NPOWER - disgusting service

Jonesy88

Hello all,

I'm trying to get npower to resolve a metering problem and really having no luck. As background our house had a meter removed in 2013 and an mpan de-energised. This should have signalled a change from a multi mpan site to a standard but it didn't.

I moved into the property in Jan and after several frustrating phone calls asked to make a complaint on the 26th jan. Nothing happened, instead they gave an estimated metering resolution date of JUNE 2015. 3 weeks ago I again tried to make a complaint, to date nothing has happened. This week I asked for a manager call back, surprise surprise, nothing happened.

Can I go to the ombudsman as npower have had their 8 weeks to resolve my complaint? Even though they won't even accept I have one?

With the multi mpan issue hanging over us we cannot freely move supplier, I feel trapped by them.

naedanger

Jonesy88 wrote: »

Can I go to the ombudsman as npower have had their 8 weeks to resolve my complaint? Even though they won't even accept I have one?

Yes. But it will obviously help if you have evidence of when you first complained otherwise npower may dispute the date you first complained. (If you only made the complaint by phone you can, for a £10 fee, get hold of all your records including telephone calls, which should hopefully back up your claim.)

You should add to your complaint a further complaint that npower did not follow their own complaint handling process, which is a further significant failure.

HUMBUG

Jonesy88 wrote: »

Hello all,

I'm trying to get npower to resolve a metering problem and really having no luck. As background our house had a meter removed in 2013 and an mpan de-energised. This should have signalled a change from a multi mpan site to a standard but it didn't.

I moved into the property in Jan and after several frustrating phone calls asked to make a complaint on the 26th jan. Nothing happened, instead they gave an estimated metering resolution date of JUNE 2015. 3 weeks ago I again tried to make a complaint, to date nothing has happened. This week I asked for a manager call back, surprise surprise, nothing happened.

Can I go to the ombudsman as npower have had their 8 weeks to resolve my complaint? Even though they won't even accept I have one?

With the multi mpan issue hanging over us we cannot freely move supplier, I feel trapped by them.

Hi - there
Its virtually useless getting NPOWER to resolve complaints quickly (even going via Ombudsman). Email your MP , tell him/her that many other customers are waiting years for complaints to get resolved. Tell him/her that you would rather he/she raise the issue on your behalf. You will no doubt find that your local MP will be very obliging considering that there is a general election looming. He/she will forward your written complaint to NPOWER's exec office and you will be given a single point of contact to try and resolve your issue. Give it a try if you can't afford to wait several months and push for a goodwill compensation if any financial loss caused by their delays (and don't accept their 'food hamper' as an adequate level of compensation).

nPower

Jonesy88 wrote: »

Hello all,

I'm trying to get npower to resolve a metering problem and really having no luck. As background our house had a meter removed in 2013 and an mpan de-energised. This should have signalled a change from a multi mpan site to a standard but it didn't.

I moved into the property in Jan and after several frustrating phone calls asked to make a complaint on the 26th jan. Nothing happened, instead they gave an estimated metering resolution date of JUNE 2015. 3 weeks ago I again tried to make a complaint, to date nothing has happened. This week I asked for a manager call back, surprise surprise, nothing happened.

Can I go to the ombudsman as npower have had their 8 weeks to resolve my complaint? Even though they won't even accept I have one?

With the multi mpan issue hanging over us we cannot freely move supplier, I feel trapped by them.

Hi Jonesy88,

Thanks for your post.

I'm sad to hear that we've not updated the meter details straightaway. If you can send us an email using the details on our profile page, along with a photo of the meter that is still in the property, I'll make sure the other meter is updated to show as being removed.

Please mark in the header for my attention so I can make sure this is picked up for you.

Kind Regards

Jen