Ombudsman ruling - has TalkTalk followed the ruling?

Jmoo

Hello

The Ombudsman has ruled in my favour over a long standing complaint with TalkTalk. They have told them to pay me £360 in lieu of offers. TalkTalk has agreed to pay, but says because there was £43 in my account (separate to this ruling) they will deduct that off the cheque they send me.

Is that fair for them to do this? Am I getting worked up over nothing?

[Deleted User]

Was the £43 in arrears or default ? Otherwise, I'd say they can't do this.

Time to find another provider, if you haven't already.

Jmoo

It was an amount that had been credited to my account previously, so slightly different.

Aquamania

Jmoo wrote: »

It was an amount that had been credited to my account previously, so slightly different.

Was the credit applied in relation to the same complaint you later took to the ombudsman?

If not, I don't see the relevance.

If it was, you should check with the ombudsman service if their award included or excluded any credits the supplier had already made in regards to the complaint. I would say it was a failure of the ombudsman service to have clarified this at the time (if applicable, and that they were made aware of it), although you have presumably accepted the resolution, which you should not have done if it was not entirely clear.

However, you can still ask the ombudsman for clarification of the resolution you agreed to, if you are unsure.

Based on the information you have provided, worst case scenario must be that you still receive £360 from Talktalk, even if that does include a refund of the £43 credit applied to your account previously.
(Depending on what has gone on with your account since then, you may find that results in you now owing Talktalk that £43 for services provided)

boneofo

My experience with the OS is they will say its up to talktalk what they do and after that will say our office is satisfied that talktalk implemented the remedy award for this case.
Upload the final decision for an opinion.

Aquamania

boneofo wrote: »

My experience with the OS is they will say its up to talktalk what they do and after that will say our office is satisfied that talktalk implemented the remedy award for this case.
Upload the final decision for an opinion.

I can only think you had an extraordinary poor experience with the ombudsman service.

If a consumer agrees to a proposed resolution by the ombudsman service, the supplier is obligated to comply. The ombudsman service will always follow up any suggestion that the supplier has failed to comply, and will usually take action to ensure the supplier does comply.

(There was recently a case involving a different ombudsman, the one for energy, where a major supplier failed to comply and further action was then taken against that supplier
https://www.ombudsman-services.org/npower-agreement-with-ofgem-on-ombudsman-complaints.html )

Of course the question is cases such as this where the proposed resolution was poorly drafted is what was the resolution actually proposed by the ombudsman; the only person who can be sure is the ombudsman.