Npower complaint

Wywth

susie93 wrote: »

I have been complaining to N Power for 20 months and it is still not resolved as per my thread on N Power. I have about 10 letters saying that they are sorry they have not resolved my complaint so I took my complaint to the ombudsman. The ombudsman was not worth it either as they work for the energy companies and come down on their side. I had a reply from one gentleman who was the ombudsman dealing with my complaint and he said he had to send it to another department for a report. Guess what I had another e mail from the same man but he was now a different department (Fast Show Sketch???:rotfl: or what. I ended up sending a Subject Access Request with a £10 cheque for ALL information they had regarding my electricity bills and correspondence. So my point being don't take 10 days to reply too seriously. Good luck I hope you get somewhere. Is N Power French or German anyone know?

As you've already been to the ombudsman who did not find in favour of your complaint, then it's more or less game over.

Either accept you are wrong, or spend money trying to prove your claim in court ... but I wouldn't rate your chances very highly.

green_pepper

Does anyone have a template that I could use to write a letter of complaint to NPOWER?
I've been trying to set up my account with them since November and contacted them numerous time without sucess.
Thank you!

Wywth

green_pepper wrote: »

Does anyone have a template that I could use to write a letter of complaint to NPOWER?
I've been trying to set up my account with them since November and contacted them numerous time without sucess.
Thank you!

Dear nPower,

COMPLAINT
Supply address: /B][I]insert the full address here, including postcode[/I


I wish to raise a formal complaint wiith your company as I have been trying to set up my gas/electricity I]delete as appropriate[/I account with you since November 2012.

I have already contacted you numerous times without success. I]Explain breifly what happened and when regarding your previous attempts[/I. I became responsible for the property on I]insert approprate date[/I

Please confirm that you have now set up the necessary account in my name, and provide me with my account number. I wish to be placed on the I]insert name of tariff requested[/I

If you are uanable to do this, please explain why.

Yours sincerely,

nPower

green_pepper wrote: »

Does anyone have a template that I could use to write a letter of complaint to NPOWER?
I've been trying to set up my account with them since November and contacted them numerous time without sucess.
Thank you!

Hi green_pepper,

Is there anything I can help with at all? I can speak directly to our complaints team for you and get the ball rolling?

If you would like me to take a look, just pop me an email with the details on (my address is on my profile page).

Kind regards,

Adam

cosimodo

It seems there are a few of us having issues with the N Power complaints team.

I logged a complaint with them back around the 10th Feb for extortionate bills, then received a 2nd bill in the SAME month! for another billing quarter. My complaint was supposed to be logged with a level 2 complaints handler.

All I received was an acknowledgement letter advising I would here from them within 28 working days. Surprise surprise, I heard nothing so tried to chase it up. Took me over 30 mins to speak to some one, who turned out to be a level 1 complaint handler, so not only had they failed to contact me as promised, they also failed to escalate it to the correct team.

The lady I spoke with tried her best to resolve it, but could only offer a discretionary discount of £40. With a bill of over £900, this didn't help at all. She has now escalated it to the correct team finally, who have tried to call me today at work. Unsurprisingly I was busy, so a colleague took a number for me to call back.

I have rang them twice today to be advised that the hold time to speak to some one is over 45 mins!!! I'm at work and can't afford to spend that length of time on hold waiting to speak to some one, why no direct numbers given out. I strongly suspect that they hope you will just give up and go way.

N Power's customer service and complaints procedure are the worst I have EVER come across and am not surprised they were fined £2M recently for their failures. They have already breached their own complaints guidelines by failing to contact me or resolve my complaint within their own given timescales or escalate it properly and have advised me that I have several hoops to jump through before they will even give me the Ombudsman details. Apparently go have to wait to get to level 3 or their complaints structure before they will let you refer it. If it's this hard to get to speak to some one at level 1 and 2, ie sit on the phone for well over 45 mins before some one even answers it, and this is not at peak times either, I dread to think how hard it will be to speak to some one at level 1. How they are allowed to do business is beyond me as the obviously have no respect for any of their customers.

A very very disgruntled now EX N Power customer.:mad: