Npower, thank you Martin Lewis

poplar56

We left npower in Sept but then got threatening letters which went from owing 47 pounds to nearly 300 pounds in a week.

We telephoned to be told we owed nothing and in fact got a back payment of nearly 30 pounds.

The threatening letters still came and another one saying they had changed our name but other details were the same. They threatened us with cut off when we had ended our DD and future credit problems. This was the week before Chrisstmas and we are pensioners, so it wasn't pleasant. So I decided to hit back.

Luckily, my daughter and son in law were in Sheffield when Martin and Saira did their road show on energy companies and rebates.

So when I wrote to complain, I mentioned this fact and if the letters didn't stop, I would telephone Martin about it. I emailed this to the executive complaints dept.

I missed their call back but received an email saying how sorry they were, they would send us £50 as a goodwill gesture and a flower arrangement arrived yesterday from npower saying Sorry, we got it wrong.

For those knocking their heads against the npower corporation complaints, do email to Chris Whitehead who handled our claim. I hope it happens for you too, I was gobsmacked so thought I might pass this tip on.

Good luck all.

bowlesbargain

Could you tell me the address you E Mailed I sent three E Mails about the problem Npower have caused me over a meter change and they do not reply to the E mails. See my post below.


Thanks

poplar56

Hi

The email address is on the npower website.

It is executive complaints and there is a form you can fill in.

The man who dealt with mine was Chris Whitehead so you could cc him but when I did that it didn't get sent. So maybe if you address it to him in the message, you might get a response.

However, I do think the Martin Lewis lever I used is what worked for me. My daughter and son in law also featured in the programme last night.

Give it a try.

naedanger

bowlesbargain wrote: »

Could you tell me the address you E Mailed I sent three E Mails about the problem Npower have caused me over a meter change and they do not reply to the E mails. See my post below.


Thanks

Npower's complaint process, with email addresses, is here:

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

If after 8 weeks, from the date of your first complaint, they have not responded to your satisfaction take your case to the Energy Ombudsman. (Sometimes npower won't respond at all within 8 weeks. If this happens you can still go to the Ombudsman after 8 weeks.)

You are best putting your complaint in an email unless you record all your calls. Otherwise you will not be able to evidence what has been said.

poplar56

The above post is not the same email address as I used.

It seems I can not add the email address as I am a newish member but will supply it if contacted privately.

naedanger

poplar56 wrote: »

The above post is not the same email address as I used.

It seems I can not add the email address as I am a newish member but will supply it if contacted privately.

That's interesting. Was the email address you used: executive.complaints@npower.com

This email address used to be in the link I posted, at least as far as I recall.

Npower now also have the following leaflet which seems to contain new email addresses:

http://www.npower.com/idc/groups/wcms_content/@wcms/documents/digitalassets/energy_services_putting_things.pdf

As far as I am concerned this leaflet is very poor as it does not mention the Energy Ombudsman. This is a significant omission as npower does not always answer emails within 8 weeks, nor does it tell customers their complaint might be time barred by the Ombudsman if it is not escalated within 9 months (I think). I blame the Ombudsman/regulator for this omission, as much as npower, as it should be a regulatory requirement.

poplar56

naedanger wrote: »

That's interesting. Was the email address you used: executive.complaints@npower.com

This email address used to be in the link I posted, at least as far as I recall.

Npower now also have the following leaflet which seems to contain new email addresses:

http://www.npower.com/idc/groups/wcms_content/@wcms/documents/digitalassets/energy_services_putting_things.pdf

As far as I am concerned this leaflet is very poor as it does not mention the Energy Ombudsman. This is a significant omission as npower does not always answer emails within 8 weeks, nor does it tell customers their complaint might be time barred by the Ombudsman if it is not escalated within 9 months (I think). I blame the Ombudsman/regulator for this omission, as much as npower, as it should be a regulatory requirement.

Yes, thanks, it was the one. Thanks for posting it.

Watching Martin this week, he called on behalf of a client and the outcome was he got £100 good will gesture as they caved in immediately they knew it was him.

I saw that email address and thought let's cut out the normal route and go the executive way with good results.

I wanted others who were having problems to try this too. I am now sitting with their cheque in front of me and hope others receive the same or better.