nPower complain (official). What body to send it to?

Sapphire

Hi,

I would be very grateful if someone on here could let me know the overseeing body that I could complain to with regard to nPower.

I have had the same problem with them as have others – no contract, no satisfactory resolution with nPower despite wasting at least a day communicating them.

I am attempting to switch back to my supplier because the actual switch to nPower has not yet taken place – this is proving easier said than done and is causing me a lot of stress.

I'd be really grateful for a response.

Thank you.

Wywth

Sapphire wrote: »

Hi,

I would be very grateful if someone on here could let me know the overseeing body that I could complain to with regard to nPower.

I have had the same problem with them as have others – no contract, no satisfactory resolution with nPower despite wasting at least a day communicating them.

I am attempting to switch back to my supplier because the actual switch to nPower has not yet taken place – this is proving easier said than done and is causing me a lot of stress.

I'd be really grateful for a response.

Thank you.

You can find the nPower complaints procedure here
http://www.npower.com/home/customerservices/contact-customer-services/complaints/ssLINK/Puttingthingsright100108
That explains how you can take matters further if, and only if, you have given nPower the chance to rectify matters and they have not done so.

But if you are not actually a customer of nPower, I'm not sure if you are complaining to the correct place in the first instance.
If a supply has not been switched, it is still with the original supplier, so what exactly is the issue?

Sapphire

Wywth wrote: »

You can find the nPower complaints procedure here
http://www.npower.com/home/customerservices/contact-customer-services/complaints/ssLINK/Puttingthingsright100108
That explains how you can take matters further if, and only if, you have given nPower the chance to rectify matters and they have not done so.

But if you are not actually a customer of nPower, I'm not sure if you are complaining to the correct place in the first instance.
If a supply has not been switched, it is still with the original supplier, so what exactly is the issue?

It's complicated, and I have had to explain the matter over and over again every day for the last seven days to individuals at nPower.

Basically, what I want is for nPower to switch my electricity supply back to Southern Electric – it is apparently set to go over to nPower on 28 December.

What happened was that I originally arranged for a dual transfer to nPower from Southern Electric in November (through a comparison site). I received absolutely no confirmation from anyone that this would take place (so no cooling off period), and assumed that the transfer was not taking place.

I phoned Southern Electric last Thursday to discuss my direct debits with them and was astonished to hear that my electricity was going to be supplied by nPower on 28 December.

Since then I have tried with no luck to reverse this action – I keep being transferred from pillar to post. Now I have been told to ring back on Monday (Christmas Eve!).

I'm feeling really frustrated and stressed about this whole issue, and it is something I do not need given the amount of work I have on (and that Christmas is coming up).

What I need is the address of an outside regulatory body to which I can make a complaint, rather than the complaints department at nPower, which just suggested that I ring yet another department on Monday.

Wywth

Sapphire wrote: »

It's complicated, and I have had to explain the matter over and over again every day for the last seven days to individuals at nPower.

Basically, what I want is for nPower to switch my electricity supply back to Southern Electric – it is apparently set to go over to nPower on 28 December.

What happened was that I originally arranged for a dual transfer to nPower from Southern Electric in November (through a comparison site). I received absolutely no confirmation from anyone that this would take place (so no cooling off period), and assumed that the transfer was not taking place.

I phoned Southern Electric last Thursday to discuss my direct debits with them and was astonished to hear that my electricity was going to be supplied by nPower on 28 December.

Since then I have tried with no luck to reverse this action – I keep being transferred from pillar to post. Now I have been told to ring back on Monday (Christmas Eve!).

I'm feeling really frustrated and stressed about this whole issue, and it is something I do not need given the amount of work I have on (and that Christmas is coming up).

What I need is the address of an outside regulatory body to which I can make a complaint, rather than the complaints department at nPower, which just suggested that I ring yet another department on Monday.

I don't know why SSE haven't sent you a sorry you are leaving letter; they usually do.
I would suggest you contact SSE and see if they can stop the transfer. If not, because you have left it too long, then you will have to let the transfer go ahead and then you can switch back.

Simples :cool:

Why did you apply to switch to nPower in the first place? Presumably to save money? If so, why do you want to go back to your old, more expensive supplier? :huh:

Sapphire

Wywth wrote: »

I don't know why SSE haven't sent you a sorry you are leaving letter; they usually do.
I would suggest you contact SSE and see if they can stop the transfer. If not, because you have left it too long, then you will have to let the transfer go ahead and then you can switch back.

Simples :cool:

Why did you apply to switch to nPower in the first place? Presumably to save money? If so, why do you want to go back to your old, more expensive supplier? :huh:

Thank you. SSE cannot stop the transfer (they have tried).

I am very miffed that no one at nPower (or anywhere else) actually notified me in writing of a change-over, and this, and the difficulty in communicating with them, has made me lose trust completely in the company.

SSE are not actually more expensive (I renegotiated with them last Thursday and the amounts are fine). The deal I had arranged with nPower was supposed to be fixed for a year.

SSE have also been fine by me during the time I have been with them, and I have not lost trust in them.

Wywth

SSE don't 'negotiate' over the cost of the energy they supply their domestic customers. (Your monthly DD figures means nothing, except a good excuse to keep you on a high tariff by misleading the unwary)

Follow the advice here:
http://www.moneysavingexpert.com/utilities/you-switch-gas-electricity

undaunted

I would have thought the fixed npower deal would have a tie in and / or exit fee so you won't just be able to switch straight back once the transfer goes ahead?

The problem would need to have been complained of & not rectified 8 weeks or more ago for them to take it up but the Energy Ombudsman is a body you can ask to look at complaints. http://www.ombudsman-services.org/energy.html

Standard License conditions require them to provide you with specific written information on principal terms - and they should do sobefore entering into any contract . Full details are available on line.

You could try arguing this is an erroneous transfer & Npower dont have your consent

http://cfe.custhelp.com/app/answers/detail/a_id/44/~/what-happens-if-a-supplier-takes-over-an-energy-supply-without-permission%3F - there's a template letter here

http://cfe.custhelp.com/ci/fattach/get/304/0/filename/Erroneous+Transfer+Letter.pdf which

I suggest you send your supplier & cc npower rather than rely on call centre staff

chanz4

Npower would have a contract, as the op admitted entering into it via a comparison site. SSE would be correct in saying they cant stop it, after the gaining supplier confirms a start date their is a very small window to object. Are the terms not online?

25.6_Pre-contract_oblig

Hi Sapphire,

I know just how you feel.
The whole saga (1) with npower's 'new system' has badly let down their Customers.
The 'switching sites' were also impacted: they had their Customers blaming them.
The Energy Shop, see their blog, have done a much better job than npower in giving accurate information.
http://blog.theenergyshop.com/?p=492

Customers, like you, are in a strange 'limbo land' that in theory (and law) should not exist.


What can you do?
Difficult to give advice. You might have to 'let the switch complete' and then 'switch away' ASAP.

I would agree with undaunted - best to have everything written.

What I would consider doing is to take your meter readings on 28 December 2012 and use them for both npower and the 'supplier you use after npower let you go'. This is not 'normal practice' but neither is npower's 'broken system'. In other words you will use 'zero energy' supplied by npower. Legally, as they have failed SLC 25.6, I doubt they will pursue you. Keep a close eye on any DD to npower that npower try to use.

Who can you Complain to?
If you have an npower account number (I had one in the days leading up to 'npower switching me without a Contract') you can lodge an Official Complaint with npower. I know you don't want to (I have read your posts) but it may help your case if/when you move away. In your Complaint state your intentions (that you will not pay for ANY energy and you want to stay with Southern Electric). So, I am recommending this for your protection.

Sapphire wrote:

... What I need is the address of an outside regulatory body to which I can make a complaint, rather than the complaints department at nPower, which just suggested that I ring yet another department on Monday.

If you email [EMAIL="consumeraffairs@ofgem.gov.uk"]consumeraffairs@ofgem.gov.uk[/EMAIL] (you will get an automated response) and cite the MAIN thread (see below) it will not do any harm.

In your complaint to Ofgem you can add your evidence.
Ofgem are aware of this issue.

I do hope you have a Happy Christmas (despite all of this),

25.6_Pre-contract_oblig

Notes:

(1) The primary evidence for this issue is
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

Ofgem have made an official response see Post #134.

jalexa

chanz4 wrote: »

Npower would have a contract, as the op admitted entering into it via a comparison site...

Well yes, and no...

The cooling-off period doesn't start until the day after the provision of contract "hard-copy". Not getting into the exact definition of "hard-copy" here but most energy suppliers consider that to be paper copy by snail mail.

No copy contract, the cooling off period has neither started nor elapsed, so can be cancelled at no financial penalty.

The OP needs to understand that indeed there is a "contract" (willingly entered into) and cancellation must be done via NPower. If they don't play ball and/or levy charges - Complain.

undaunted

jalexa wrote: »

Well yes, and no...

The cooling-off period doesn't start until the day after the provision of contract "hard-copy". Not getting into the exact definition of "hard-copy" here but most energy suppliers consider that to be paper copy by snail mail.

No copy contract, the cooling off period has neither started nor elapsed, so can be cancelled at no financial penalty.

The OP needs to understand that indeed there is a "contract" (willingly entered into) and cancellation must be done via NPower. If they don't play ball and/or levy charges - Complain.

But is there? IE, bearing in mind SLC requirements for principal terms to be provided within a reasonable time is there actually a contract in place before it has been issued to the consumer and accepted or is there merely an intention expressed to enter into such a contract when it is provided and its terms accepted?

Your interpretation is interesting as whilst I wouldn't disagree with you the implication of Ofgems comments produced in post 134 here https://forums.moneysavingexpert.com/discussion/comment/58041333#Comment_58041333 would appear to suggest that they may possibly do.