Warning: npower accept new customers without sending them a Contract

chanz4

Your spamming now, keep to the one thread sound like your on a witch hunt

25.6_Pre-contract_oblig

chanz4 wrote:

Your spamming now, keep to the one thread sound like your on a witch hunt

I'm not sure what you are trying to say, please can you elaborate.

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

I quote from their Letter to me dated 19 December 2012 (sent by email).

"... ...
You also asked questions that you wished Ofgem, as the regulator to answer. We have treated those which are asking for information (1-4) as a Freedom of Information Act request. Please find the answers to those questions below. It should be noted that it would be inappropriate for Ofgem to comment whether a company is or is not in breach of a standard licence condition until a formal investigation has been carried out and a decision on the evidence is made by an enforcement committee of the Gas and Electricity Market Authority, the decision maker. All decisions made by the Authority are public.


Q-R-01. When did you discover that npower were accepting new Customers without supplying them with a Contract - contrary to Standard Condition 25.6?

Thank you for bringing this to our attention, Ofgem receives information from a number of sources.
The first time this was raised as an issue was when you reported it to us on 15 November 2011.


Q-R-02. When did npower inform you that they had accepted new Customers without supplying them with a Contract - contrary to Standard Condition 25.6?

Following your email, we made enquires across the organisation and established that npower had not informed us of this issue. Accordingly, we contacted npower and they confirmed that this issue had arisen.


Q-R-03. On what basis, conditions or terms has Ofgem allowed npower to continue accepting new Customers in breach of Standard Condition 25.6?

On receipt of your complaint, in line with our procedures it is being considered according to the specific facts of the matter, the legal context and available resource. Should a decision be made to proceed with an investigation it will be made in accordance with the Enforcement Guidelines on Complaints and Investigations.(1)

(1) http://www.ofgem.gov.uk/About%20us/enforcement/Documents1/Enforcement%20guidelines%202012.pdf


Q-R-04. Has the Regulator informed the other Companies that may be competing with npower for Customers of these 'special arrangements' that npower have received that allow them to continue to accept new Customers in breach of Standard Condition 25.6?

Please see above; this was first brought to our attention on 15 November 2012.


Q-R-05. If a Customer informs an Energy Supply Company that they have NOT received a Contract (for any potential reason e.g. it was lost in the Post): what is a reasonable number of days for a Customer to wait to receive the Contract?

A consideration of reasonableness must be taken in the context of the facts of the matter. Npower has a "cooling off" period of 14 days from the date a customer entered into a contract during which the customer is able to cancel the contract. We would expect the contract to be issued during this period to enable a consumer to have the opportunity to consider the terms and conditions prior to the cancellation period expiring. Reissue of a contract should in our view be completed as soon as possible once requested.


Q-R-06. Is there a mechanism for a member of the general public to report an apparent breach of the Regulations without waiting MANY MANY weeks? If so how? Do you agree that, in a Regulated competitive market, these apparent breaches should be reported and assessed rapidly?

We agree that potential breaches should be brought to Ofgem's attention at the earliest possible date. We receive information from a number of sources including Consumer Focus, Ombudsman Services: Energy and Citizens Advice consumer service. Both Consumer Focus and Ombudsman Services: Energy can bring potentially systemic breaches to Ofgem’s attention. Alternatively, any consumer may make a complaint alleging a breach of relevant legislation by contacting our Consumer Affairs Team. Complaints should be made in accordance with our Enforcement Guidelines on Complaints and Investigations. There is no time period that a consumer must wait before making a complaint and Ofgem considers all complaints when they are received and reverts to the consumer within 20 working days of a complaint being made. All information necessary to make a complaint is available on our website www.ofgem.gov.uk and in our Enforcement Guidelines on Complaints and Investigations.

... ..."


Comments:

I have made the Questions bold for ease of reading (they are underlined in Ofgem's Letter).

The answer to question Q-R-01 has a typo.
The correct date is 2012 i.e. "15 November 2012". See the answer to Q-R-04.

The most important fact in this official answer is that Ofgem have no evidence that npower had reported themselves to Ofgem. npower told me on 01/11/2012 that "the Regulator was aware" (see Post
#5). I regard this discrepancy as a very serious failing on npower's part. I have given npower plenty of opportunities to clarify this important point. I will be directly pointing this out to Ofgem.

Also, you will understand, Ofgem's formal investigation has not been completed.

25.6_Pre-contract_oblig

backfoot

Well done. I think Ofgem's response, as a FOI request is encouraging. I am pretty sure that, Ofgem do recognise that this part of the MSE Forum contains very useful information to highlight areas needing Investigation.

I also think that there is recognition that posters have earned Ofgem's confidence by structured and considered approaches. I think your example is such a case.

Ofgem are, imho, an under resourced organisation and the fragmentation of the Regulatory process is very frustrating. I hope the message is getting through from the customer perspective.

You are making progress against these constraints and have relatively fast tracked the Contract issue quite successfully. My own efforts on EDF's non explanation of Direct Debits continue at a much slower rate. Not for lack of effort on my part.

What our respective cases do show, is that, Ofgem do appear to be now accepting individual customers highlighting systemic issues. That part is encouraging.

That yours was the only representation is not surprising to me. The governing Regulations are not in the public mindset and their interpretation complex. No cash is at stake, but rather a process failure. You are right to have raised it on behalf of the wider population. :T

Sapphire

I have had exactly the same problem with nPower and am in the process of attempting to switch back to my previous supplier – which is easier said than done.

I have wasted at least a day trying to sort this out by telephone. nPower seem utterly incompetent and I would never attempt to use them again.

25.6_Pre-contract_oblig

nPower complain (official). What body to send it to?
https://forums.moneysavingexpert.com/discussion/4353315

More issues. Customers left in a strange 'limbo land'.

Hi Sapphire,
I have posted in the other thread.
I do hope you have a Happy Christmas (despite all of this),

25.6_Pre-contract_oblig

JohalaReewi

Coming to this a bit late but back in July our daughter moved to a new house and signed up with Npower. They are taking the monthly DD and when we check, Npower are registered as her provider. But, she has had nothing from Npower at all. No contract, no bills, no nothing. When contacted by phone, Npower just make excuses but it seems from this thread that they really have a problem.

25.6_Pre-contract_oblig

Hi JohalaReewi,

Thanks for posting.
It is not unknown for Suppliers (not just npower) to 'get it wrong' when you first become a Customer.
However, your case might be the oldest known case caused by this issue.

I would recommend that your daughter, for her sake, gives npower some readings and gets a bill.
This will give you some indication as to where you stand (money wise).
It will also 'flush out' anything else 'not set up' - see Post #127.

FYI, I deliberately gave npower readings on 26-Nov-2012 (the day of the price change) so that I would be billed accurately for the cheaper fuel between 21/09/2012 and 26/11/2012. I am in credit (3 DDs paid, 2 Months usage + £25 Credit - see Post #5).

I would also ask, for all of our sakes, that you request a copy of the Contract.
You don't have to give a reason.
npower have to send it. See Ofgem - Post #134.
Please post back your experience.

If you think npower are 'slow to provide the Contract', remember to bear in mind the Christmas post etc, Complain to npower.

If you have done all of this and, like Sapphire, you want to Complain to Ofgem - see Post #137 - where I've given more info in the linked thread.

25.6_Pre-contract_oblig

matty17r

At last yesterday I received my contract from npower accompanied by a very apologetic letter. Signed up with them on 14th november followed by two very long telpehone calls holding on waiting for a reply!

25.6_Pre-contract_oblig

Hi matty17r,

Thanks for the update.
We see from Post #87 and #88

"Adam at npower" has said, in Post #63 (on 19-11-2012):

"Afternoon forum users,

I just wanted to drop you all a quick update and acknowledge that we were aware of this post.

Last week we were experiencing a delay in processing new contracts but the backlog is now cleared so you shouldn't see any further issues."

14-Nov-2012 your switch starts
20-Dec-2012 your Contract arrives!

In light of Post #127 (above) I hope everything has been set up.


25.6_Pre-contract_oblig