Spark Energy complaint

Kevdon2

I agreed to switch my energy supply to Spark Energy as I was unhappy with how I was being treated by my current supplier. After a couple of days I decided I'd made a knee jerk reaction and cancelled the switch as I was well within the 14 day cooling off period. I received an email to say the switch had been cancelled.
Roll on 6 weeks and I receive a letter from Spark to inform me that they'd set up a direct debit instruction!!
I've been trying to contact them by phone and email with out success and in the meanwhile I receive a bill from them as well.
I've finally been able to get hold of them and explain why I wouldn't be paying the bill. I was told that they could see on the account that I'd cancelled the switch but as they'd supplied me for a couple of weeks I would still be expected to pay the bill. They said they would reduce the bill by half, I told them I wasn't happy to pay anything. After the operative spoke to her manager they agreed to wave the bill as a 'gesture of goodwill'!!!
I'm disgusted that they think it's a gesture to let me off paying for a service that I didn't want them to supply.
Could anyone let me know if there is a way of making a formal complaint about this?
I'd be greatfull of any advice thanks

Fromply

Their formal complaints procedure is here: https://sparkenergy.co.uk/complaints


You need to go through their process (Steps 1 and 2) before you are allowed to proceed to step 3 (Ombudsman)

Skools_Out

Kevdon2 wrote: »

I agreed to switch my energy supply to Spark Energy as I was unhappy with how I was being treated by my current supplier. After a couple of days I decided I'd made a knee jerk reaction and cancelled the switch as I was well within the 14 day cooling off period. I received an email to say the switch had been cancelled.
Roll on 6 weeks and I receive a letter from Spark to inform me that they'd set up a direct debit instruction!!
I've been trying to contact them by phone and email with out success and in the meanwhile I receive a bill from them as well.
I've finally been able to get hold of them and explain why I wouldn't be paying the bill. I was told that they could see on the account that I'd cancelled the switch but as they'd supplied me for a couple of weeks I would still be expected to pay the bill. They said they would reduce the bill by half, I told them I wasn't happy to pay anything. After the operative spoke to her manager they agreed to wave the bill as a 'gesture of goodwill'!!!
I'm disgusted that they think it's a gesture to let me off paying for a service that I didn't want them to supply.
Could anyone let me know if there is a way of making a formal complaint about this?
I'd be greatfull of any advice thanks

If you have confirmation from the existing supplier that they remain your supplier and are continuining to bill you, then you can cancel the DD instruction diorect with your bank; the supplier cannot.

Sorry you feel disgusted about having to do this yourself having applied to Spark Energy due to a knee jerk reaction against the existing supplier who you appear to have fallen out with, and then changing your mind.

You can make a formal complaint against anything you feel agrieved at. Whether it will be upheld is entirely another question.

It seems to me that the evidence suggests you did not cancel the application under the cooling off procedure, but rather decided to switch back to the original supplier,
Unless you have evidence from the existing supplier that they have also billed you for consumption for the 2 weeks involved.

bri160356

OP.

If I’ve understood your post correctly ‘Spark’ have effectively supplied you with free energy for a few weeks.

I would take that as an ‘apology’ and leave it at that. Don’t put yourself through the wringer. :mad:

If you complain directly to ‘Spark Energy’ by using their formal complaints procedure I’d imagine you’ll get an apology but they’ll view your complaint as ‘resolved’ as they have waived all their charges.

If you disagree with Spark’s handling of your complaint you’ll need to wait 8 weeks before you can escalate your complaint to the Energy Ombudsman;…and, given the circumstances, there is little value in taking it that far; IMHO of course.

[Deleted User]

Spark Energy, like most sensible small suppliers bill the first months direct debit in advance. This makes good sense. The smaller suppliers dont have the capital to supply the first month on credit.
I think you have made another knee jerk decision. You can expect billing in advance as the norm for the smaller cheaper suppliers who offer the cheapest prices. .
Please make sure to get your annual usage in kwhs correct when applying to other suppliers , then add 5% to cover another extra long and colder winter. You need to self manage the smaller ones with regular meter readings