N Power Compensation

chanz4

" I pointed out that didn't even cover the compensation for knowingly leaving me without gas for 5 days and their responce was that they offered to have engineer come out and reset the meter. I'd already explained i was working on the Friday & Saturday, couldn't arrange a day off but would be home for 6pm if they could come then but they replied that the engineers don't work that late?!?!?"


So if the gas was that important to you, couldnt you of had somone else there? This point will go against you

Terrylw1

They can't apply a GSOS payment to a PPM unless you asked for it, it should be a cheque. That's a mistake but not a massive issue.

Jonny1275

Thanks for all the advice. Had a bit of a break through last week, I sent my complaint to the energy ombudsman and copied N Powers head of complaints into the email. The head of operations came back to me on friday and forwarded the final resolution letter, i repiled pointing out several faults in their findings, and then she came back to me on friday night and made an increased offer. They were still only offering to pay £50 for the 5 days i was without gas and said that i'd turned down the offer of an emergency engineer visiting. I explained that i could not get the time off work to be at home on the day they could visit, but that i said i'd offered to be home for 6pm. I also went through their standards of service and documented where they gone wrong. One of the sticking points is the £230 goodwill gesture one of their managers paid me following the third failed gas appointment. After the engineer had failed to attend i called n power and basically kicked off, it was the third morning i'd taken off work unpaid and to say i wasn't happy was an understatement. After pointing out to one of the managers i'd lost over £230 in wages taking the 3 mornings off when the engineer had failed to attend, and that i'd now sought advice from the energy ombudsman she phoned back and said she was going to send a goodwill payment of £230 to cover my lost wages and we agreed verbally over the phone that this was not a settlement of the complaint and merly covered my lost wages. Last week the head of operations that was reviewing my case said that this payment covered my compensation for the whole complaint including the period i was left without gas. I phoned which? legal services, a very handy number to have in this situation, and the chap advised that unless the payment came with an advisory note explaining what it was for then legally i had accepted it in the manner we had discussed in the phone conversation. I went back to n power with this information and asked if they had a copy of my call which they said in an email they do not have so legally they cannot now dictate what this payment was for. Ofgem are due to start their investigation on friday so i have said to n power i will settle the comlaint early if they adere to the resolution requests i set out in my ombudsman complaint. they are ringing me at three this afternoon with a decision so fingers crossed.

*** Information really is power :-)

undaunted

As has already been said Ofgem do not investigate customer complaints. Are you talking about the Energy Ombudsman?

I'd be surprised if Ombudsman had sorted it out by Friday too.

Unfortunately if there is no recording of the call you wont be able to prove what was said either. You still haven't said what you think you should be settling at?

Terrylw1

Well done for getting that, you really have to kick off to get loss of earnings!

In terms of phone calls, they are all recorded for training purposes. Npower may state they don't have it but why not when all calls are recorded? That sounds more like a fob off.

The payments for engineers not turning up are per Ofgem and they have to pay them. Now considering you can prove your loss of earnings figure, the fact the compensation matches that proves its a payment to cover that. Perhaps you can use some of that to dispute the fact they are trying to get rid of you.

No matter what a solicitor says, no proof, no room to push it. You can argue GSOS is on top of loss of earnings because of the fact their settlement matches, but beyond that its only a question of how far they are willing to go.

At the end of the day, they stick, you change suppliers, they don't care as its a high churn market.