Npower trying to bypass Ombudsman

amberrye

I have had an ongoing complaint with Npower for several months now.


They have failed to respond to formal complaints and eventually sent a standard letter saying I could go to the Ombudsman (which I was already in the process of doing anyway) as they had still not managed to resolve my complaint.


Now they are ringing "trying to come to some agreement", already going back on promises they have previously made with regard to payments etc.


Based on past telephone calls, I am reluctant to believe anything they say! I have asked them to state anything in writing as I do not trust telephone calls and certainly would not "agree anything" over the phone.


Why are they doing this? I thought it would now be down to the Ombudsman.


It seems though they were trying to get me to agree and drop the Ombudsman's involvement. Can Npower do this?

naedanger

amberrye wrote: »

I have had an ongoing complaint with Npower for several months now.


They have failed to respond to formal complaints and eventually sent a standard letter saying I could go to the Ombudsman (which I was already in the process of doing anyway) as they had still not managed to resolve my complaint.


Now they are ringing "trying to come to some agreement", already going back on promises they have previously made with regard to payments etc.


Based on past telephone calls, I am reluctant to believe anything they say! I have asked them to state anything in writing as I do not trust telephone calls and certainly would not "agree anything" over the phone.


Why are they doing this? I thought it would now be down to the Ombudsman.


It seems though they were trying to get me to agree and drop the Ombudsman's involvement. Can Npower do this?

As far as I am aware suppliers are permitted to make further offers, while your complaint is with the Ombudsman. But of course you don't need to accept any of their offers if you don't want to, and they cannot delay the Ombudsman.

boneofo

Send an email to [EMAIL="Kenneth.Radleydavies@rwenpower.com"]Kenneth.Radleydavies@rwenpower.com[/EMAIL] and state you will apply for an injunction if they don't stop.

chanz4

hes their company solicitor, however if the deals are in your favour go for it as long as in writing as the ombudsman will take forever

dogshome

Be aware that the Ombudsman will not investigate a complaint that is more than 12 months old, so that could be the reason why n'power are spinning the time out.

Best bet is to start the Ombudsman process today

amberrye

Thanks for the posts.


The complaint has been passed to Ombudsman Services: Energy which has been taken on, there seemed to be no other way to get anything on the way to being resolved.


I will wait if Npower put anything in writing, but highly doubt it based on past experience with them. They have told me fibs on several occasions verbally.


In the meantime will leave the matter with the Ombudsman.

Hoof_Hearted

Be aware, the Ombudsman service isn't exactly speedy...

chanz4

cant have it both ways, they are likely to withdraw there offer

amberrye

They haven't made an offer just said they were phoning "to come to some agreement" and also denying other issues what they have previously told me (lies from npower in general which is why I can't trust them).


Ironically telling me "this phone call is being recorded"


I said I wasn't going to comment or agree anything with them; certainly not over the phone, they can't be trusted to keep any agreements!


Such a joke of a company.

Consumerist

amberrye wrote: »

They haven't made an offer just said they were phoning "to come to some agreement" and also denying other issues what they have previously told me (lies from npower in general which is why I can't trust them). Ironically telling me "this phone call is being recorded"

I said I wasn't going to comment or agree anything with them; certainly not over the phone, they can't be trusted to keep any agreements!.

Other feedback on MSE suggests that npower habitually deems that complaints have been resolved when they haven't been resolved at all.

As said earlier, npower can continue to try to resolve the complaint whilst it is also being dealt with by the Ombudsman but be careful not to give them the excuse that you have refused to help to resolve the problem.

I think you are right to insist on written offers of resolution given that you have not, shall we say, "properly understood" previous verbal offers.