The Energy Ombudsman - Good or Bad ?

wakeupalarm

I'm only posting to wish you the best of luck backfoot. Having gone through the process with a rather more complex complaint, I ended up being totally exhausted and demoralised by the whole process and discovered just how useless the EO complaint process is. I won my complaint obviously with a pitiful (in the context of the complaint) £75 goodwill payment and an apology from EDF.

The only reason I encourage anyone to go through to the ombudsman process is because of any costs imposed on the energy company.

As for the calculation it will probably be marked as commercially sensitive information by EDF and no proper calculation will be disclosed.

backfoot

Here is a relevant thread from several posters which impinges on the same subject.

https://forums.moneysavingexpert.com/discussion/3962891=

There is a consensus within which sees the compensation process and levels as being totally inadequate and not all reflective of the Supplier's failings nor the time,inconvenience and distress that can be caused.

The Financial Ombudsman has a totally different approach.Much fairer and more realistic.

http://www.financial-ombudsman.org.uk/publications/technical_notes/distress-and-inconvenience.htm

richpb7

Backfoot pointed out this thread to me, as I've been having problems with the Ombudsman. Much as I feel they've been professional in their approach, I can't say that I'm as confident in their competence. My experience with them has suggested that they might lack some pretty basic research techniques and mathematical ability, which would seem to me a fundamental requirement for their work.

You can read more on my thread if you're interested:

https://forums.moneysavingexpert.com/discussion/4195843

backfoot

I have now received a 'Manager's' response to my complaint about the Energy Ombudsman handling of the case. I share it for amusement value only.

Thank you for your recent correspondence received via our ‘unhappy with our service’ process. I have now reviewed the case in light of your comments.
The issues in relation to the Standard Licence Conditions were discussed in both the report and the ombudsman’s final decision. I can see that you expected a review by this service to be carried out in conjunction with Ofgem. That is not the process used in investigations into complaints placed with us. The final decision explained this and clarified the respective roles of Ofgem and this service where a breach of a Standard Licence Condition is thought to have occurred.
I note that the report in this case was issued on 17 August. Your further representations were added to the case on 3 September. The final decision was issued on 19 November. This falls outside our stated timescales. I apologise for this and realise that waiting for a final decision can be frustrating. On 9 November Mrs xx, the investigation officer called you and apologised for the delay. She also explained that in this case the ombudsman had had to check matters. I am sorry if the delay caused inconvenience but on occasion small delay can occur while issues are checked.
The decisions in your case are clearly stated and set out what is expected of EDF. It is also clear that the outcome was altered at final decision. I am sorry if you found this confusing but I am satisfied that our process was applied and followed properly. I cannot comment on the nature of decisions issued by other ombudsman services. The issue of the level of goodwill gesture was considered in the final decision and this was discussed by the ombudsman. I am sorry you remain dissatisfied but that is the final decision.
The investigation of your complaint against EDF is now completed and cannot be reviewed or re-considered any further.

backfoot

I started the thread near to the outset of using the Energy Ombudsman Services for the first time and asked an open question to invite comment.

So good or bad ?

Overwhelmingly bad based on my experience. A long winded process without any semblance of analysis or skill to investigate a complaint.

A culture of distance and lack of engagement with the parties involved or other relevant Regulatory parties.

An ill defined process for assessing compensation with dismal awards.

Review processes which cover over previous errors rather than influencing or altering processes or findings.

I conclude that you will be wasting your time with the Energy Ombudsman and would only recommend it for nuisance value to help pre negotiate a settlement offer, based on the case fee the Supplier will pay.

Do not invest too much time in presenting a professional case because I actually feel that it has been counter productive. i.e. they deem it too complicated and argue not within their Terms of Reference.

It's a sad conclusion and one I didn't expect to make.:(

richpb7

I have to concur with Backfoot. I wasted hours upon hours analysing old bills, creating spreadsheets with complex breakdowns of exactly what transpired and when, summarising it all again and again in letters back and forth. It was all in vain, the Ombudsman simply seems to ignore anything you send.

I think you have to come to one of either two unfortunate conclusions, either they're not competent enough to do the job that they're tasked with (whether because they're overworked or for other reasons) or they're far too close to the energy companies to make impartial adjudications. Either way the Energy Ombudsman as a public service is not fit for purpose and needs to be reviewed.

lazyjack

richpb7 wrote: »

I have to concur with Backfoot. I wasted hours upon hours analysing old bills, creating spreadsheets with complex breakdowns of exactly what transpired and when, summarising it all again and again in letters back and forth. It was all in vain, the Ombudsman simply seems to ignore anything you send.

I think you have to come to one of either two unfortunate conclusions, either they're not competent enough to do the job that they're tasked with (whether because they're overworked or for other reasons) or they're far too close to the energy companies to make impartial adjudications. Either way the Energy Ombudsman as a public service is not fit for purpose and needs to be reviewed.

I read through both threads just now (admittedly quite quickly) and it just firms up my belief that the whole energy industry is a complete shambles.

I've recently had some big problems with BG and although now resolved it's not something I would fancy going through again. The long, drawn out complaints procedures seem designed to put off all but the most determined (and clued up) people. Then, after all the time and effort spent gathering and submitting evidence etc, the outcome leaves you thinking, why did I bother ?

snowcat53

Just appalling. (the response from the EO)

I am now wishing I had forced the EO to account for the their twice refusing to consider my complaint re DD (on the grounds it was EDF's 'commercial decision') before relenting under pressure

undaunted

Arguably no better but there is the Parliamentary Ombudsman who claim

"Our role is to investigate complaints that individuals have been treated unfairly or have received poor service from government departments and other public organisations and the NHS in England."


http://www.ombudsman.org.uk/

cing0

The trend I am seeing at the EO currently is that any cases with compensation offers on the table are not being considered for formal report & final decision. Pressure is being put on the supplier in other cases after sifting to settle which avoids being fully dealt with.

snip edit:-

This is supplemented by its current email auto-response which says:

"If you have been given an email address for a case handler, it will speed things up if you contact this person directly"

so their either cutting back on staff or cutting red tape.

They also say

"If you have a new complaint or you need a quick response, it is best to ring us on 0330 440 1624" so you get a better service if your not deaf.