Complaint and Ombudsman

yoshiyella

Dear All,

In November 2014 I transferred my gas and electric from Energy Provider A to Energy Provider B.

In December 2014 Energy Provider B told me that Energy Provider A was trying to take back the gas. I called them up and they assured me no such thing was happening. So back to my new provider and they assured me that it was and to give Energy Provider A the serial number for the meter itself. Again, I did this and again I was assured no such transfer was happening. Called back my supplier and they said they would reject it anyway.

In January 2015, surprise surprise, Energy Provider A did take back the gas supply. No word from them about it. No word from my provider about it.

By chance I found this out and called and called and called and called and...... well you get the picture! Over 150 hours spent on the phone to the two providers.

My new provider has admitted they did make errors in not rejecting and that they tried to take the gas supply back over a course of 7 months but each attempt either the paperwork had been filled incorrectly or Energy Provider A plain flat rejected.

It took me the whole of 2015 to get the gas back to the right supplier.

I have been lied to repeated by Energy Supplier A on top of them in my opinion stealing the right to supply gas and not erroneously. They have been hard to get through to and when you do get through have been difficult and obstructive. A final thing is that for the past year they have been harassing me by sending me final bills based on an estimate despite a previous complaint already setting the final bill and payment being made.

Now, Energy Provider B (my new one) has said admitted 25% blame and offered £50 gesture of goodwill.

Energy Provider A hasn't admitted to anything and offered at first £25 but then £50 gesture of goodwill.

Personally, this is a disgusting offer as I have had to do the jobs of both companies wasting 200+ hours of my time on something fairly straightforward.

My issue - the Ombudsman only ever settle these at £75 which I believe wholeheartedly in smaller situations reasonable and fair - in my situation I believe that I should receive significant compensation and not a gesture of goodwill!

Anyone know if I should take this further than the Ombudsman and if so would it be the small claims court and through as many papers as possible or another suggestion?

Thanks for anyone who just read all of this and please do ask any questions as I have so much information but have tried to be as succinct as possible! :beer:

Cardew

The Ombudsman isn't really interested in cases like yours. As you indicate they will just make a 'routine' award in the range of £50 to £100.


The problem you, and many of us have faced, isn't you haven't really lost money. The frustrating hours on the phone will not normally be considered for compensation.


You can obviously go to the Small Claims court. However I suspect you have very little chance of success. The same criteria will apply - what is your financial loss?


Sorry!

footyguy

yoshiyella wrote: »

Dear All,

In November 2014 I transferred my gas and electric from Energy Provider A to Energy Provider B.

In December 2014 Energy Provider B told me that Energy Provider A was trying to take back the gas. I called them up and they assured me no such thing was happening. So back to my new provider and they assured me that it was and to give Energy Provider A the serial number for the meter itself. Again, I did this and again I was assured no such transfer was happening. Called back my supplier and they said they would reject it anyway.

In January 2015, surprise surprise, Energy Provider A did take back the gas supply. No word from them about it. No word from my provider about it.

By chance I found this out and called and called and called and called and...... well you get the picture! Over 150 hours spent on the phone to the two providers.

My new provider has admitted they did make errors in not rejecting and that they tried to take the gas supply back over a course of 7 months but each attempt either the paperwork had been filled incorrectly or Energy Provider A plain flat rejected.

It took me the whole of 2015 to get the gas back to the right supplier.

I have been lied to repeated by Energy Supplier A on top of them in my opinion stealing the right to supply gas and not erroneously. They have been hard to get through to and when you do get through have been difficult and obstructive. A final thing is that for the past year they have been harassing me by sending me final bills based on an estimate despite a previous complaint already setting the final bill and payment being made.

Now, Energy Provider B (my new one) has said admitted 25% blame and offered £50 gesture of goodwill.

Energy Provider A hasn't admitted to anything and offered at first £25 but then £50 gesture of goodwill.

Personally, this is a disgusting offer as I have had to do the jobs of both companies wasting 200+ hours of my time on something fairly straightforward.

My issue - the Ombudsman only ever settle these at £75 which I believe wholeheartedly in smaller situations reasonable and fair - in my situation I believe that I should receive significant compensation and not a gesture of goodwill!

Anyone know if I should take this further than the Ombudsman and if so would it be the small claims court and through as many papers as possible or another suggestion?

Thanks for anyone who just read all of this and please do ask any questions as I have so much information but have tried to be as succinct as possible! :beer:

The ombudsman doesn't usually award compo. Losses yes, compo no.
They ask what your complaint is and how you would like it resolved, and strive to achieve it (if reasonable).

As I understand it, you switched supplier ... and you are now with that new supplier which is what you wanted.

Not sure why you are considering taking this to the ombudman - I would have snatched the hand off any supplier who is also offering money in the circumstances.

Edit: BTW, as I understand it (I'm currently going through an Erroneous Transfer), when a losing supplier asks for the supply back, the currently supplying supplier must agree to make it happen - so I would suggest your supplier of choice is probably a little more than 25% responsible if the above story is correct.