Avro Energy reviews: Give your feedback

rmtucker

Consumerist said:

rmtucker said:

. . . Oh well only the credit refund to fight over now.

In the circumstances, that could be interesting.

Well i would have thought the normal rules of compensation applies

They can blame the data collector or whoever they like but the buck stops with them!

Compensation

You won’t need to do anything if suppliers breach a standard and spot the issue. Compensation is automatic. You can report a claim too.

Suppliers have 10 working days from a breach to pay you. They could owe a further £30 if they don’t meet this timeline. Ofgem monitors supplier data to make sure they do this.

If you think an issue isn’t fixed or you haven’t been compensated, it’s best to contact your supplier to tell them. If you aren’t happy with their response, make a complaint.

Guaranteed standard	Compensation
Suppliers fail to agree if a switch is valid or erroneous within 20 working days of you telling either supplier.	£60 (£30 from each supplier)
Suppliers confirm the outcome of their investigation into an erreneous switch within 20 working days of you contacting them.	£30 by contacted supplier
Supplier restores connection to previous supplier within 21 working days of agreeing a switch is erreneous.	£30 by former supplier
Supplier refunds money owed on a credit balance within 10 working days of sending a final bill.	£30 by former supplier
Property switched by mistake.	£30 by new supplier
Switch completes with 15 working days.	£30 by new supplier
Supplier sends a final bill within six weeks of a switch.	£30 by former supplier
*Effective from 1 May 2019.

2010

All Ofgem seems to do is pass you on to someone else mainly CAB or Ombudsman.
If you`re owed money I posted earlier how to get it back.

Consumerist

2010 said:

All Ofgem seems to do is pass you on to someone else mainly CAB or Ombudsman.

That's because Ofgem doesn't deal with individual cases. They seem to act only if there is a widespread serious breach of their Licence Conditions. Any action they take is normally initiated by the likes of the Ombudsman and Citizens Advice.

Consumerist

rmtucker said:

Consumerist said:

In the circumstances, that could be interesting.

Well i would have thought the normal rules of compensation applies

 If I remember correctly, Ofgem requires suppliers to only provide statements at least once per year so I'm not sure what you are seeking to be compensated for. Bad customer service, however, may well qualify in normal circumstances but I'm not sure what applies during the covid-19 period.

rmtucker

This beggars the question,I left them yesterday.

But the direct debit is due on the 16th,So do i cancel it to stop the matter getting worse?

I am £270 in credit but pretty sure i owe them about £200 of this so this leaves a £70 refund.

So if i cancel the direct debit they should be able to pay via cheque at some point i would think?

Consumerist

rmtucker said:

This beggars the question,I left them yesterday.

But the direct debit is due on the 16th,So do i cancel it to stop the matter getting worse?

I am £270 in credit but pretty sure i owe them about £200 of this so this leaves a £70 refund.

So if i cancel the direct debit they should be able to pay via cheque at some point i would think?

If the switch has been confirmed for both fuels then I would suggest you cancel the DD. In my experience, cancelling the DD does not stop them crediting any refund to your bank account. I do this all the time and it's never stopped refunds being sent to my bank.

Gerry1

rmtucker said:

But the direct debit is due on the 16th,So do i cancel it to stop the matter getting worse?

I am £270 in credit but pretty sure i owe them about £200 of this so this leaves a £70 refund.

So if i cancel the direct debit they should be able to pay via cheque at some point i would think?

Probably makes sense because it's easier to stop the payment going out than trying to claim it back later, although there's always the option of reversing the DD if it wasn't justified.

However, beware that the computer is likely to switch you to an expensive Pay On Receipt of Bill tariff, so you may have to dispute the final bill.

Consumerist

I have always notified the old supplier that I have cancelled the DD, giving my reasons. e.g. credit balance will cover outstanding charges up to the switch date.

In the event that you need to dispute the bill, I would suggest you wait until you have received their refund before doing so. A disputed bill gives them just the excuse they need to delay payment of the refund until the dispute is resolved - and there's no telling how long that could take.

Edit

As an alternative, since you have a little time before your next payment is due, you could ask them to reduce the DD to zero. If they don't confirm the change to the DD before your next payment date then you can cancel it.

Telegraph_Sam

Not forgetting that, as I noted somewhere, the system says that the supplier has to give you advance notice of the D/D timing and amount which gives  you the opportunity to request a zero D/D. If they then go ahead with their original plan that puts them in default

Consumerist

Telegraph_Sam said:

Not forgetting that, as I noted somewhere, the system says that the supplier has to give you advance notice of the D/D timing and amount which gives  you the opportunity to request a zero D/D. If they then go ahead with their original plan that puts them in default

For my latest tariff change, Avro gave me just 5 days' notice of the new direct debit payments so that's obviously all the time they need to notify you.