Going to the energy ombudsman, quick question

bluesimon

I've an ongoing complaint about my electricity account with my supplier for the last several months. On Monday they've sent their latest reply saying they are not willing to fix their error and my request is essentially being refused.

So I assume I will be able to go forward to the energy ombudsman to review the complaint. The last letter my supplier has sent has several false/ contradictory statements.

Question- Do I need to respond to the supplier pointing out all their errors? Or can I provide this to the ombudsman showing how inept and inaccurate their actions and statements have been during this whole complaint procedure.


I just feel I'm continually pointing out their false statement and this is allowing them to fix or change their argument for refusing to sort out their problem. I'm banging my head against a brick wall and am fed up showing how what they have said is wrong/ inaccurate.

molerat

Just raise a case with the ombudsman and then reply to the supplier stating the errors in their response and that due to their inability to satisfactorily conclude the matter you have referred the case to the ombudsman.

System

Before going to The EO, you need to think through what you want in the way of a resolution. You then need to assemble all the facts before making a submission. If necessary, pay for a Subject Access Request to find out what information the supplier has about your case on file.

The EO review process takes about 8 weeks. The EO's decision is binding on the supplier but not the complainant; however, if you do not accept the decision then neither The EO nor the supplier will discuss your complaint again. Your only option then is to take the supplier to Court.

merchcon55

You may wish to remind your supplier that IF you decide to go the EO route, the EO will charge the supplier to deal with the complaint. Depending on the amount of the error (you have not advised) it could well be in their interest to adjust your account.

I have had to go down this route twice and both times, surprise surprise, the Utility company "as a good will gesture" made the necessary correction to my account. Good luck.

bluesimon

Thanks everyone for your advice! Hopefully I won't need to use a SAR, all communication is by email/letter. I've never phoned the call centre because I feel staff can just back track and deny what they've said. Guess the EO decision will be final.

bluesimon

merchcon55 wrote: »

You may wish to remind your supplier that IF you decide to go the EO route, the EO will charge the supplier to deal with the complaint. Depending on the amount of the error (you have not advised) it could well be in their interest to adjust your account.

I have had to go down this route twice and both times, surprise surprise, the Utility company "as a good will gesture" made the necessary correction to my account. Good luck.

The complaint is with one of the big 6 suppliers and is only for over £450. Would one of the big 6 be charged by EO? I thought they just paid an annual membership? Would be interesting to know!

merchcon55, you've been down this road twice- you're made of much more sterner stuff than me! Carry on like this with energy companies is why I do not switch suppliers, just too many errors, billing issues etc. I will definitely switch when this is over.

Kirwan94

It costs around £450 for a OMB Case, however most companies won't consider this charge in relation to the complaint. If they did they may aswell just give everyone £400 to save money!

bluesimon

I'm surprised it would be as much as this but interesting to know, thanks Kirwan94. Either way they will incur an expense regardless.

JJ_Egan

Extra expense that gets lumped on to customers bills eventually .

bluesimon

And your issue with this is? Perhaps all companies should close down their customer service lines and comlaints service, as use of either costs money to provide. Should we just accept all actions, even when there is a blatant error on the suppliers behalf, since inevitable it will cost each and everyone of us in increased tariffs?


In that case JJ Egan, make sure you don't complain about anything regarding your all powerful energy supplier/ financial institution, after all you should practise what you preach.

System

bluesimon wrote: »

And your issue with this is? Perhaps all companies should close down their customer service lines and comlaints service, as use of either costs money to provide. Should we just accept all actions, even when there is a blatant error on the suppliers behalf, since inevitable it will cost each and everyone of us in increased tariffs?


In that case JJ Egan, make sure you don't complain about anything regarding your all powerful energy supplier/ financial institution, after all you should practise what you preach.

A big strong perhaps. JJE was only pointing out that all businesses will have factored in to their financial plans a provision for compensation and third-party resolution costs. Similarly, for smart meters; the Consumer Levy and so on. These costs will be included in the tariffs that are offered to customers. We all have the right to complain about poor service; however, there are some, and I am not accusing you of this, that see £ signs in every complaint that they make. I am often astounded that suppliers will offer compensation when it is clear from what has been posted that the consumer was at fault.