new domestic energy ombudsman

fatlad1971

Not sure if this is a repost

Link for the organization who have taken over from energy watch

http://www.consumerfocus.org.uk/en/content/cms/home/home.aspx

npower-victim_3

fatlad1971 wrote: »

Not sure if this is a repost

Link for the organization who have taken over from energy watch

http://www.consumerfocus.org.uk/en/content/cms/home/home.aspx

Actually, if it's a billing complaint, then the new ombudsman is the err... Energy Ombudsman (Consumer Focus don't do complaints, just "campaigning", apparently).

http://www.energy-ombudsman.org.uk/

Premier_2

To clarify:

Energywatch was an independant watchdog whose mission was to to get the best deal they could for energy consumers. In that role they ocould give advice to consumers and even take on complaints on behalf of the consumer. However they could only reach a resolution by talking with the suppliers.

When Energywatch was effectively disbanded (or merged with postwatch if you want the official view), it's roles were split into two different areas.

Consumer Focus - this organisation pushes for a fairer deal for energy consumers in general, but does not get involved in specific customer complaints, unless such a complaint is in the interest of the wider customer base.

Consumer Direct - this is the organisation that will now give advice to consumers about specific complaints a customer may have against their energy supplier


The Energy Ombudsman was set up back in 2006 and so was in existence during the time energywatch existed. The Energy Ombudsman still exists and it's role has not really changed as far as I can see. They are funded by their members, i.e the suppliers. They will only investigate a customers complaint if it has reached impasse. i.e. it has gone through the suppliers own internal complaint system and the supplier has issued a deadlock letter, or 2 months have passed since the customer originally filed the complaint (this used to be 3 months). As an ombudsman, they can decide on an outcome of the complaint and their members will abide by that decision. They can also impose fines on the suppliers if deemed appropriate. Energywatch had no such power as a watchdog.

snudge

Consumer direct are utterly useless. I had a complaint with Energywatch when they closed but case was abondoned. Rang CD who do not deal with complaints but will give complaints procedure for your supplier. Energy watch were a pain to suppliers so govt. have closed it down.

stewie_griffin

snudge wrote: »

Consumer direct are utterly useless. I had a complaint with Energywatch when they closed but case was abondoned. Rang CD who do not deal with complaints but will give complaints procedure for your supplier. Energy watch were a pain to suppliers so govt. have closed it down.

Energywatch are still dealing with historic complaints so if they are no longer dealing with your case then the must have been happy with the resolution put forward by your supplier. CD can and do raise complaints on behalf of consumers, they will initially put you through to what they believe to be the relevant department at your supplier. If you are unhappy with this and go back to them then they will raise a written complaint with your supplier which will be picked up by the complaints department. This second part is very similar to how energywatch used to work.