Making a complaint about an energy company

lee8040

If you need to make a complaint about a problem with an energy company who would you speak to? I have had an issue with co op energy group for almost 2 years which they always say they will fix but don't. I'm sick of phoning and the issue not getting resolved so want to take it further

Thanks

CarolineM61

google energy ombudsman. They tell you how to complain on their site. good luck!

Boznap

Please be advised, the energy ombudsman (run by Ombudsman Services) is a toothless tiger. I received my decision today and was told my complaint, which took Scottish Power a year and a half to resolve and which was upheld on all levels, was worthy only of a £100 good will gesture, despite the time/effort/distress/inconvenience I encountered.

£100 is the maximum you might expect to receive. They are HIGHLY unlikely to pay any more and indeed I have wasted a large amount of time pursuing my complaint. I was offered £50 by Scottish Power. I should have taken it and saved myself a whole lot of hassle. In my own experience, it was a complete and utter waste of time and their approach, again in my experience, tarnishes the whole Ombudsman sector.

macman

Ombudsman will not consider a complaint until you have been through the supplier's own complaints procedure and either waited 8 weeks without resolution/response, or received a deadlock letter. To make a complaint you need to write (not phone, email, text or post on Facebook) headed 'complaint'. That starts the clock ticking with the ball in their court, if you'll forgive the mixed metaphors.

FOREVER21

macman wrote: »

Ombudsman will not consider a complaint until you have been through the supplier's own complaints procedure and either waited 8 weeks without resolution/response, or received a deadlock letter. To make a complaint you need to write (not phone, email, text or post on Facebook) headed 'complaint'. That starts the clock ticking with the ball in their court, if you'll forgive the mixed metaphors.

Agree with above but,
A complaint can be made to your supplier bye-mail and if no response after 8 weeks the Ombudsman will accept your complaint and ask for a copy of your e-mail.


They are in the process of dealing with my complaint following an e-mail to my supplier.

footyguy

lee8040 wrote: »

If you need to make a complaint about a problem with an energy company who would you speak to? I have had an issue with co op energy group for almost 2 years which they always say they will fix but don't. I'm sick of phoning and the issue not getting resolved so want to take it further

Thanks

All explained here:
https://www.cooperativeenergy.coop/customer-service/making-a-complaint/

FOREVER21

footyguy wrote: »

All explained here:
https://www.cooperativeenergy.coop/customer-service/making-a-complaint/

You obviously have not had dealings with the co-op energy.

Their web site along with their advertising says all the right things, but trying to get any positive action from them is another matter.
In my case after a year, numerous problems I was only too pleased to leave them, and now after 5 months I still have not had a final bill despite many requests.

Don't take my word for it go to the forum Feedback Co-op Energy.

footyguy

FOREVER21 wrote: »

You obviously have not had dealings with the co-op energy.

Their web site along with their advertising says all the right things, but trying to get any positive action from them is another matter.
In my case after a year, numerous problems I was only too pleased to leave them, and now after 5 months I still have not had a final bill despite many requests.

Don't take my word for it go to the forum Feedback Co-op Energy.

You have to follow that procedure - it tells you how you can ask the independent ombudsman to assist you ... but only after you have given the supplier the opportunity to resolve the complaint first.

This is common no matter which energy supplier you use.

However, as it appears the OP may have failed to follow this procedure, then they may not be able to take advantage of the ombudsman service as I fear they may now be timed out.

Boznap

footyguy wrote: »

...they may not be able to take advantage of the ombudsman service .

There seriously is not much advantage to be had by taking your complaint to the Ombudsman Lee, but good luck if you do and let us know what result you get!