Complaint Compensation Question

ThisWayUp

Hi,

I recently made a complaint to the Energy Ombudsman about poor customer service from a supplier. I switched supplier and it was about a delay (four months) in receiving a refund for the money for electricity/gas I hadn't used. I finally receved the refund a few months ago whilst the complaint was being processed by the Energy Ombudsman, but decided to go ahead with the complaint due to none of my letters being answered. The Energy Ombudsman said I was entitled to compensation.

Now, the problem is I've just (yesterday) received a cheque for the compensation _and_ the refund. The accompanying letter says the reason for the amount on the cheque. Like I've said previously, I've already received the refund a few months ago.

I doubt I can cash in the cheque -it is a substantial amount (over £600), the deadline for the compensation is tommorow, I was wondering where do I go from here? I will be contacting the Energy Ombudsman about this, but do they have the power make the company pay? Should I be getting more compensation, now that I havent received the _corrent_ amount within the 28 days?

Thanks for your time.

dmg24

You don't make much sense. How much compensation did you receive?

kjsmith7

Okay, just to check I've got this right - you had the refund, but continued your complaint to receive compensation due to the issues with the complaint, fair enough. Then you got some compensation, but they've accidentally also refunded the overpayment that you have already been reimbursed for? Contact the ombudsman, and get them to liaise with the company to send you the right cheque. It's very likely a slight error. You now want more compensation because they inadvertantly sent you the incorrect amount. Speak to the company.

Premier_2

Is this a correct summary?

You complained to the supplier and later to the ombudsman.

The ombudsman agreed you were entitled to the refund claimed (£x) plus some comensation due to the delays caused by the supplier (£y).

Whilst the ombudsman was investigating, the supplier provided you the refund. (£x)

Now the ombudsman has completed his investigation and awarded you compensation (plus the refund requested), presumably to be paid within a cetain timeframe, which expires tomorrow?

The supplier has sent you a cheque for the compenstion, but also included the amount of the refund as well again within the value (£x+y)

You don't think you should cash the cheque as includes the refunded amount (£x) already paid earlier. By not cashing the cheque you think you won't get the compensation £y) within the timeframe the ombudsman stated and so expect more compensation (£z)



If that is the case, dream on!

You need to mitigate your losses. Bank the cheque.
Then you will have (£2x+y)

If you want to be honest, contact the supplier and explain the apparent error that they have paid the refund twice and ask if and how they would like the second amount of £x returned to them.

ThisWayUp

Premier wrote: »

Is this a correct summary?

You complained to the supplier and later to the ombudsman.

The ombudsman agreed you were entitled to the refund claimed (£x) plus some comensation due to the delays caused by the supplier (£y).

Whilst the ombudsman was investigating, the supplier provided you the refund. (£x)

Now the ombudsman has completed his investigation and awarded you compensation (plus the refund requested), presumably to be paid within a cetain timeframe, which expires tomorrow?

The supplier has sent you a cheque for the compenstion, but also included the amount of the refund as well again within the value (£x+y)

You don't think you should cash the cheque as includes the refunded amount (£x) already paid earlier. By not cashing the cheque you think you won't get the compensation £y) within the timeframe the ombudsman stated and so expect more compensation (£z)



If that is the case, dream on!

You need to mitigate your losses. Bank the cheque.
Then you will have (£2x+y)

If you want to be honest, contact the supplier and explain the apparent error that they have paid the refund twice and ask if and how they would like the second amount of £x returned to them.

Sorry, I should have made it clearer, but yes, that is a correct summary. Will contact the ombudsman tommorow, just wanted to know where I stand.

Thanks.

JasX

ThisWayUp wrote: »

Sorry, I should have made it clearer, but yes, that is a correct summary. Will contact the ombudsman tommorow, just wanted to know where I stand.

Thanks.

I really wouldn't bother the ombundsman again.

Contact the company to point out the error to them, make sure its traceable AND keep a copy (recorded delivery letter or email might be even better)

cash the cheque asap.

if you're lucky they might forget about it but keep the money aside in say a savings account for a few years as if they do eventually ask for it back you'll need to pay it.

After six years, or sooner if you feel brave/can afford the risk, treat yourself to something