Awaiting Npower compliance with Ombudsman & switching

amberrye

After a year of an ongoing complaint, the Ombudsman have finally decided that Npower must:

• Send us a written apology
• Pay £100 compensation
• Obtain correct meter readings
• Produce an accurate bill
• Allow us to switch supplier without penalty
• Allow us to pay back 12 months worth of energy via a payment plan taking into account current usage

Stating this all should be implemented within 28 days.


The clock is ticking and we are waiting for Npower to do the above.


Is there anything that can stop us switching to another supplier in the meantime? After a year's worth of stress and constant chasing up, we can hardy wait. Although we aren't delighted with the Ombudsman's decision as felt it too lenient on Npower, and in no way recognises the stress that has been caused, we just want to leave Npower as soon as we can.


What if Npower don't do all the above within 28 days; will we have to hold off on a new supplier/can Npower stop us from switching if due to their fault they cannot implement all of the above in time?


We have already instructed another supplier but fear, even though the switch should happen well after the 28 day period, it may not all be sorted by then, due to no fault of our own.

naedanger

amberrye wrote: »

After a year of an ongoing complaint, the Ombudsman have finally decided that Npower must:

• Send us a written apology
• Pay £100 compensation
• Obtain correct meter readings
• Produce an accurate bill
• Allow us to switch supplier without penalty
• Allow us to pay back 12 months worth of energy via a payment plan taking into account current usage

Stating this all should be implemented within 28 days.


The clock is ticking and we are waiting for Npower to do the above.


Is there anything that can stop us switching to another supplier in the meantime? After a year's worth of stress and constant chasing up, we can hardy wait. Although we aren't delighted with the Ombudsman's decision as felt it too lenient on Npower, and in no way recognises the stress that has been caused, we just want to leave Npower as soon as we can.


What if Npower don't do all the above within 28 days; will we have to hold off on a new supplier/can Npower stop us from switching if due to their fault they cannot implement all of the above in time?

If Npower don't do what they are required to do within 28 days (and they may not) then submit a new complaint. If Npower stop you from moving then they will be liable for any monetary loss.

We have already instructed another supplier but fear, even though the switch should happen well after the 28 day period, it may not all be sorted by then, due to no fault of our own.

By the way, in my experience, the Ombudsman does not care if their decision is not implemented by Npower, nor do they care if Npower fiddles its complaint statistics by saying complaints have been resolved when they have not.

amberrye

We received a letter today (only a standardised reply) reiterating the Ombudsman's points and they will keep us updated every 28 days and stating a generic apology!


Nothing individual to our case and nothing stating they are endeavouring to get the issues sorted within 28 days.


Guess we may be in for the long haul again.

naedanger

amberrye wrote: »

We received a letter today (only a standardised reply) reiterating the Ombudsman's points and they will keep us updated every 28 days and stating a generic apology!


Nothing individual to our case and nothing stating they are endeavouring to get the issues sorted within 28 days.


Guess we may be in for the long haul again.

If they miss the 28 day deadline put in a new complaint, being that they have failed to implement the Ombudsman's remedy in the agreed timescale for no good reason. Seek compensation for this further failing (if it happens). Insist on it being treated as a separate matter that is in addition to their previous failures.

Their own statistics say they have no ombudsman complaints outstanding after 28 days:

https://www.npower.com/home/customer/#tab-2

amberrye

Thanks for the reply.


Yes submitting another complaint is a good idea, though I am not sure right now that I have the energy to, after trying to get things put right for so long. It's been hard work.


Surprising statistics on their site!!!