What is the point of the Energy Ombudsman?

chanz4

the issue with the ombudsman is that its broke, its broke because their is a lot of none genuine complaints clogging it. also suppliers do have staff in their helping out

Terry98

chanz4 wrote: »

the issue with the ombudsman is that its broke, its broke because their is a lot of none genuine complaints clogging it. also suppliers do have staff in their helping out

Are you sure?

Ofgem don't seem to think so.

'This is a research report for Ofgem by GfK NOP exploring why few consumers refer their complaint to the Ombudsman Services: Energy'

https://www.ofgem.gov.uk/publications-and-updates/complaints-ombudsman-services-energy-–-research-report

suzybloo

I am the same with scottish power, issues going back to August last year referred to the ombudsman in February and given the same spiel that it's technical problems so can't get a bill, but since they are trying to address the problem the ombudsman are powerless. I am suppose to receive updates from scottish power every 28 days but that's not happening either. . I referred my issues to my MSP and the energy secretary for Scotland and have had some movement in that I am suppose to be getting manually calculated bills..... Haven't got them yet though. Bend the ears of all your MP's, energy secretary etc fortunately we can stand up and speak for ourselves but I wonder how many customers don't know which way to deal with things? I was told by the complaints department two weeks ago there were only 10 customers affected. My Reply was rather scathing finishing with go and look at MSE and you will see that these figures are lies!

imho

Ha ha only 10 people!I am having the same problem as you with having no bills and my complaint is going through the Ombudsman which i can see will result in still nothing sorted.
Going to my local MP if that happens.
Oh they tried to give me a manual bill and same as you never worked.
What crazy loss making system are they running at SP,you think by now they would have sorted it out.

staggered

chanz4 wrote: »

the issue with the ombudsman is that its broke, its broke because their is a lot of none genuine complaints clogging it. also suppliers do have staff in their helping out

Judging by the correspondence I've just received from the Ombudsman, they've sub-contracted their complaints work to the local primary school.

The letter was completely unintelligible, littered with basic spelling and grammar mistakes. I would be ashamed if my 9 year old had written it.

cing0

suzybloo wrote: »

I am the same with scottish power, issues going back to August last year referred to the ombudsman in February

The issue people have is with this standard licensing condition which the ombudsman does not enforce. You need to bring your complaint to Ofgem about not getting a final bill within 6 weeks of stopping supply. That’s what the regulator is for
(see 27.17 of http://legislation.data.gov.uk/en/uksi/2011/2704/schedule/7/part/3/made/data.htm).

This is clear as the Ombudsman services produce statistics out of complaints which takes years so no shenanigans can be seen without direct communication with the regulator.

Email Angela.Pascoe (-AT-) ofgem.gov.uk and tell Ofgem you are bringing this regulatory issue to them as its not the Ombudsmans job. Don't be fobbed off. More details are at

http://www.ofgem.gov.uk/ofgem-publications/37567/enforcement-guidelines-2012.pdf

In summary you have to say

A) You've not had a final bill from the supplier.
The result of this is the company has got your money or the account is outstanding
C) Law/license condition broken is 27.17.