The Energy Ombudsman - Good or Bad ?

backfoot

What are your experiences or impressions of the Energy Ombudsman ?

I am part way through using their service for the first time and prior to adjudication, I thought I would document my experience and find out about the experiences of others.

GOOD

The ability to refer an unresolved dispute to a third party.

The ability for them to award compensation and make recommendations for future improvement.

BAD

Why doesn't it all come under the Regulator Ofgem ? To the layman and even experienced Energy customers,the boundaries between Ofgem,the EO and Consumer Focus are confusing and blurred.

It takes too long. Six months after a simple information request to EDF, the case is still outstanding. There have been no delays on my behalf. The issue is now time elapsed and only the complaint is still valid.

The EO redrafted my complaint and in doing so omitted the key element questioning the Supplier's compliance with an Ofgem Guidance leaflet and the Standard License Conditions. How dare they alter a customer's complaint ? This was eventually reinstated but has caused a loss of confidence in the process.

Why don't you get one assigned Complaint Handler? Each letter,each phone call is dealt with by a different person. It is just like dealing with a supplier, where continuity seems impossible.

Why aren't you kept informed? I chased after seven weeks to be told the 6 to 8 week deadline would be exceeded because EDF had refused mediation. So how long will it be ? It is with a report writer so they couldn't tell me. They agreed for the report writer to ring me back with the latest timeline ....they didn't.:(

Will I see this report? Am I entitled to see it? How do I know the complaint has been properly investigated? Have they consullted OFGEM? What is the skill base of the complaint handler regarding License issues?

I am still hopeful of the process and a favourable outcome because the obligations are set out in black and white. That the associated Customer Service was obstructive and unhelpful is obvious. I am just nervous that it feels like a remote outsourced body is going through the motions rather than a interested and dligent Regulator enforcing their own rules.

What are your experiences/impressions?

snowcat53

Hi Backfoot
My view is pretty much identical to yours.

Problem with EDF - formal complaint raised end Dec No resolution -write to EO May

When I first tried to raise my complaint with them the EO tried to claim it was outside their remit. The handler seemed to have barely read , or not understood - what I considered a clear and concise complaint.
Tried again. Different handler - again refused.
I then got stroppy and wrote again in strong terms accusing them of dereliction of their duty. This time success - finally agreed it was a valid complaint and within their remit.

They then rewrote my complaint omitting a crucial element. I reinstated it although because the lettter was sent is as pdf , they made it difficult and I had to handwrite it in.

Letter accepting final version of complant accepted 10 July, announcing info gathering and investigation and a response in 6-8 weeks.
Since then nothing.

I just have the feeling that the staff there (at least the ones I have been in contact with) don't care much, are barely competent, are are anxious to pass the buck and put off complainants. They certainly do not seem to be on the consumers' side. My experience gives me no confidence that they will truly investigate and get a resolution.

'Going through the motions' about sums it up.

Terrylw1

I have no direct experience of them, however I have seen issues raised in these threads.

I feel that these should be raised as complaints against the ombudsman service and that Ofgem should be made to ensure that the service is successful.

I don't feel that the ombudsman has any right to change your complaint other than to remove sections that include aggressiveness, swearing or potentially libelous statements when writing a report that will be seen by the supplier. This would need yo be per customer agreement and the ombudsman should be within their rights to refuse to take the case if the consumer refuses to remove such content.

Its totally inappropriate for the ombudsman to remove statements relating to or directly quoting Standard Licence Conditions (SLC) which are in the public domain on Ofgem's website and on the UK Legislation website contained within the Utility Acts. This simply demonstrates a consumer who has researched & understood their rights & the responsibilities of the supplier. The ombudsman should not consider that solely their role, detrimental or irrelevant unless proved to be otherwise and agreed to be removed on that basis.

To me, the introduction of the ombudsman was a positive because:

- suppliers new this meant they had somebody on their backs since Ofgem were not good at all in controlling complaints. This has been proven to me in that I've seen senior managers overseeing complaints structures whereas previously, they were left for middle management.

- there is a financial penalty which proves an incentive for favourable resolution. However this has been a double edged sword in that a) suppliers will pay out more to stop them going that far, b) it puts a firm timescale as opposed to complaints taking months with the customer driven them often in apathy, c) at least something gets published now albeit tip of the iceberg stuff...however, we also have a) suppliers working flat out on those close to 8 weeks but not working all the rest as reported by a whistle lower and b) a tendency to short term fix a problem knowing its not fixed just to save it and the customer has to start the complaint all over again later.

- consumers had a clearly channel to go through...but its just not working like that.

It now seems that the ombudsman is very slow. Is this due to poor management, an underestimation of the volume as Ofgem didn't really understand what they didn't get or both?

They seem inexperienced in the industry. Have they just come in from outside as auditors tend to? Blagging the I experienced is very easy. They also do understand industry mechanisms and are most likely selling consumers short when the experienced people would challenge a response from a supplier.

They also don't follow up on their decisions and blindly trust the supplier to follow them. Its been proved on a thread recently that this doesn't happen. I would like to see a kind of "short referral" for non compliance which adds a further charge. What if the supplier just doesn't do it...the consumer is left complaining at the ombudsman. This is simply unacceptable. Does the ombudsman have a path for escalation to Ofgem? Never heard of one.

backfoot

http://www.ombudsman-services.org/energy.html

http://www.ombudsman-services.org/

Details of the services and remit of the Ombudsman can be found in the above links. It is a comprehensive website which reads easily and impressively. Reading it again, has renewed my confidence that my referal will have been worthwile.

Thanks for the feedback so far and if we collate other views, either positive or negative, I will advise Ofgem of the details here.

Terrylw1

This thread points out a possible problem.

Whilst its not established what was really going on behind the scenes, but such a quick resolution via Twitter makes me think this is a mockery of the process.

https://forums.moneysavingexpert.com/discussion/4129825

backfoot

Thanks Terry,

Just a bit worried about taking this off topic because I was looking for feedback on the EO handling of complaints.

Nevertheless,there is an overlap. Quite some time ago, I negotiated several favourable outcomes with EDF and made useful contact with a lead commercial solicitor and a Senior Customer Services Manager.

In talking to the latter about Customer Services issues it became apparent, to me, that modern Customer Services was being addressed by very superficial, image based responses. At the time, I was inviting EDF to put up a representative on this forum. For many months, they didn't and my contact was 'convinced' that their social media policy was correct. i.e. twitter. eventually a rep was put up and they made an introductory post then disappeared. :rotfl:

Of course they would. EDF were in chaos and the last thing they could handle was serious questions from unhappy customers or from informed helpers on this forum. They basically didn't have the balls to face the music.

Instead, picking off one liners on twitter and producing results there would make it look far better than the reality.

So yes,it makes a mockery of the process, but for those inclined twitter does currently offer a potential fast track to resolution. Until everyone realises that and it then get swamped like the proper complaint process.

A short term anomoly in my opinion.

snowcat53

Dear Backfoot and Terry

I have just added a new thread with info taken from the edf website page 'Making a complaint'.

It helpfully includes an 0800 number and emails addresses for
the Complaints Resolution Manager
and if still not satisfied,
the Customer Service Director’s Executive team

Has this page been there long? did I miss it earlier? Anyway this looks like a step forward and potentially faster resolutions.

On the down side their online messaging system is not working!

backfoot

I won my case against EDF.

The report itself was bizarre and contradictory. The EO stated they have no remit over determining whether a SLC has been breached. :eek:

The compensatory award was totally arbitrary and derisory and is being appealed.

I honestly think that the case was too much of a 'matter of principle' and the EO chose to dodge it, but couldn't find a way not to agree with the complaint.

Not impressed overall despite the victory.

chanz4

Only Ofgem can decide if a SLC is broken, hence them telling you they have no remit

snowcat53

chanz4 wrote: »

Only Ofgem can decide if a SLC is broken, hence them telling you they have no remit

Which would be fine except that Ofgem refuse to get involved and tell complainants to go to the Ombudsman!

snowcat53

I also won my case against EDF. But as with backfoot, the ruling was on grounds of poor customer service not on failure to meet SLCs.

We have an over complex regulatory system that passes the buck around and fails to protect consumers. Those of us complainign are winning these small battles but these bodies are not taking up the fight even though the issues have been brought to their attention.