Who to address Npower complaint to

amberrye

Seeing they have already ignored 2 written complaints, I recently emailed through yet another complaint to the email address on their complaints contact page, but as of yet have not even an acknowledgement that it has been received.


I am going to post it as well. Does anyone know the best address/person to address official complaints to, for the best chance of receiving a reply (or even an acknowledgement would be something!)


Past complaints I have addressed to "Complaints Department" but this doesn't seem to be enough in even providing assurance that they have actually been read.

naedanger

amberrye wrote: »

Seeing they have already ignored 2 written complaints, I recently emailed through yet another complaint to the email address on their complaints contact page, but as of yet have not even an acknowledgement that it has been received.


I am going to post it as well. Does anyone know the best address/person to address official complaints to, for the best chance of receiving a reply (or even an acknowledgement would be something!)


Past complaints I have addressed to "Complaints Department" but this doesn't seem to be enough in even providing assurance that they have actually been read.

Npower's complaint process is here:

http://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

If it has been more than 10 working days since you sent your first complaint then proceed to stage 2 of their process. If they don't reply then after 8 weeks (from your first complaint) go to the Ombudsman.

My first complaint was only acknowledged properly at week 7.

I now have another complaint that is about 3 or 4 weeks in, with no acknowledgement. When it gets to 8 weeks I will go to the Ombudsman.

You could also email Ofgem (consumeraffairs@ofgem.gov.uk) to ask if npower's repeated failure to acknowledge your complaint is a breach of their licence condition. If it is then complain to Ofgem about npower's failure. However they will not intervene in your particular case, but might use your complaint as part of an investigation. However I suspect they will only investigate if they receive a lot of similar complaints.

whiteswan

This may help..........

https://forums.moneysavingexpert.com/discussion/5075819

Dave

amberrye

Thanks for the links.


I am going to address it to the person in Houghton-le-Spring; the previous unanswered complaints were sent to an address in Peterlee.


So guess this is worth a try!

nPower

amberrye wrote: »

Seeing they have already ignored 2 written complaints, I recently emailed through yet another complaint to the email address on their complaints contact page, but as of yet have not even an acknowledgement that it has been received.


I am going to post it as well. Does anyone know the best address/person to address official complaints to, for the best chance of receiving a reply (or even an acknowledgement would be something!)


Past complaints I have addressed to "Complaints Department" but this doesn't seem to be enough in even providing assurance that they have actually been read.

Hi amberrye,

If you could email us your account details using the email address on our profile we'd be more than happy to help resolve your complaint.

Thanks
Chris :-)

whiteswan

Don't let the NPOWER Representative lead you down a path away from making an official complaint - by all means do as he has asked - but DO put in an official complaint - and also copy it to the email addresses above and the name and address in the link to the other thread.

Dave

chanz4

the names I listed one is the head complaints manager who deals with the energy ombudsman

naedanger

whiteswan wrote: »

Don't let the NPOWER Representative lead you down a path away from making an official complaint - by all means do as he has asked - but DO put in an official complaint - and also copy it to the email addresses above and the name and address in the link to the other thread.

Dave

I completely agree. Always follow the official process in tandem to any other. That way the complaint can be taken to the Ombudsman if necessary with the least delay.

amberrye

Thank you for the responses.


(I am not sending anymore communication through email to Npower - had enough of that and their non responses)


The official written complaint is in the mail.

canary2211

I wrote to Complaints, with a copy to (text removed by MSE Forum Team) - CEO at the companys registered office, cc OFGEM and Ombudsman. OFGEM and Ombudsman replied by return (to say they couldnt do much at this stage). Then about 2 weeks later (on the deadline of thier complaints policy response time, I got an email response from [EMAIL="executive.complaints@npower.com"]executive.complaints@npower.com[/EMAIL] (text removed by MSE Forum Team) who very nicely resolved my issues and sent some goodwill money (known as FO Money in the trade).

What a shame it took four letters, endless calls, email and a particularly unhelpful and agressive exchange on Twitter before I got a decent resolution.

chanz4

its because they are untrained monkeys employed by capita