Help - First Utility overcharging dispute

dogshome

It doesn't matter if it's old style ECO7 with 2 meters, or a COMPLEX meter set-up such as ECO10 - What counts is that FU's systems can't handle it AND SHOULD NEVER HAVE ACCEPTED THE OP's SWITCH IN THE FIRST PLACE.

As I understand it, the Omudsman adjudicated on a complaint about the billing.
A brand new Complaint questioning FU's acceptance of a customer who's meters they knew they could not handle, is something else entirely.

footyguy

dogshome wrote: »

It doesn't matter if it's old style ECO7 with 2 meters, or a COMPLEX meter set-up such as ECO10 - What counts is that FU's systems can't handle it AND SHOULD NEVER HAVE ACCEPTED THE OP's SWITCH IN THE FIRST PLACE.

As I understand it, the Omudsman adjudicated on a complaint about the billing.
A brand new Complaint questioning FU's acceptance of a customer who's meters they knew they could not handle, is something else entirely.

What was the ombudsman's ruling?
Did the OP accept it?

In regards any new complaint you are inviting the OP to make, what should be the desired outcome wished for?
As you admit, FU cannot handle this metering. No one, including the ombudsman service, can force them to change that. Nor is there any obligation on the previous supplier to accept the OP back onto a legacy tariff, so the ombudsman cannot force that either.

dogshome

It's a pity that I didn't ask Tillytuc the name of the supplier she Switched from - If she's still following the thread, who was it ?

I still regard a new Complaint to the Obudsman about FU's acceptance of her account as valid one, but ask her to keep in mind that the system requires that she writes it to FU.

Suppliers must follow a set procedure when they recieve correspondence headed 'Complaint'
It's their reply, or lack of it in 56 days, that opens the door to the Ombudsman.

So let's explore the possibility of the Ombudsman refusing to adjudicate.
We all know that Ofgem don't get involved in customer complaints, but here we have a lady who through no fault of her own is being financially disadvantaged by the system and FU's greed.

In my own experience, I do know Ofgem do take complaints on board.
There is little or no feedback from them, but from my two experiences, whispers are made in corridors and the customers problem disappears.