Energy Bill Complaints? Now there's an ombudsmen

MSE_Martin

The new Energy Supply Ombudsman deals specifically billing and switching complaints, so if your supplier won’t resolve a dispute, there’s now somewhere to turn. It’s free to everyone who’s tried to go through their supplier and had no luck after 12 weeks.

HOW TO MAKE A COMPLAINT

Step 1: Try to resolve it with the supplier first

Before you can refer your complaint to the Energy Supply Ombudsman you need to go through the supplier’s complaints procedure.

Gather all bills and call its helpline. Keep a log of calls; see example here.

NB. For extra MoneySaving, if its number is an 0870 number, you can try and cut the cost of calling it by finding an alternative, read Say No To 0870

Step 2: Check you qualify for help

The Energy Supply Ombudsman will fight your case when either of the following happens:

You reach “deadlock” ie. get a letter from the supplier which says that it will no longer be handling your complaint and this is its final position.

Or: If after three months your supplier hasn't sorted out the problem.

Step 3: Contact the Ombudsman

The next step is to call the ombudsman on 01925 530263, it’ll then send you a complaints form to fill in. It has six weeks to sort out your dispute. Good luck!

Related article: Time to Switch! Find the cheapest Gas & Elec supplier and earn cashback

wirdy

Forum members please note that this Ombudsman service will only investigate complaints made after 1st July 2006 to your energy supplier, it is of absolutely no use to contact them about an existing complaint that hasn't been resolved.
It is requested that you must wait either three months or until you have reached 'deadlock' with your supplier. I would suggest that most complaints are considerably older than three months to reach 'deadlock' in any case.

The nice lady I spoke to at the ombudsman service today didn't comment on my remark that her office will therefore be VERY quiet for the next three months!!!

alanw888

I have an outstanding complaint with Scottish Power (SP) involving 'back billing' of a gas bill for 3 Years and despite suppying SP with complete meter readings for the period, they placed 58% of the gas usage in to the last 3 months of the bill. (ie at the latest very high gas prices) this is not to mention the 'threats' received from them to cut off supply and send people to cut of the gas, destroy our credit rating etc.

In desparation I tried the new ombubsman service but received similar information as Wirdy (above) but I was refered to Energywatch (EW), who immediately took up the case, provided me with my own case officer. Every thing was handled extremely effieciently and with plenty of advice. EW immediately contacted SP and had a 'hold' placed on our account and gave SP 14 days to 'explain/correct the billing situation.

EW are also requesting SP pay compensation.


So I would suggest that if you have an existing problem try Energy Watch.

Quote from EW web page:-

"This includes providing free and impartial advice - and even taking up your case if you feel you’re being treated unfairly by your gas or electricity supplier. Our wealth of experience means we have a genuine understanding of the issues that affect consumers and we can help you get better service or proper redress when things go wrong.

We’re a powerful voice for consumers and we use it to campaign for a better deal for households and businesses as energy consumers. Above all, we're here to help."

Web page https://www.energywatch.org.uk

or phone 08459 06 07 08

Hope this helps others with existing problems not covered by the the ombudsman service.


:T GOOD NEWS 10-07-06 :rotfl:

Just one letter from Energy Watch and its EUREKA...... and all in under a week !!!!

Scottish Power have agreed to reduce the gas bill to £637 (from my calculated total of around £940 to £1000 and theirs of £1027) and given 3 years (yes Three Years to pay it back).

That has got to be a result.............

Well Done ENERGYWATCH
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