Add your feedback on energy supplier Iresa

poppellerant

I still haven't had a gas bill from Iresa, other than for standing charges. Apparently my usage is so low that the system fails my readings, as they are less than 20 units apart. So I probably won't get a gas bill until autumn or winter, when my heating comes on.

I'm a patient person, but even my patience is stretched thin. The advisors on the phone seem helpless, claiming that it is an external company failing the validations.

I think I will prepare a complaint and send it by signed for delivery. I think the process is that if no resolution is had within 28 days, I raise the matter to the ombudsman? Is this right?

macman

Just send it online via Resolver, much quicker. They won't respond anyway, and then after 8 weeks you can go to the Ombudsman.
If Ofcom have once again asked Iresa to suspend it's sales operations, barely 6 weeks after it was allowed to recommence, then it really is time that the regulator made a statement on this instead of pretending it isn't happening.
I had a ruling in my favour against them from the Ombudsman two weeks ago, but I have had no resolution or communication from Iresa as yet. So they have two weeks left to comply. Has anyone else won their complaint and actually had the issue resolved yet please?

footyguy

nigelbb wrote: »

Are Iresa in difficulties? They aren't taking on new customers according to their website http://www.iresa.co.uk/not-taking-new-orders/

...

No, Iresa are not in difficulties.

They have recebtly started taking on new customers again; that is an old link

Start at the beginning, here

http://www.iresa.co.uk/

Good luck!

footyguy

m0bov wrote: »

21st June and on 3rd and 4th July

Either its escalated or the case was just closed.

Well if it's escalated, then the complaint is not closed.

If you go into your online account, customer services, where you will see the issue logged, click on the issue and it will have the full history.

All suppliers (except SSE) have up to 8 weeks from receipt of complaint to fully resolve it. Thereafter, you can ask the ombudsman to assist you.

footyguy

m0bov wrote: »

They also told me the gas meter reading is done by external agent, but I don't have gas and they just closed the ticket.

I suggest you post the complete screen dumps of the issue and the replies.

Your summary posts don't seem to make much sense.
Perhaps if we were to see the full story we could assist you further?

footyguy

macman wrote: »

Just send it online via Resolver, much quicker. ...

How can they be any quicker.

All you are doing is going via a third party who will then advise the supplier of the complaint using the same suppliers complaint procedure.

:huh:

footyguy

poppellerant wrote: »

I still haven't had a gas bill from Iresa, other than for standing charges. Apparently my usage is so low that the system fails my readings, as they are less than 20 units apart. So I probably won't get a gas bill until autumn or winter, when my heating comes on.

I'm a patient person, but even my patience is stretched thin. The advisors on the phone seem helpless, claiming that it is an external company failing the validations.

I think I will prepare a complaint and send it by signed for delivery. I think the process is that if no resolution is had within 28 days, I raise the matter to the ombudsman? Is this right?

If you are not being billed for usage - then that is money in the bank so to speak.

Except you will be earning greater interest than any bank pays.

You can raise a complaint, and after 8 weeks take it to the ombudsman if not satisfied, I'm sure the the outcome will be to revert you to the terms and conditions you agreed to abide by when you accepted the supplier

poppellerant

footyguy wrote: »

If you are not being billed for usage - then that is money in the bank so to speak.

Except you will be earning greater interest than any bank pays.

You can raise a complaint, and after 8 weeks take it to the ombudsman if not satisfied, I'm sure the the outcome will be to revert you to the terms and conditions you agreed to abide by when you accepted the supplier

So are you saying I'm just wasting my time by posting a complaint?

youravinalarrrf

macman wrote: »

I had a ruling in my favour against them from the Ombudsman two weeks ago, but I have had no resolution or communication from Iresa as yet. So they have two weeks left to comply. Has anyone else won their complaint and actually had the issue resolved yet please?

I'm still waiting for a proposed resolution from the Ombudsman in the case I raised re my complaint about the incorrect calculation of Calorific Value and the complaint being totally ignored by Iresa. Up until today the Ombudsman case file had been stating "Gathering Information" no doubt they've been waiting for a response from Iresa which probably never happened. Today I have been notified that the status of the case has changed to "Ready For Investigation" so we will see what the Ombudsman finally comes up with as a proposed resolution in due course.

I've also received a response from Ofgem re my formal complaint regarding their failure to take enforcement action to protect consumers. As you can see from the snippet below Ofgem are just not interested in taking any formal enforcement action against Iresa preferring to take the softly softly approach instead. I'm guessing that the lack of a formal investigation by Ofgem is probably down to their own preplanned workload and a lack of manpower and resources within Ofgem itself - in other words they just can't be bothered and they will only take action when it suits them. :mad:

I can assure you that we are taking your complaint seriously and are engaging with Iresa on this matter. I am unable to provide you with any more details however.

As this has already been ongoing on for over 6 months there's no doubt that Iresa are continuing to laugh in Ofgem's face. Needless to say this has been fired straight back at Ofgem to go to the next stage of their complaints procedure as being a totally unacceptable response. From a consumer perspective if Ofgem make the rules then they must also be prepared to strictly enforce them when the need arises.

footyguy

poppellerant wrote: »

So are you saying I'm just wasting my time by posting a complaint?

Not necessarily as it depends on what will be the basis of your complaint

... and what, if anything, the terms and conditions you agreed to have to say on that matter