npower and "executive complaints"

GingerBob_3

My lad continues to have enormous grief from npower. Prior to either going to the ombudsman, or even commencing legal action against them, we thought we might try a so-called "executive complaint", so an email was sent to [EMAIL="Executive.complaints@npower.com"]Executive.complaints@npower.com[/EMAIL]


Two weeks later, no response, four days ago, a reminder was sent, still no response.


Does anyone know if this is the correct address, and if it is, why do they just ignore emails (content of email was completely matter-of-fact and not offensive/threatening in any way)?

Bluebirdman_of_Alcathays

How is it that you and all your family end up in these litigious battles?

GingerBob_3

Bluebirdman_of_Alcathays wrote: »

How is it that you and all your family end up in these litigious battles?

1) Which other "litigious battles" are you referring to - link to post(s) would help ...


2) ALL my family ???


3) And your answer to my question is ... ?

dogshome

Sometimes a missive to the CEO of a supplier can get results, but this is n'power who can get a customers account seriously wrong, and once it does go off track their botched software update just makes things worse.

Best to follow the industries laid down procedure and WRITE a letter headed Complaint, once this is done n'power have to follow through.- Note the date the letter was sent and if they haven't resolved the problem in 56 days, you go directly to the Ombudsman on Day 57

nPower

GingerBob wrote: »

My lad continues to have enormous grief from npower. Prior to either going to the ombudsman, or even commencing legal action against them, we thought we might try a so-called "executive complaint", so an email was sent to [EMAIL="Executive.complaints@npower.com"]Executive.complaints@npower.com[/EMAIL]


Two weeks later, no response, four days ago, a reminder was sent, still no response.


Does anyone know if this is the correct address, and if it is, why do they just ignore emails (content of email was completely matter-of-fact and not offensive/threatening in any way)?

Hello GingerBob

Thank you for your post.

If you could please ask your partner to email us using the address shown in our signature, we will be happy to look into and address his concerns.

Thanks

Beth

dogshome

Gingerbob
N'power are under the lash from Ofgem to reduce the number of complaints, and have come up with some 'artistic' ways of meeting this demand.

There steady reports on this forum of n'power mis-laying complaints or simply closing them and recording them satisfied, whilst the customer is still waiting for whatever Explanation/Billing Adjustment /Recompense is required

Please do follow up the n'power reps invitation, but also write that letter

GingerBob_3

dogshome wrote: »

Gingerbob
N'power are under the lash from Ofgem to reduce the number of complaints, and have come up with some 'artistic' ways of meeting this demand.

There steady reports on this forum of n'power mis-laying complaints or simply closing them and recording them satisfied, whilst the customer is still waiting for whatever Explanation/Billing Adjustment /Recompense is required

Please do follow up the n'power reps invitation, but also write that letter

Thanks dogshome.


Several letters have already been sent over the two years that this debacle has been going on. They make no difference and are either ignored or cause further complication. The whole thing has been an absolute nightmare for my son, hence why we are no looking at the possibility of legal action. We thought giving them one last chance might get somewhere but apparently not. Anyway, we'll take up the npower rep's offer and see if it makes a difference.

GingerBob_3

nPower_company_representative wrote: »

Hello GingerBob

Thank you for your post.

If you could please ask your partner to email us using the address shown in our signature, we will be happy to look into and address his concerns.

Thanks

Beth

Thanks Beth, I'll let me son know about the email address.

Smodlet

Gingerbob, I have made over a dozen complaints to npower in the last four years and have always called the complaints department. Every one of those complaints has been dealt with to my satisfaction, some more quickly, some took longer but we always get there in the end.

Do you think it might be worth getting your son to try this in your presence, then perhaps instruct npower to speak to you on his behalf? It can sometimes be difficult to keep things on an even keel so, if you think this might help, perhaps give it a try? I have just tried to find the number on their website but am unable to so, if would like it, just ask as I have a list. Zey are on zee list.

GingerBob_3

Smodlet wrote: »

Gingerbob, I have made over a dozen complaints to npower in the last four years and have always called the complaints department. Every one of those complaints has been dealt with to my satisfaction, some more quickly, some took longer but we always get there in the end.

Do you think it might be worth getting your son to try this in your presence, then perhaps instruct npower to speak to you on his behalf? It can sometimes be difficult to keep things on an even keel so, if you think this might help, perhaps give it a try? I have just tried to find the number on their website but am unable to so, if would like it, just ask as I have a list. Zey are on zee list.

He has spoken directly to the complaints dept. in the past, but so far it's not resolved the long-running issue. Actually, it could be worth doing what you say - me talking to them as well. We'll try the new email we have and then might try phoning, but it's getting to the point of no return with them and I feel as though the Ombudsman is beckoning.

Smodlet

Ah, Gingerbob, if you or your son could only speak to the wonderful Catherine (spelling?) in nPower complaints, I think this situation could be resolved, at least in part, by close of play today.

I found her so impressive I actually posted on the Praise, Vents and Warnings board to say how great she was.