Severn Trent Water Issue

warren_Laser

Hi,

I was wondering if i could get some advice around a complaint i have with severn trent water.

Around 2 years ago i moved out of my previous property flat 2 and moved next door into flat 1 as it was bigger. When i moved in i used the Severn trent water's online swtiching service to update my details. From that point i was then getting charged normally for my new property flat 1.

Then, around a month ago i noticed on my credit file i had 2 years worth of defualt payments to severn trent water, which as you could imagine has totally ruined my credit file. I work for a financial company, which means i have to have a good credit rating otherwise i could lose my job.

I then called Severn Trent, who said that my neighbours have been getting free water in my name for 2 years. the advisor who i spoke to also said its strange that they have not taken me to court.

Since then, they have agreed to amend my credit file and offered me £20 compensation, which i have declined and raised a formal complaint.

I was just wondering though, what are my rights regarding this, and how much compensation am i entitled too? Because of this i have also been declined for a credit card and even car finance.

Your help would be greatly apperciated.

Thank you

GingerBob_3

warren_Laser wrote: »

Hi,

I was wondering if i could get some advice around a complaint i have with severn trent water.

Around 2 years ago i moved out of my previous property flat 2 and moved next door into flat 1 as it was bigger. When i moved in i used the Severn trent water's online swtiching service to update my details. From that point i was then getting charged normally for my new property flat 1.

Then, around a month ago i noticed on my credit file i had 2 years worth of defualt payments to severn trent water, which as you could imagine has totally ruined my credit file. I work for a financial company, which means i have to have a good credit rating otherwise i could lose my job.

I then called Severn Trent, who said that my neighbours have been getting free water in my name for 2 years. the advisor who i spoke to also said its strange that they have not taken me to court.

Since then, they have agreed to amend my credit file and offered me £20 compensation, which i have declined and raised a formal complaint.

I was just wondering though, what are my rights regarding this, and how much compensation am i entitled too? Because of this i have also been declined for a credit card and even car finance.

Your help would be greatly apperciated.

Thank you

A couple of issues here:


Severn Trent have screwed up, it would seem, so don't accept their insulting £20 "compensation". If you've suffered any real loss or hardship then it's maybe worth seeing a solicitor about it.


But here's the big one:


Water companies have only recently starting reporting your accounts to the credit reference agencies, after having been seduced to do so by the agencies. They do so without your permission, and even threaten to carry out credit checks without your permission. Note: you do not have a contract with the water company.


Write to them banning them from carrying out further credit checks. Unfortunately due to lax regulation they are allowed to report your accounts. However, you can make it difficult for them to do so:


When you move, don't tell them your previous address.


Don't provide identifying information such as full name and especially not date of birth.


Let them know you as "the occupier", or at best surname only (no title or initial)


Don't use online systems to sign up to a new account. Do everything in writing, giving just your surname and date of occupancy - that's all! Ideally pay by standing order, then they don't even have details of your bank account.


You cannot trust these organisations not to compromise your ability to obtain credit, or in your case, a job.

warren_Laser

Thank you for your quick reply.

do you really think i should go to a solicitor? I prefer not to go down that route in all fairness as i could imagine that could become quite costly?

And in terms of compensation, what would you think is resonable for this type of complaint?

im only asking as i dont want to accept a low amount when technically, i could get alot more.

Thank you again.

GingerBob_3

warren_Laser wrote: »

Thank you for your quick reply.

do you really think i should go to a solicitor? I prefer not to go down that route in all fairness as i could imagine that could become quite costly?

And in terms of compensation, what would you think is resonable for this type of complaint?

im only asking as i dont want to accept a low amount when technically, i could get alot more.

Thank you again.

It depends on your losses (if any). There have been recent cased where £1000's have been awarded, but these are rare. Perhaps find a solicitor who does a low price 30 minute consultation for some initial advice. In any event £20 is way off the mark and you should be thinking of at least a few hundred.

warren_Laser

okay brilliant.

Thank you for you help.

MothballsWallet

Personally, warren, I'd raise a complaint with Severn Trent Water (STW) and follow their complaints process to begin with.

I'd also look at the websites for the Consumer Council for Water and Ofwat and see what they say about what to do when/if you're unhappy with STW's response.

Disclaimer: I used to work for STW until February 2015.

Cardew

As a general principle you need to quantify your loss in monetary terms if you are seeking a large sum in compensation. In your case the black mark has been removed from your record.


You wouldn't lose your job for a bad credit record when you can easily prove that Severn Trent were in error. Even the police and Officers in the Armed forces, where financial integrity is most important, don't just sack people in your circumstances.


Just reading the posts on MSE there are countless cases of people getting a black mark on their credit record when they are not a fault(or claim to be not at fault)


IMO your case, whilst annoying, is low down in the order of severity. You only 'noticed' the incorrect entry on your credit record and have surmised(wrongly IMO) what the effect might have been; and the mistake has been rectified.


By all means go for what you can get from ST as they, along with many other water/energy companies are too hasty in passing cases to Debt Collection/Credit Reference Agencies. However talk of getting solicitors is 'pie in the sky' IMO - after all what damage have you incurred?

samsmoot

Isn't the incorrect data a breach of the DPA? And actionable under Section 13?


http://www.macfarlanes.com/media/1279/court-of-appeal-awards-damages-for-breach-of-data-protection-act.pdf


https://ico.org.uk/for-the-public/compensation/

Cardew

Excellent.


If everyone took action when a 'black mark' was incorrectly applied to their credit record, perhaps companies wouldn't be so hasty in passing details to a DCA.

warren_Laser

Thank you ever so much for the information and help.

just a few questions though.

Samsmoot - How can the wrong doing on my credit file be a breach of DPA?

Cardew - In terms of damages, what would you class as damages? would that mean, stress, financial damages ie not having being accepted for credit?

Does anyone know what the complaint process is for water companies? As i know for anything financial i have to wait the full 8 week complaint process then i can go to the FOS but do water companies have a Similar process?



once again thank you for all the help guys.

Cardew

warren_Laser wrote: »

Thank you ever so much for the information and help.

just a few questions though.

Samsmoot - How can the wrong doing on my credit file be a breach of DPA?

Cardew - In terms of damages, what would you class as damages? would that mean, stress, financial damages ie not having being accepted for credit?

Does anyone know what the complaint process is for water companies? As i know for anything financial i have to wait the full 8 week complaint process then i can go to the FOS but do water companies have a Similar process?



once again thank you for all the help guys.

The link provided by Samsmoot gives an example of how there was breach of DPA.

Creation was a credit company which wrongly notified a
credit reference agency that Mr Halliday had, over a period
of 8 months, a sum of £1,500 owing to them without an
authorised credit limit. This was in breach of the DPA and
an earlier order of the County Court.
ŠŠ Mr Halliday did not suffer any direct financial loss as
a result and so was awarded nominal damages of £1.
However this meant that he was entitled to be awarded
compensation for distress.

A company cannot pass incorrect information to any organisation.

In your case having been 'declined for a credit card and even car finance.' did you not investigate the reason?

You are not 'entitled' to compensation, you have to put forward a case if not satisfied with ST's offer.