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Energy ombudsman - npower

Posts: 2,478 Forumite
npower have sent me a letter saying I can escalate my query to the energy ombudsman. I complained that I had not received a bill despite them telling me that one was due in January.

Then they decided to change the billing system.

I don't see what the ombudsman can do if they continue to refuse to issue a bill.

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  • The Ombudsman can ask them to issue you a bill, they will then do this if asked by the Ombudsman.

    You may also ask the Ombudsman to think about compensation, if the Ombudsman asks them to pay compensation, they most probably will do.

    Simple as that. HTH
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  • Posts: 5,079 Forumite
    zerog wrote: »
    npower have sent me a letter saying I can escalate my query to the energy ombudsman. I complained that I had not received a bill despite them telling me that one was due in January.

    Then they decided to change the billing system.

    I don't see what the ombudsman can do if they continue to refuse to issue a bill.

    What reason have nPower given you for continuing to refuse to issue you a bill?
  • Posts: 2,478 Forumite
    edited 27 April 2013 at 3:47PM
    February: Their website "sent me an email in error" as your next bill will be in March (despite the website still showing billing date in Jan)

    March: we are upgrading our system

    This week: "Please accept our apologies that we cannot immediately respond to your concerns."
  • Posts: 5,079 Forumite
    zerog wrote: »
    February: Their website "sent me an email in error" as your next bill will be in March (despite the website still showing billing date in Jan)

    March: we are upgrading our system

    This week: "Please accept our apologies that we cannot immediately respond to your concerns."

    But what reason have nPower given you in their final response letter to your complaint for continuing to refuse to issue you a bill?
  • Posts: 2,478 Forumite
    Well that is my question, they just sent me a letter saying that I can contact the ombudsman (8 week time limit or something). They just keep saying to wait wait wait.



    To be slightly fairer to them, the website said a bill would be issued in July last year, and it was actually issued in August. After 1 month of complaining and reissuing several times, they finally got it correct, so 6 months later would be in March.

    I think just because they can't get it right should not mean that every subsequent bill gets pushed back by the time it takes them to correct their mistakes.
  • Posts: 5,079 Forumite
    zerog wrote: »
    Well that is my question, they just sent me a letter saying that I can contact the ombudsman (8 week time limit or something). They just keep saying to wait wait wait.



    To be slightly fairer to them, the website said a bill would be issued in July last year, and it was actually issued in August. After 1 month of complaining and reissuing several times, they finally got it correct, so 6 months later would be in March.

    I think just because they can't get it right should not mean that every subsequent bill gets pushed back by the time it takes them to correct their mistakes.

    So you are saying you have received a final response letter from your supplier that says:

    Dear zerog,

    Please accept our apologies that we cannot immediately respond to your concerns. This is our final response. You may now escalate this complaint to the energy ombudsman if you wish. You may show this letter to the energy ombudsman as evidence of our final response to your complaint

    Yours sincerely

    The nPower complaints handling team

    :huh: :cool:

    I suggest you post a legible photo of the letter you have received.

    We can only offer advice based on the quality of information you provide.
  • I understand, I think!

    They haven't responded with 8 weeks. They are supposed to.

    So they are saying "As we have not sent you a final response within the allowed 8 week period, you can now take your complaint to the Ombudsman".

    Yes?
  • Posts: 5,079 Forumite
    assj wrote: »
    I understand, I think!

    They haven't responded with 8 weeks. They are supposed to.

    So they are saying "As we have not sent you a final response within the allowed 8 week period, you can now take your complaint to the Ombudsman".

    Yes?

    What reason have nPower provided for not being able to respond to your complaint after 8 weeks with anything other than "Please accept our apologies that we cannot immediately respond to your concerns"

    Why have they used the word "immediately"? I don't think waiting 2 months could ever be classed as immediate

    I suggest you post a legible photo of the letter you have received.

    We can only offer advice based on the quality of information you provide.
  • Posts: 2,478 Forumite
    OK, sorry, I haven't been clear.

    As I knew nothing was going to happen until the billing system was upgraded, I just accepted their previous response (sent in March) to wait.

    The billing system has now been upgraded (17 April). I contacted them again to see whether they could now issue my bill, and they have not responded to that message. On that date I also got the letter, which says exactly what assj said. There is nothing specific to my problem in the letter at all.

    The letter said to email them at the executive complaints address if I wanted to discuss my complaint further, which I did as well. On 19 April I then got the reply "Please accept our apologies that we cannot immediately respond to your concerns. One of our Customer Relations Executives will be in touch with you shortly to address the points raised in your correspondence."

    It's now one week later, nobody has been in touch (last year they always used to reply in 2-3 days even if they didn't read what I said properly) so I am thinking of using the ombudsman option. I just wanted to know what the ombudsman can make them do.
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