Energy Ombudsman compensation levels

keiran

Thanks Terrylw1. I was told that the referral fee is £375 by the call handler at EO ( Energy Ombudsman).

In response to OhReally, the "final response" of the EO was that my inconvenience had been minor and that the £20 credit Scot Power had already applied was enough.

And as with snowcat53's case, after I'd done done the work of submitting my complaint, the OE initially refused to look at the case, stating that I had "accepted " the £20 credit applied by Scot Power ..!!!....

I had put in a good deal of work in this. Although I can easily loan Scot Power the increased d/d payments until the annual review corrects them, I was taken aback by a wide variety of shoddy practices, "errors", dubious "forecast usage" etc all of which seemed to work in Scot Power's favour.....

I thought I was doing good work in highlighting these to the EO, realising that some points would fall outside its remit, but that it could forward on to Ofgem. I even believed I was being public spirited....

I discovered that it is a fight to argue with the power company, but even more of a painful fight with the EO

The response/analysis of the EO is simply facile and insubstantial. I suspect their response to me is the verbatim response supplied by the power company to them.

Any neutral person of average intelligence could have read my submission and understood and agreed with the points made. It is proof of the EO's bias and incompetence that it couldn't...

I wonder what the costs are of this useless "service" and what government dept monitors their work?

davidgmmafan

Sadly i am inclined to agree based on what i have seen on here. I have even seen some posts suggesting complaints do not go to an ombudsmen that only happens if you complain about thier decision.

I would be interested in how much this costs especially when the government got rid of consumer focus which was effective and kept ofgem which is cheap bbut a waste of time.

Terrylw1

Cheers, my figure was last year so its increased (I'm a bit of the loop this year)

I'm surprised they actually informed you of that as I can't remember seeing it advertised anywhere and I've never once heard the fee in any form of internal suppler communication.

The ombudsman is very keen to stay away from taking on issues or even doing what they are there for. If you really their TOR you will see loafs of get out clauses in there. I was surprised to see one that stated they can refuse to take a case if they believe the supplier to have provider a good solution. How on earth they can judge a case based on a one sided statement from a supplier with no follow up with the consumer?

It does seem an over complicated affair to even access this service.

In terms of who they report to, they are a member of the ombudsman scheme hence are regulated that way. Basically, no better than ERA may be regulated really.

Ofgem can always do something but by having an ombudsman, they have got to follow it through with the professional standards route.

If your complaint relates to a breach in Standard Licence Conditions (SLC) you could also report it to the Ofgem Consumer Affairs Team.

Ofgem have stated that they ask the EO to provide data to them. This is no different to how they request data from suppliers.

The thing I've often found about bodies in this industry is how their monitoring is sporadic. You don't tend to see the expected regular reports that you would expect...its seems more a "look-see" attempt.

brumboi10

I have been battling with Scottish Power since last year and have recently taken the matter to the Energy Ombudsman.

What a f@cking joke!!!
I have done all the chasing up, given evidence after evidence and I still feel like they are going to screw it up.

Don't bother expecting them to call you back when they promise... Its beyond them! Although, as I was told today they often have "system issues". This catastrophic incident that seems to hit the Ombudsman at regular intervals must be very severe. I hope the press get wind of it soon as it must be so bad as to take down their mobiles/ landlines/ email etc.

The investigating officers are very special. They don't need to read the complaint you bring them before making all kinds of judgements. These judgements obviously won't be in your favour but I guess this must be their famous " impartiality. I was quite naive in beginning...thinking that as I had been the one to bring the complaint to them, the first step to mediation would be an appolgy....how wrong I was!!!!

Despite receiving this top class service I have become strangely concerned. I wish there was somewhere to name and shame or draw public attention to the lack of support we all seem to be getting and is probably yet to come.
I came to the Ombudsman for help but now want help with the Ombudsman!!

If you value your mental health don't even bother contacting them.

Nada666

keiran wrote: »

Any neutral person of average intelligence could have read my submission and understood and agreed with the points made. It is proof of the EO's bias and incompetence that it couldn't...

You haven't provided any information that would suggest you have any case in the first place. You mentioned high estimates - hardly something that requires regulator intervention to regulate.

Nada666

(And what is more, the only complaint you mention on this forum seems to be invalid - you were £33 in debt and had your debit increased by £6.50 when there were ten months to the Spring review. So an extra £65 to pay - but as you were £33 in debt then (over ten months) £3.30 to repay the debt and £3.30 to pay for the original extra usage. So pretty much bang on.

Even if you wanted to pay it off over twelve months that would have been an increase of £5.50.

You think you deserve more than £20 compensation for a difference of £1 per month.

chanz4

Nada666 wrote: »

(And what is more, the only complaint you mention on this forum seems to be invalid - you were £33 in debt and had your debit increased by £6.50 when there were ten months to the Spring review. So an extra £65 to pay - but as you were £33 in debt then (over ten months) £3.30 to repay the debt and £3.30 to pay for the original extra usage. So pretty much bang on.

Even if you wanted to pay it off over twelve months that would have been an increase of £5.50.

You think you deserve more than £20 compensation for a difference of £1 per month.

main reason for high energy costs and lengthy time waiting for the ombudsman.

button86_2

hi.

i had a complaint open and unsolved with Npower for 550 days.

my original complaint was opened because they failed to switch over my gas supply when i moved into my new house in july 2012.(its taken until may this year to work out that British gas has been supplying me with gas since that date) i just received a bill for £1622 from them yesterday.

after nearly 2 years of being given the run around by npower with no answers and generic "were trying to resolve the issue" letters they have offered me £200 as a gesture of goodwill/compensation.

i then called for the millionth time in 2 years and the women on the phone raised that to £250.

i have declined this initial offer because i don't believe it is enough to compensate me for the amount of time iv spent corresponding with them over 2 YEARS !!!! and the stress this has caused to mine and my sisters everyday life.

iv asked them for a deadlock letter now for the 10th time in as many days. which they'v informed me there going to send me (finally)

can someone please advise me !!!!!!! if i take it to the energy ombudsmen can they award me less than Npower have offered me already (£250) ????????

i would feel like iv really shot myself in the foot if i declined there final offer and went to the EO to then be awarded less...

Bluebirdman_of_Alcathays

button86 wrote: »

hi.

i had a complaint open and unsolved with Npower for 550 days.

my original complaint was opened because they failed to switch over my gas supply when i moved into my new house in july 2012.(its taken until may this year to work out that British gas has been supplying me with gas since that date) i just received a bill for £1622 from them yesterday.

after nearly 2 years of being given the run around by npower with no answers and generic "were trying to resolve the issue" letters they have offered me £200 as a gesture of goodwill/compensation.

i then called for the millionth time in 2 years and the women on the phone raised that to £250.

i have declined this initial offer because i don't believe it is enough to compensate me for the amount of time iv spent corresponding with them over 2 YEARS !!!! and the stress this has caused to mine and my sisters everyday life.

iv asked them for a deadlock letter now for the 10th time in as many days. which they'v informed me there going to send me (finally)

can someone please advise me !!!!!!! if i take it to the energy ombudsmen can they award me less than Npower have offered me already (£250) ????????

i would feel like iv really shot myself in the foot if i declined there final offer and went to the EO to then be awarded less...

£250 is a very very generous offer - 30% of your annual gas bill.

The EO can award what they like, they could even reject your complaint.

Considering anybody can find out in about 90 seconds who supplies their gas, I find it hard to believe that the EO will award over £250 for that sort of inconvenience.

chanz4

I think to be honest £250 is way over, after all you have not actually lost anything