotiate directly as the offer will be taken away to pay for the ombudsman fee, therefore making your situation worse. My case handler reeled off an endless list of wrong-doings by the energy supplier but refused to make the hand which feeds them accountable in anyway. I’m left to deal with the cost, stress and time their mistakes and failure to communicate has caused. AVOID THIS SERVICE AT ALL COSTS - THE REVIEWS SPEAK FOR THEMSELVES.

S J

Mixed bag. The Energy Ombudsman was useful to me in the sense that submitting a case forced my energy supplier to actually engage with my problem in a serious manner. Without the option of the Ombudsman, my issues would have remained at a complete standstill.

The process of submitting a case, providing evidence & communicating with the Energy Ombudsman is simple - and I found that the liaisons are generally quite responsive.

From there, your experience with the Ombudsman will largely depend on which liaison is assigned to your case. My first liaison did not completely understand the details of my complaint, and ruled in a way which did not address the problem. Despite my offering of explanations and evidence as to why the remedies did not address the complaint, I felt like this liaison simply could not be bothered to address the case with the care required.

However, my second liaison, in a follow up case, acknowledged that the remedies within the original case were not appropriate - and from there, my second liaison was able to progress matters in a way which did eventually progress my complaint.

Anita Krishnan

Dealing with this organisation has been an utter complete waste of my time. I raised a complaint with BG in April 2024 over inaccurate billing, appalling customer service, and sheer incompetence. The experience was so stressful and frustrating that I had no choice but to escalate it to the Ombudsman.

BG eventually offered me compensation during the summer 2024, but the caseworker handling my case went on leave without warning and completely ignored my emails, despite my timely responses. No one else would step in to assist, leaving me in limbo for months. After repeatedly chasing for updates, I discovered—on my own—that the case had been closed.

This is when I decided I would raise it with the Ombudsman who offered the same compensation. Again similar situation where no email was received until I rang and then get told that the email was sent and the case gets closed. After chasing a few times I tried to appeal, I was ignored and upon calling, I was told the caseworker “never received” my email, and my appeal would not be considered. With no other options, I was forced to accept an inadequate offer. The Ombudsman claimed both a letter and email had been sent, but this is categorically false as I didn’t receive anything!

It is glaringly obvious that this organisation acts in the interests of big companies like BG rather than providing fair, impartial resolutions. I have endured eight months of relentless stress and anxiety because of BGs incompetence and I hoped for the Ombudsman to be fair and impartial but they too failed to deliver justice. This is beyond unacceptable.

j c

As per most other reviews, there is no point to this Ombudsman.
You basically do all the work anyway, submitting your complaint and evidence. They then just forward it to, or advise the supplier. They do not do any work on your behalf.
I too, have put up with deceit and false bills from my energy supplier and have been through a stressful time.
I thought the Ombudsman was supposed to assist the consumer, instead they sided with the supplier at the end. Even though the supplier falsely billed against Ofgem rules.
Do not waste your time.
The review from G.H is exactly how it is.

J Kermit

Complaint with Energy Supplier BGas went on for months where they kept failing to produce a correct bill for an elderly family member’s new home. Sent photos of meter readings & hours of phone calls but still received bills £600 overcharges. BG only decided to acknowledge complaint after 2months+ & provided Ref no. Then I contacted Energy Ombudsman, who only acted on my complaint issues from date of Ref no & not before (Although obviously issues happen before a complaint is made!). The Caseworker decided on a good will payment which I tried to challenge but was told I couldn’t as there wasn’t any errors in what she’d decided. A ‘Manager’ wouldn’t even review the case & just kept repeating “I’m satisfied” at just 9am in the morning after I requested a challenge at midnight! It then turned out the Caseworker hadn’t read my full complaint but only my response to BGas’ statement & so that’s why the decision lacked requirements & payment. Another Caseworker agreed with me that she hadn’t looked at the whole case & should review her decision, but then retracted when she realised my Caseworker was a colleague she liked. I haven’t even accepted the decision, but It reads I have.