Spark Energy Woes

2ndAccount

Ongoing dispute with Spark since November. They don't respond to emails or return calls.

I've now had texts threatening the "debt" (which is in dispute) will be passed to a debt collection. The texts were sent after I'd already been contacted by the debt collectors, I promptly advised them it was in dispute and they closed their file there and then.

Given Spark have failed at every turn to resolve my complaint, how do I escalate to the ombudsman? Despite asking since November Spark refuse to issue me their complaints procedure.

PaschalFun

Oh you are so last year...:cool:

It's Iresa, closely followed by RHE, that you are supposed to be moaning about.

In response to your question, it should be explained in the letter they should have sent you after 8 weeks.
If you have not yet received that letter, are you certain they have received your complaint?

The suppliers complaint procedure is on their website.

dogshome

Write a letter to Spark headed Complaint - Just like that BIG & BOLD

Though you should be able to raise a complaint by Phone or Email, it's the one in a letter delivered by Royal Mail that gets through, as there are fixed procedures the supplier must follow when it's recieved

They have 56 days to resolve the problem once you have posted that letter, if they fail to resolve the problem or even acknowledge it, after 56 days you have the right to go directly to the Ombudsman

2ndAccount

Thanks both.

This is last years problem, does it still count?

It's definitely been received and it's definately been recorded as a complaint, the subject of the email trail is Formal Complaint!

It's been well over the 8 weeks, which Ombudsman do I refer to? The energy Ombudsman?

I work in financial services and we'd be shot by the FOS if we handled a complaint the way they have. Hopefully they'll get the book thrown at them!

MCGONIS

2ndAccount wrote: »

Thanks both.

This is last years problem, does it still count?

It's definitely been received and it's definately been recorded as a complaint, the subject of the email trail is Formal Complaint!

It's been well over the 8 weeks, which Ombudsman do I refer to? The energy Ombudsman?

I work in financial services and we'd be shot by the FOS if we handled a complaint the way they have. Hopefully they'll get the book thrown at them!

I have been with them. You can go online now and do LIVE CHAT with a representative.

Former Spark Representative

Hi 2ndAccount


Sorry to hear that you're having problems with our service.


If you need a copy of our Complaints procedure, any agent should be able to give you a link, as it's readily available on our website. I can't post links here but if you use a search engine to look for "Spark Energy Complaints Procedure" then you'll find it quickly.


I work in our Complaints team so I'd be happy to have a look at your account. You can email me using the details on my profile. I'd need confirmation of your full name, your MSE user name, and your full postal address.


Kind regards


Jenny
Customer Relations Manager