What is the point of the Energy Ombudsman?

staggered

Genuine question ....

I moved home last December, provided Scottish Power with meter readings and waited for a final bill.

I didn't get one so I chased. And chased. And chased. I finally got a "final bill" in February. It was wrong. I pointed out the error and was promised a revised bill. A couple of weeks later it arrived. It wasexactly the same as the last bill. Still wrong.

I complained to the Energy Ombudsman. It's taken months to get a "resolution" from them. Their resolution is ... Scottish Power have got technical problems preventing them producing bills. So, the Ombudsman will ask them to apologise to me and send me a bill when they can. "We can't force them do something they're not able to" they said.

I thought the Ombudsman would base their resolution on what Scottish Power OUGHT to do, and leave Scottish Power to work out HOW they do it? Otherwise, what incentive is there for Scottish Power to resolve their problems?

It feels like, having wasted months chasing Scottish Power, I've wasted further months chasing the Energy Ombudsman.

Farway

The energy ombudsman were deliberately set up as toothless watchdogs under Maggie Thatcher's privatisation of the state run company sell offs

Be careful what you wish for

Bluebirdman_of_Alcathays

Farway wrote: »

The energy ombudsman were deliberately set up as toothless watchdogs under Maggie Thatcher's privatisation of the state run company sell offs

Be careful what you wish for

Factwatch!

The ombudsman was set up in 2002. OFGEM are the regulator/watchdog.

Terry98

staggered wrote: »

Genuine question ....

I moved home last December, provided Scottish Power with meter readings and waited for a final bill.

I didn't get one so I chased. And chased. And chased. I finally got a "final bill" in February. It was wrong. I pointed out the error and was promised a revised bill. A couple of weeks later it arrived. It wasexactly the same as the last bill. Still wrong.

I complained to the Energy Ombudsman. It's taken months to get a "resolution" from them. Their resolution is ... Scottish Power have got technical problems preventing them producing bills. So, the Ombudsman will ask them to apologise to me and send me a bill when they can. "We can't force them do something they're not able to" they said.

I thought the Ombudsman would base their resolution on what Scottish Power OUGHT to do, and leave Scottish Power to work out HOW they do it? Otherwise, what incentive is there for Scottish Power to resolve their problems?

It feels like, having wasted months chasing Scottish Power, I've wasted further months chasing the Energy Ombudsman.

I am in the same position as you.

Left SP and over three months later I am still awaiting the final bill( at least you got one after a couple of months).

I am awaiting the Ombudsman's comments although he has registered my complaint. No doubt he will give me a similar response to you!

imho

I am waiting for the Ombudsman as well and i dont think i will get what i want which is a Bill and out of my contract.We need another organisation to look into what the Ombudsman is doing!

DaveTheMus

It was the energy ombudsman who pushed through that all customers must pay a standing charge.


All ombudsman' in every sector are there to stifle business and to keep some unemployable people in a job......

They are not there to help the consumer.

Bluebirdman_of_Alcathays

DaveTheMus wrote: »

It was the energy ombudsman who pushed through that all customers must pay a standing charge.


All ombudsman' in every sector are there to stifle business and to keep some unemployable people in a job......

They are not there to help the consumer.

Incorrect, it was the regulator. The ombudsman has almost no power.

naedanger

staggered wrote: »

What is the point of the Energy Ombudsman?

Genuine question ....

I think it is better having the current Ombudsman than having none at all. Since I am sure they help in some cases. However it would be much better if the Ombudsman had more powers, for example to impose daily penalties in cases, such as yours, where the supplier does not meet agreed deadlines.

I would be interested in knowing what action Ofgem is taking to improve service standards since it seems there is a long way to go. (My switch of supplier to npower is still not completed after 9 months, lots of letters, complaints to the Ombudsman etc. I get the impression this is not particularly unusual either.)

DaveTheMus

Bluebirdman_of_Alcathays wrote: »

Incorrect, it was the regulator. The ombudsman has almost no power.

Is that not the same thing?

Bluebirdman_of_Alcathays

DaveTheMus wrote: »

Is that not the same thing?

No. The ombudsman is private sector, employed by companies to resolve disputes. The regulator is an organ of the state.

Terry98

Bluebirdman_of_Alcathays wrote: »

No. The ombudsman is private sector, employed by companies to resolve disputes. The regulator is an organ of the state.

Thanks for that I didn't know the difference until you explained it.

I looked into it a little further and found this https://www.ofgem.gov.uk/publications-and-updates/complaints-ombudsman-services-energy-–-research-report

It's interesting to see one of the conclusions was 'research suggests that consumers become worn out by the whole complaints process and disengage from it. Other priorities take over and the customer takes no further action in respect of the complaint'

I wonder why? Perhaps the consumer knows he is banging his head against a brick wall.

Also, it doesn't look like any of the results from the working group last February have had any influence whatsoever.