Bloomin NPower!!!

stewie_griffin

ACEY wrote: »

They still want me to reach a compromise. They STILL haven't passed the complaint on to their next level so I can't involve the Ombudsman :-(

You can get the Ombudsman involved if either you fully exhaust their internal complaints process and they send you a deadlock letter or if you complaint is over 56 days old. As your's appears to fall under the latter I'd contact them ASAP to see if they'll take your case on.

http://www.energy-ombudsman.org.uk/links/10-55-contact_details.php

Frith

I am. It seems there is a higher level of complaining but the man is VERY reluctant to pass it on.

Since writing here just now, I've had a further phone call!! Now they can offer me £100 compensation and I have to pay £23 per month over 4 years. I've said I'll think about it.

Except I won't really - I want my complaint passed on and sorted out properly!

undaunted

I'd perhaps try your MP & the Ombudsman again personally. What qualifies them as "Executive" escapes me as I think their complaints team are completely useless myself.

As for expecting them to actually listen to you, you've more chance of seeing a flying pig pass your window :rotfl:

Frith

I feel a bit embarrassed about contacting my (new since May) MP as he is already battling the CSA for me!

I said I'd speak to the NPower man again on Tuesday so I'll just see if he offers me more than £100 then still ask him to pass my complaint on.

GYOB

After EIGHT WEEKS have elapsed you can opt to stop dealing with NPower at anytime and take your complaint to the Energy Ombudsman. After 8 weeks since you first complained they are supposed to inform you of this.

More than 12 weeks have passed since you posted here, so you will be more than able to take this to the Ombudsman. You must do this within 9 months of first complainnig to NPower about the issue though.

OFGEM are the industry regulator and don't deal with consumer complaints, but set the regulations by which energy companies must abide by. ANy decision by the ombudsman is binding on NPower, but not you so if you disagree with thier decision you can take it elsewhere.

Having looked at NPower's complaint's procedure it would appear that by now your complaint should have been reviwed by their Head of Customer Relations. If this has not happened I'd demaned that the matter is escalated or you will take the matter to the Energy Ombudsman.

I had included the energy ombudsman's address and a link to NPower's complaints procedure, however, the site wouldn't allow me to post them incase I was spamming

Frith

OK, the complaint has now been looked at by the Head of Customer Relations. They are offering me the chance to pay the debt off over 4 years and £150 compensation.

I have been unable to make any progress telling them it is really unlikely I actually used £3000 of energy!

Do I accept? Its £20 something a month that I don't really have. :-(

Premier_2

You were advised a month ago of your option to take the matter to the ombudsman.

Why are you even contemplating paying a company £3k when you really don't believe you owe this at all?

... or have they convinced you that you do actually owe them the money?

Frith

I don't owe them £3000 of money. And I did go to the Ombudsmas and just got sent their leaflet and was told they couldn't help.

It might be useful if you were to read the entire thread, rather than taking such a strident tone.

Premier_2

£3k or £1.2k or £960+ over 4 years; that's just detail (all of which is somewhat confusing)

I wouldn't pay them even 1p if I didn't believe I owed it.

undaunted

If you don't believe they are right then don't pay them! Their "Head of Customer Relations" is presumably just another incompetent as Npower consistently feature bottom of numerous surveys on Customer Relations / satisfaction!

Are you sure that you have correctly understood what the Ombudsman is saying / that they have understood your case correctly? Your post appears to be something they should be able to address, why do they say otherwise & what are Npower offering you compensation for if they are right & you are wrong?