What is reasonable - compensation?

Doobop

I'd just like a bit of advice - I'm in the middle of an ongoing dispute with Npower - probably a year ago they sent me a bill for £2955.89 - gave me a bit of a shock, rang them up and they said not to worry, probably the meter had been replaced (it had) so they would recalculate ad get in touch. I had to ring 2 more times, both times they assured me they would sort it. Eventually I emailed the complaints team to say I still hadn't had my revised final bill. They sent me a bill for £2955.89 but offered for me to spread the cost through direct debits! More emails later and they have decided I owe them about £55.
I pressed them about some sort of recompense for the inconvenience and suggested the least they could do would be to wipe the balance clear. Apparently they 'can't' do this but would like to offer me £25 off the balance.


I just think this is a bit pathetic and in no way makes up for their mistake - what if I was elderly or vulnerable and I had just paid that bill? However I'm busy, and don't really feel like going through the Ombudsman - I imagine doing the paperwork is time consuming.


What I wonder is, what's reasonable for me to ask for from N power? Was £55 really unreasonable?


Reps from Npower I am happy for you to sort this out if you are reading!

JJ_Egan

NPower say £25 is reasonable you say £55 is reasonable .
I say £ is reasonable .

naedanger

Doobop wrote: »

I'd just like a bit of advice - I'm in the middle of an ongoing dispute with Npower - probably a year ago they sent me a bill for £2955.89 - gave me a bit of a shock, rang them up and they said not to worry, probably the meter had been replaced (it had) so they would recalculate ad get in touch. I had to ring 2 more times, both times they assured me they would sort it. Eventually I emailed the complaints team to say I still hadn't had my revised final bill. They sent me a bill for £2955.89 but offered for me to spread the cost through direct debits! More emails later and they have decided I owe them about £55.
I pressed them about some sort of recompense for the inconvenience and suggested the least they could do would be to wipe the balance clear. Apparently they 'can't' do this but would like to offer me £25 off the balance.


I just think this is a bit pathetic and in no way makes up for their mistake - what if I was elderly or vulnerable and I had just paid that bill? However I'm busy, and don't really feel like going through the Ombudsman - I imagine doing the paperwork is time consuming.


What I wonder is, what's reasonable for me to ask for from N power? Was £55 really unreasonable?


Reps from Npower I am happy for you to sort this out if you are reading!

I agree that £55 is reasonable, and I think you would get that if you took your case to the Ombudsman. It would not involve much more work than the post you have just drafted. Put that in an email to npower. In addition in your email state that if they do not agree within 8 weeks, and you are forced to take your case to the Ombudsman, you will be seeking a further £25 for the extra work involved. Then wait eight weeks and complain to the Ombudsman, seeking £80.

(If npower try any stalling tactics just refer to your initial complaint saying they have said nothing that changes your view that £55 is the least you believe is reasonable and that if they don't resolve the matter you will take the case to the Ombudsman.) When it gets to the Ombudsman, the Ombudsman will give npower a chance to settle before the Ombudsman considers that case. At that point npower will almost certainly settle.

Don't worry about crafting your complaint to either npower or the Ombudsman since the amount you are seeking is so small.

The email address for npower complaints is: complaints@npower.com

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

Don't be surprised if you get no response from npower. If you don't get any response after 2 weeks, forward your original email to the same address with a chaser. Then after a further 6 weeks go to the Ombudsman without delay.

undaunted

Much as I think Npower often are personally I don't think you've had that much of a loss & far less inconvenience than some. Therefore I'd probably have taken the £25, paid the £30 balance & moved on.


If you want to take naedangers advice & try the ombudsman you've nothing to lose & it may cost Npower much more than £55. Hence, you could try writing to them, rejecting their offer and stating this is your intention unless you hear from them within x days with a satisfactory resolution but if you do end up having to go to the ombudsman will your additional inconvenience / time in doing so really be worth arguing over £30 to you?

nPower

Doobop wrote: »

I'd just like a bit of advice - I'm in the middle of an ongoing dispute with Npower - probably a year ago they sent me a bill for £2955.89 - gave me a bit of a shock, rang them up and they said not to worry, probably the meter had been replaced (it had) so they would recalculate ad get in touch. I had to ring 2 more times, both times they assured me they would sort it. Eventually I emailed the complaints team to say I still hadn't had my revised final bill. They sent me a bill for £2955.89 but offered for me to spread the cost through direct debits! More emails later and they have decided I owe them about £55.
I pressed them about some sort of recompense for the inconvenience and suggested the least they could do would be to wipe the balance clear. Apparently they 'can't' do this but would like to offer me £25 off the balance.


I just think this is a bit pathetic and in no way makes up for their mistake - what if I was elderly or vulnerable and I had just paid that bill? However I'm busy, and don't really feel like going through the Ombudsman - I imagine doing the paperwork is time consuming.


What I wonder is, what's reasonable for me to ask for from N power? Was £55 really unreasonable?


Reps from Npower I am happy for you to sort this out if you are reading!


Hi Doobop,

Thanks for posting, I'm sorry to hear you are experiencing problems with your npower account. I'll be happy to look into this for you, if you would like to send me an email (using the address from my profile) with your account details.

Thanks Vicky
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Doobop

Hooray! A week after emailing Vicky above, my bill has been wiped so I no longer owe anything and my account finally closed. Very glad.