Review Time
Whilst appreciating the Energy Ombudsman's impartiality I was left frustrated by their strictly Evidence based framework. The energy company could provide facts & figures more easily than I could but none of the systemic confusion was addressed. I found Business Debtline to be equally impartial but far more constructive & supportive.
I am perplexed with the energy ombudsmans responses and decisions I have an open case with BG as we speak i have been complaining to BG since sept 25 with incorrect tarriff and billing, it appears to me that the lady im dealing with( lucie B) wants to close this case without checking the fine detail on my bills and tariff charges, a bill was issued this morning from BG that is still incorrect, yet the ombudsman wants to close this case?? Furthermore BG failed and are still failing to comply with the ombudsman decisions ,even after an escalation priority?? I had to make a further complaint to BG and open a new case..(which appears to be fruitful). So what's the point of engaging with the ombudsman?? When they cant check the fine detail of people's bills and tariffs which is the basis of my complaint??..and appears eager to close cases that are still wide open!?.. beggars belief.pointless ,fruitless and damn frustrating.
I am writing to express my dissatisfaction with the experience I had throughout the Ombudsman process.
The main concern I raised in my complaint was not properly considered, and I feel that the decision largely reflected the supplier’s points rather than addressing my concerns fairly. Initially, I believed the Ombudsman would provide an independent and balanced review. However, based on the outcome, I feel disappointed and disheartened.
The process has caused me a significant loss of time, energy, and confidence. At this stage, I no longer have the capacity to continue pursuing the matter further, and therefore I have decided to accept the decision.
So far somewhat confusing for me and also without warning a change of case handler !!! So here we go again and I hope this "new" handler can bring about a resolution, apparently after getting my PC fixed !
The investigation took months but only gave me 2 days to respond (over Christmas) and while overseas! The outcome supported the company. There was a lot of evidence to show what a mess the company had made of my account. It seems to me that they are biased towards the company.
The Ombudsman is currently reviewing my complaint regarding charges for gas used at two separate addresses: my own and a neighboring property. Despite the lengthy 10-month wait, the company has yet to resolve the issue. My case is still in the initial stages, but the Ombudsman maintains communication in a very efficient, courteous, and friendly way. Thank you!
The quick response yielded results in just a week after several months of anxiety caused by the energy provider claiming I owed £1700 due to a faulty meter. Ultimately, I received compensation after filing my complaint. I highly recommend reaching out to the oversight organization if you encounter issues with an energy provider.
I want to express my gratitude for the Ombudsman team, especially for the representative who assisted me throughout my complaint. I faced persistent issues with inaccurate energy bills from a provider and an incorrect default on my credit file. The Ombudsman addressed my case thoroughly and justly, implementing suitable solutions. Consequently, my bills were rectified, the default was removed, a formal apology was issued, and a goodwill gesture of £150 was provided. The representative was incredibly helpful, professional, and supportive throughout the entire process. She kept me updated at every step, clarified everything, and ensured the issue was resolved correctly. Her commitment and determination made a challenging situation much more manageable. I am very thankful for the Ombudsman’s assistance and the representative’s outstanding support. I would wholeheartedly recommend their service to anyone encountering similar problems.
Severe Issues & Neglect – Ombudsman Overlooked Clear Evidence of Erroneous Billing This has been my most distressing experience with an energy provider and the Ombudsman. My case involved impossible billing, procedural errors, and intimidation, yet the Ombudsman dismissed my complaint despite overwhelming evidence. 1. A bill reflecting 1,931,210 kWh (£578,904.86) Yes — over 1.9 million kWh, which is the equivalent of over 700 homes.
The Ombudsman acknowledged this was “misleading” yet maintained that the billing was acceptable. 2. A £4,160 electricity bill for a low-usage 3-bedroom home My household typically uses around £600 annually, as I work five days a week and the house is mostly unoccupied. The Ombudsman disregarded this and relied on inaccurate data evidently tampered with by the supplier. 3. The Ombudsman confused gas and electricity data Even though my complaint was solely about electricity, the Ombudsman continually referred to “energy” usage and repeated factual inaccuracies. 4. Significant procedural failure – overlooked appeal The Ombudsman acknowledged that a manager left their position and my appeal was never assessed, violating the 14-day appeal timeframe.
They then reiterated the same incorrect conclusions regardless. 5. The supplier pursued debt collection during the investigation Even while the Ombudsman was addressing severe billing discrepancies, the supplier: engaged a debt collection agency threatened a home visit threatened damage to my credit record ignored vulnerability information The Ombudsman stated they “cannot” request the supplier to halt collections — leaving consumers unprotected. 6. Consequence: breakdown and forced relocation Due to the stress and harassment, I experienced a severe breakdown and had to vacate the property.
Despite this, the supplier continued to exert pressure and the Ombudsman offered no protection. 7. Regulatory body claims they cannot intervene This reveals a significant risk: Supplier incorrect Ombudsman incorrect Regulatory body unable to intervene Consumer left unprotected Public advisory If you approach the Energy Ombudsman expecting fairness, proceed with caution.
They echoed the supplier’s narrative, ignored impossible figures, dismissed evidence, and failed to adhere to their own procedures. A redress system that cannot identify a £578,000 billing error is failing to protect consumers. If you are facing a similar situation, do NOT depend solely on the Ombudsman — consider taking your case to the media or legal avenues.
The Ombudsman effectively addressed a long-standing problem for me, relieving my stress. If you're struggling with your energy provider, I highly recommend contacting the ombudsman; they were a great help to me and can assist you as well.
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