Advice on npower not meeting Ombudsman's deadline

Kookie_44

Both I and npower agreed to the Ombudsman's Final Decision and npower was given 28 days to contact me with their remedy (in this case, a letter of apology and a repayment plan, taking into account my ability to pay). This they have not done. Does this mean the case can be dismissed and I do not have to pay the amount I owe to npower now. Thanks for any advice you can give me.

naedanger

Kookie_44 wrote: »

Both I and npower agreed to the Ombudsman's Final Decision and npower was given 28 days to contact me with their remedy (in this case, a letter of apology and a repayment plan, taking into account my ability to pay). This they have not done. Does this mean the case can be dismissed and I do not have to pay the amount I owe to npower now. Thanks for any advice you can give me.

I doubt it, unless this was explicitly stated as part of the agreement.

However I would only start the repayment plan once npower have given you a proper apology. This is something they seem to find very difficult. (Just read some of the npower rep responses on this forum and the absence of any apology is noticeable.)

Unfortunately I would not be surprised if npower now start harassing you for the payments you agreed while ignoring the fact that they have not kept their side of the agreement. I also doubt the Ombudsman will help with the implementation of their own ruling.

Kookie_44

Thought that would be the response, unfortunately. Think I will just wait then and hope they just never contact me again!! If they do though, I will insist on the apology before paying a penny. Their customer service has been terrible. Thanks for your advice and help. I will update this post if anything happens.

imho

I was told by Ombudsman if the Energy company doesnt keep to the 28 days call the Ombudsman and tell them what is happening.

cing0

Sit tight and wait for the full ombudsman remedy to be implemented by npower.
As said by others, the OS have nothing to do with enforcement.

Kookie_44

Sit tight or contact Ombudsman? What is best?

PotofTea

OS:Energy have a team that chase up remedies if they're not completed in 28 days - I'd give them a call and ask them to chase it for you

Hoof_Hearted

Go back to the Ombudsman. It's the way forward.

Kookie_44

Majority verdict seems to be for me to contact the Ombudsman, however I am thinking it is a good thing to wait as, firstly, npower may never contact me (probably wishful thinking!) and, secondly, the longer the process goes on, the more time I have to save up the money and be able to pay (I have to presume that I will have to pay in the end). Surely, all the Ombudsman will do is give npower a nudge and quicken the process up?

naedanger

Kookie_44 wrote: »

Majority verdict seems to be for me to contact the Ombudsman, however I am thinking it is a good thing to wait as, firstly, npower may never contact me (probably wishful thinking!) and, secondly, the longer the process goes on, the more time I have to save up the money and be able to pay (I have to presume that I will have to pay in the end). Surely, all the Ombudsman will do is give npower a nudge and quicken the process up?

I think your approach seems fine. (I also think it is wishful thinking that npower will forget.)

If npower ask for payment before giving you an apology email them explaining you will start the payment plan as soon as they send you a proper apology. I would only contact the Ombudsman if npower start harassing you for payment while ignoring your request for an apology.

Kookie_44

Thanks so much everyone for your advice, it's been a worrying time trying to sort all this out and npower don't seem to care about their customers. (I am with someone else now).