Energy co haven't complied with ombudsman - what next?

lizziesmum

To cut a long story short EDF have completely messed up my account and I've had numerous problems trying to resolve all the issues with them. I contacted the ombudsmen who found in my favour and gave them 28 days to sort everything out. The 28 days are up tomorrow and I've heard nothing from EDF. Does anyone know what happens next please?

Bluebirdman_of_Alcathays

Write a letter, recorded delivery stating they have two weeks to pay you monies owed. Include the cost of delivery to the invoice. If they don't pay up, take them to court.

https://www.gov.uk/make-court-claim-for-money/overview

Good luck.

undaunted

In theory they (unlike you) are obliged to comply with the Ombudsmans finding & you should get there in the end. You can now go back to the Ombudsman & complain that they haven't done so if you wish.

Aquamania

lizziesmum wrote: »

To cut a long story short EDF have completely messed up my account and I've had numerous problems trying to resolve all the issues with them. I contacted the ombudsmen who found in my favour and gave them 28 days to sort everything out. The 28 days are up tomorrow and I've heard nothing from EDF. Does anyone know what happens next please?

When you ask any ombudsman for assistance, the ombudsman will work with both aggrieved parties and then ultimately (if no mutually acceptable agreement can be reached) make recommendations/suggestions as to a resolution. It will be very specific, not just to sort matters out within 28 days.

You as the customer must first formally accept such proposed resolution. You are not obligated to, but if you don't the ombudsman will then usually wash their hands of the matter and leave it to you to sort out your differences with the supplier possibly using legal means.

If you accept the proposed resolution, then the ombudsman will require the service provider to abide by the descision. Normally they will monitor the situation to ensure the resolution is enacted as agreed.

If you feel this has not occurred, revert to the ombudsman - you will usually have a direct number of the named person who has been handling the problem for you.

cing0

If you have both accepted a investigation officers report, that becomes a final decision.

I think Ombudsman service (energy) final decisions are very different from FOS final decisions.
A FOS final decision is basically equivalent to an order to pay issued by the court and should be enforced without starting new proceedings.
An Ombudsman service / energy ombudsman final decision I think are essentially a liability to the customer in receipt of one and so needs to be treated like a debt when taking court action. Threaten EDF with court saying "In accordance to ministry of justice pre-action protocols, I am giving you 2 weeks to pay up before tacking court action".

Make sure you have evidence the final decision has been accepted before proceeding.
You could ask the Ombudsman to step in but it takes them between 1 and 10+ working days to reply to emails dependent on if they can be bothered.

Alex444

I had complaint upheld by Ombudsman, they put specific conditions on First Utility to comply with.

They have not complied and I am in the same position as was 6 months ago, tried e-mailing Ombudsman, after 6 attempts and finally phoning contact was made.

They contacted First Utility who said they had complied and they were in contact with me (lie) to resolve the issues.

Ombudsman believed them and that is end of complaint, will have to go legal route now, Ombudsman, waste of time.