not switched in 2015 or 2017

choppy

Greetings all

My Mum had been with Sainsburys (BG) for several years so we switched dual fuel to Coop in May 2015
Unknown to us the ref number & the address did not match up on the national gas database so sainsburys kept kept charging her for gas & co op for electricity both at not a great tariff.They apologised for not contacting her to advise but made a small gesture credit £ 25 credit i think.
Last October 17 I did the usual comparisons to find out the gas had not been changed since < 2015
Changed to ovo dual fuel with Ovo & had to wait whilst we confirmed the nat database was correct & then notified them when correct and expected them to migrate her to dual fuel tariff that we signed up for.

Just had a bill thru from Sainsburys for the gas - Ovo have not claimed the supply

Part of this is my fault I could have triple checked but with only emails for communications 50% are offers for new boilers & no email or postal notices to inform there was a problem what can i say I have let it run assuming done. Mum has Altzheimers & there is enough to manage.

Is this a job for an ombardsman ? If so who & where & how do I lodge this with them wouldshe be entitled to any recompense ?

She has been paying top rate to Sainsburys as their deal expired back in 2015 & no discount for dual fuel from any./either provider

Many thanks as always

System

You have to follow the supplier’s complaints procedure, and wait 8 weeks or get a Deadlock Letter, before you can escalate the complaint to The Energy Ombudsman. The Energy Ombudsman is not known for making grand financial gestures.

https://www.ombudsman-services.org/sectors/energy/complain-now

choppy

Hengus wrote: »

You have to follow the supplier’s complaints procedure, and wait 8 weeks or get a Deadlock Letter, before you can escalate the complaint to The Energy Ombudsman. The Energy Ombudsman is not known for making grand financial gestures.

https://www.ombudsman-services.org/sectors/energy/complain-now

Thanks for that appreciated - in which case probably not worth the effort I would think

System

choppy wrote: »

Thanks for that appreciated - in which case probably not worth the effort I would think

I wouldn't say that; however, you need to think through what it is that you are seeking in the way of resolution. EO referrals cost the supplier c.£400 per case. The Decision if you accept it is binding on the supplier but you have the right to reject it. If you do the latter, then all bets are off.

If you believe that Ovo has mismanaged your switch then raise the matter with them. Point out the financial consequences to you, and see what they say. They might surprise you.

choppy

Well its both co op & ovo not advising - resulting in 3 years of paying top dollar
Maybe a letter to each threatening to take it further & see what they will do
Already had a limited apology from co op but Mum must be a few hundred down - for 1 person in a flat she can sure use those utilities