Scottish Power CS fail: Does the energy ombusman compensate for the lost time?

ppff

Hello,

I am writing to find out if anyone on the forum has ever taken an issue with Scottish Power to the Ombudsman?

I opened my account with SP last August and, until 2 weeks ago, have had constant issues with my account. Their customer service team is appalling.
It took them a year to finally send me the online account details (after numerous phone calls and e-mails from me). They have also overcharged me circa £120/ month (£170 instead of £53/month) over the duration of 5 months, without any notice. This has forced me to embarrassingly, borrow money from my friends and family. I have now received a cheque giving all the overpaid money back.

Overall, it has taken 5months for SP to resolve the issue, while I have been overcharged every single month. Their customer service team has failed on every single possible occasion, having me submitting countless meter readings and constantly misunderstanding the case. I have 14 A4 pages of back and forth e-mails, where I had to explain the problems time and time again, as none of the advisors read through the previous correspondence.

I spent around a week and a half of my personal time trying to resolve these issues, and after formally complaining, I received £20 good will credit (which I find offensive).

I complained again and asked for compensation for my time, basing the amount (£380) on what a week and a half would cost for a minimum wage worker. As a response I have been offered £30 as compensation from their senior management team. I really don’t feel that £50 overall is an adequate compensation for 5months of overcharging, and the time it took for me to write all the e-mails and submit meter readings over and over again.

I am now at the point where I can either accept the additional £30 compensation or ask for a deadlock letter and take the matter to the energy ombudsman. I was just wondering if anyone has ever taken a similar matter to the ombudsman, and what would the likely outcome be? Should I accept £30 or try my luck and take it further?


Thanks so much

ppff

chanz4

In honesty your figure is unrealistic , and you do know you register online for your account. As the dd would be on an estimate you could of given reads. I don't feel you have a chance.