closing npower a/c - how long is reasonable ?

cing0

Reasonable? That’s up to you.
Rules? Supply License Condition 27.17 (for electricity) says 6 weeks to generate a final bill - you need to complain to ofgem as well as the ombudsman as anything over this is a license breach.
Since npower is having published computer problems, ofgems definition of 'reasonable' from the SLC may vary as may the Ombudsman service meaning customers are screwed more by skewed final decisions.
A court may not be as lenient to a business though in a money claim.

I think your old house occupiers are probably miffed about being put on a standard tariff under deemed contract which has a standing charge.

Wouldn’t bother about recorded delivery letters - use the npower complaint email address on its website and cc: the energy ombudsman so there is proof it was sent.

Consumerist

cing0 wrote: »

- use the npower complaint email address on its website and cc: the energy ombudsman so there is proof it was sent.

What's the [Ombudsman's] email address to use for that?

cing0

Consumerist wrote: »

What's the [Ombudsman's] email address to use for that?

Select the appropriate address on page 2 of http://www.ombudsman-services.org/downloads/OS_factsheet.pdf

Include the supply address on the email so the Ombudsman service can track it.

Consumerist

cing0 wrote: »

Select the appropriate address on page 2 of http://www.ombudsman-services.org/downloads/OS_factsheet.pdf Include the supply address on the email so the Ombudsman service can track it.

It's an interest idea I have explored before but I'm not sure how the Ombudsman Service would handle an email arriving out of the blue regarding a complaint that has not yet been referred to them.

Would they keep such an email on file ?

Andycapp

I`ve been waiting for a final bill from N-power since closing a dual fuel account on 8th september `13 (they`ve sent a final elect. bill showing they owe me £150, but can`t manage to finalise the gas part of the bill - I estimate about £30-despite confirming they`ve got the readings- surely a coincidence?). I attempted to complain on their dedicated line-0800 3169328- and genuinely thought I had, but was told today that I had not registered a formal complaint but rather had registered "an expression of dissatisfaction"- their words. You need to ring this line to register a formal complaint and get a ref. no. for that complaint otherwise like me you`ll end up back at square one. I`m having a similar problem with changing from Scottish Power for a small business,(this time going back to 30th November) and again wanted to register a complaint on a dedicated line- the operative just kept on promising this would be dealt with etc etc and I almost had to spell the word complaint and reference number before I could get him to escalate this. My guess is these 2 companies are deliberately saying anything to you in order to confuse you into not registering a formal complaint, probably to meet some target.
Good luck!

ellie99

Grimbal wrote: »

: will write a follow up letter, although I do have a complaint reference number, so I hope it implies that the 8 week clock is ticking....

I registered my complaint only over the phone, and got a reference number. After 8 weeks nPower sent me a letter telling me 8 weeks were up, and I could now go to the ombudsman, so I assume that as long as you've got the complaint number your clock is ticking.

I spent another happy half hour on the phone to them yesterday...being assured I could call them any time and they'd do whatever they could to resolve things blah blah blah...apparently I should be reassured that my requests have been sent to the correct teams, even though nothing is actually happening.
As well as not getting bills for a year, I also need a new meter as the old one is faulty, but they have no idea how long it will take to get someone to replace the meter...9 weeks and counting...

Consumerist

Andycapp wrote: »

. . . I attempted to complain on their dedicated line-0800 3169328- and genuinely thought I had, but was told today that I had not registered a formal complaint but rather had registered "an expression of dissatisfaction"- their words. . .

It looks as though npower are deliberately manipulating their complaints figures. You should escalate your complaint to the Ombudsman and bring this attempted manipulation to their attention.