Add your feedback on energy supplier Iresa

poppellerant

rosy10 wrote: »

Thank you for all the replies. I was looking to just make a one off payment myself to clear the £20 debit balance, (not adjusting the DD). If I can't, so be it. I've instigated a switch. All fingers crossed the switch goes smoothly.

If you're prepared to wait in their queue, you can call and ask Iresa to take a one-off payment.

thelight

over eight weeks have passed since I submitted my original query to Iresa. I submitted a complaint to them around two and a half weeks after this.

I was under the impression from what I thought I had read in the past that the Energy Ombudsman look into complaints once eight weeks have passed since the original contact made so I submitted my complaint to them today. However, the I got back from them said that as it had not been eight weeks since I submitted my complaint to Iresa, they would not look into the issue for a further two weeks. Is this correct?

System

thelight wrote: »

over eight weeks have passed since I submitted my original query to Iresa. I submitted a complaint to them around two and a half weeks after this.

I was under the impression from what I thought I had read in the past that the Energy Ombudsman look into complaints once eight weeks have passed since the original contact made so I submitted my complaint to them today. However, the I got back from them said that as it had not been eight weeks since I submitted my complaint to Iresa, they would not look into the issue for a further two weeks. Is this correct?

Yes, unless the supplier provides you with a Deadlock Letter you have to wait 8 weeks from the date that you complained to the supplier. I have long thought that suppliers should be required to at least acknowledge a complaint with ‘x’ days failing which it becomes a deadlock situation.

nickcc

I'm unable to see how Iresa can say that you are in debt prior to your final switch meter readings which you supply to your new supplier. As this meter reading is supplied to your new supplier on the day of the switch and then Iresa up to 10 days after your switch how can Iresa prevent your switch especially as you pay in advance for your fuel supply.

System

nickcc wrote: »

I'm unable to see how Iresa can say that you are in debt prior to your final switch meter readings which you supply to your new supplier. As this meter reading is supplied to your new supplier on the day of the switch and then Iresa up to 10 days after your switch how can Iresa prevent your switch especially as you pay in advance for your fuel supply.

Part of the transfer process is an industry communication to the losing supplier that a transfer has been initiated. At this point, the losing supplier has the right to block the transfer.

This is what I received from my present supplier 8 days after applying to switch:

Quote: We've contacted your old electricity supplier and your switch has been approved. We expect to start supplying you on xxxxxxxx. Unquote

FullForce

thelight wrote: »

over eight weeks have passed since I submitted my original query to Iresa. I submitted a complaint to them around two and a half weeks after this.

I was under the impression from what I thought I had read in the past that the Energy Ombudsman look into complaints once eight weeks have passed since the original contact made so I submitted my complaint to them today. However, the I got back from them said that as it had not been eight weeks since I submitted my complaint to Iresa, they would not look into the issue for a further two weeks. Is this correct?

No, that does not sound correct on so many levels.

You can find the supplier's complaint procedure here:
http://www.iresa.co.uk/complaints-procedure/

What constitutes a complaint?
At Iresa we regard a complaint as when a customer or his/her representative contacts us because they are dissatisfied with any part of our services.

I see no difference in their procedure between contacting them and expressing your dissatisfaction with any part of their services and raising a complaint.
How exactly did you raise a complaint if you had already contacted the supplier expressing your dissatisfaction with any part of their services?

According to earlier comments on this site, you cannot any longer start a new issue using their online services if you already have an open issue - you have to continue with that existing open issue ... or close it as resolved first.

In regards to the Ombudsman Service, to prevent those wishing to bypass the officially approved procedure and bogging down the Ombudsman Service wih matters before allowing the supplier an opportunity to resolve it themselves, the Ombudsman Service will not retain your complaint and start their procedure automatically after 8 weeks, but simply tell you that you are premature, to follow the supplier's complaint procedure in full, and then re-submit the matter to the Ombudsman Service if/when appropriate.

thelight

FullForce wrote: »

No, that does not sound correct on so many levels.

You can find the supplier's complaint procedure here:
http://www.iresa.co.uk/complaints-procedure/

I see no difference in their procedure between contacting them and expressing your dissatisfaction with any part of their services and raising a complaint.
How exactly did you raise a complaint if you had already contacted the supplier expressing your dissatisfaction with any part of their services?

I initially contacted Iresa using the Support Ticket system on 18 December 2017 with a query about something which I thought appeared to be incorrect on my bill. At that point, I did not consider myself to be complaining as such, just wanting to check something that looked wrong. I added an a message to the same ticket on 11 January 2018 telling Iresa that I wanted to make a formal complaint, both because of customer service and that the original query about my bill was still outstanding.

It might be that because I did not use the word complaint in my original message to Iresa that the clock didn't start ticking until January, in which case I will wait and re-submit to the Ombudsman once the eight weeks have passed. If, because the complaint was about the original query the eight week clock should have passed now, I will contact the Ombudsman about this now.

macman

You can't make a one-off payment on account by DD, as that's 'pulled' by the recipient. But there is nothing to stop you doing a bank transfer to their account, using your account number as the reference-if you can trust Iresa to credit it correctly.
As for the Energy Ombudsman's 8 week wait issue, a 'query' is not a complaint. To avoid any doubt, simply ensure that all the tickets you raise on Iresa are initially headed 'Complaint'. It's unlikely that your communication will come under any other heading anyway...

JStewer

macman wrote: »

...But there is nothing to stop you doing a bank transfer to their account, using your account number as the reference-if you can trust Iresa to credit it correctly...

Where can you find Iresa's bank account details???

miniemma

I'm surprised that no one is mentioning the hold music. Maybe because most can't be bothered to be on hold for that amount of time.

The 'Most Dreary Track Ever' Award goes to Wheeeeeeere Is alllll the looooooove.

I've heard it all the way through 3 times now and it's my earworm for the day! Shazam won't pick up what it is. Anyone else recognise it?