Warning: npower accept new customers without sending them a Contract

backfoot

Since his appearance as 'Undercover Boss and his promises for a new culture at Npower, Mr. Kevin Mcullough, and his team have indeed gone 'undercover'.

A poster has taken considerable time to raise a legitmate query and NPower have gone back to the appalling disrespect they demonstrated during the gas sculpting shame.

Perhaps the OP might like to find out Mr.Mcullough details and drop him a line.:)

undaunted

backfoot wrote: »

Since his appearance as 'Undercover Boss and his promises for a new culture at Npower, Mr. Kevin Mcullough, and his team have indeed gone 'undercover'.

A poster has taken considerable time to raise a legitmate query and NPower have gone back to the appalling disrespect they demonstrated during the gas sculpting shame.

Perhaps the OP might like to find out Mr.Mcullough details and drop him a line.:)

The poster hasn't got a tv camera behind him, a bit like a certain ex Govt whip I suspect - why bother with mere "plebs"?

Terrylw1 wrote: »

The Npower rep hasn't responded to this thread but has to another one.

The OP has asked them to comment on here...I wonder if they will?

Have you noticed how they answer those they think they can easily answer and deflect criticism but steer well clear of the difficult issues or am I just being cynical?

25.6_Pre-contract_oblig

Terrylw1 wrote: »

The Npower rep hasn't responded to this thread but has to another one.

The OP has asked them to comment on here...I wonder if they will?

One of the threads was:

Have I been conned
https://forums.moneysavingexpert.com/discussion/4284693

I posted a link back to this thread. As some of you anticipated, no post from npower - so far.

25.6_Pre-contract_oblig

Terrylw1

undaunted wrote: »

The poster hasn't got a tv camera behind him, a bit like a certain ex Govt whip I suspect - why bother with mere "plebs"?



Have you noticed how they answer those they think they can easily answer and deflect criticism but steer well clear of the difficult issues or am I just being cynical?

Yes, they try to avoid anything like this thread.

I was surprised to see them commenting on that thread where they don't want a customers business anymore but they offered no more than a point of contact other than to say they had not seen a letter like that before.

I dislike this policy, I much prefer the open nature of the Eon reps. If all we want yo do is make contact or complain, that's already on the website and the back of the bill anyway.

Terrylw1

backfoot wrote: »

Since his appearance as 'Undercover Boss and his promises for a new culture at Npower, Mr. Kevin Mcullough, and his team have indeed gone 'undercover'.

A poster has taken considerable time to raise a legitmate query and NPower have gone back to the appalling disrespect they demonstrated during the gas sculpting shame.

Perhaps the OP might like to find out Mr.Mcullough details and drop him a line.:)

Somehow I doubt it even scratched the surface!

Terrylw1

undaunted wrote: »

It's obviously a matter of interpretation but I am suggesting that it would be ridiculous to suggest that criteria applying to the deemed contracts would not apply to others - ie to provide principal terms and conditions in writing (as is also comparable with distance sellling regs & right to cancel)

I am also suggesting that having already failed to provide a written contract as requested the conditions have already been broken - irrespective of whether such details are later provided / contained.

I completely agree, its common sense for a start. I'm just arguing that the SLC's have divided out certain issues so in quoting them, they wouldn't apply...but a different one would.

Terrylw1

25.6_Pre-contract_oblig,

I completely agree with you. You are entitled to a contract and shouldn't be forced to search their website to get at it.

I'm just wary of industry documentation as it can sometimes have a different meaning go regulation if they have purposely left it vague. So, I tend to advise people to get it confirmed before using it in a case.

My doubts aside, approaching this logically:

- 25 came in due to all the pressure from miss selling so its not the true policy regarding contracts, more the process.

- so, that would make 22 the correct earlier policy, although if may have been in an earlier form, hence it should used regardless of sales channel or type of contract.

- which would make 22.2 relevant hence 22.8 in your case.

- this would be based on 22.7 (b) allowing a supplier to turn down business other than based on a credit check e.g. complex metering.

So, providing the wording of 22.7 (b) allows a current supplier to give 7 days notice that they wish go terminate (a complete impossibility and the opposite of the UA policy) and allows a prospective supplier the right to turn business down, these would apply to all forms of contract in agreement with your points and those of Undaunted.

I'm just cautious with these things as I've seen them twisted too many times.

backfoot

The NPower Rep is currently viewing this thread. A helpful and informative response should be on its way shortly.:)

25.6_Pre-contract_oblig

Terrylw1 wrote: »

25.6_Pre-contract_oblig,

I completely agree with you. You are entitled to a contract and shouldn't be forced to search their website to get at it.

I thought you did. Thanks also for all your extra information on the SLCs, it is interesting.

However, in this case where people who are Telephoning, and who may not even have Internet Access, being "forced to search {any} website" is not the point.

The main points are:

• npower are supposed to send a Contract (they have told me this 10 times).
• npower are not able to send me my Contract (they have told me this 8 times).

The reason they can NOT send the Contract, npower are telling me, is their 'new system' is broken. I believe them. I have even alleged that it is "not fit for purpose" see Post #36
https://forums.moneysavingexpert.com/discussion/comment/57157175#Comment_57157175
npower are not refuting this, nor are they answering the questions in Post #6
https://forums.moneysavingexpert.com/discussion/comment/57051151#Comment_57051151

So, we await for Ofgem to enforce the Regulations by making npower comply with the SLCs.

25.6_Pre-contract_oblig

Terrylw1

backfoot wrote: »

The NPower Rep is currently viewing this thread. A helpful and informative response should be on its way shortly.:)

Well, they've had most of the day to post and nothing.

At the least I would have expected some form of response even if it was that they wanted contact or some time to look into this.