Outfox The Market Direct Debit changes

RS2OOO

Out of interest is it an OFGEM contractual requirement for energy firms to respond to complaints within 8 Weeks or is this just a guideline, or is it just something someone has made up?

My first formal written complaint to Outfox the Market was 8 weeks ago today.

My 2nd formal complaint will be 8 Weeks on Saturday.

Received no response or acknowledgement to either.

I received a response to a further complaint sent on 3rd December but that was only to say I would receive a formal response within 10 working days. That was 2 Weeks ago and I've received nothing further.

Despite all this I have switched now and don't have the time to chase the complaints. Whether OTM know I've switched yet is too early to say - They are still billing me despite the switch and the fact I cancelled the DD.

wavelets

RS2OOO wrote: »

Out of interest is it an OFGEM contractual requirement for energy firms to respond to complaints within 8 Weeks or is this just a guideline, or is it just something someone has made up?...

There is no requirement as such for a supplier to respond within 8 weeks.

The Energy Ombudsman service allows up to 8 weeks for a supplier to resolve themselves any complaint you raise against them, and so therefore will not assist before the 8 weeks are up (unless you have a deadlock letter, etc)

Similarly, there is no obligation that a complainant goes immediately to the ombudsman at the 8 week point, but complainants should be aware of the time limit that applies by which point they should have informed the ombudsman if they wish to utilise them.

If the Energy Ombudsman does become involved, they may deem it a shortfall in customer service that the supplier did not even respond, let alone resolve the complaint, within 8 weeks.

RS2OOO wrote: »

My first formal written complaint to Outfox the Market was 8 weeks ago today.

My 2nd formal complaint will be 8 Weeks on Saturday.

Received no response or acknowledgement to either.

I received a response to a further complaint sent on 3rd December but that was only to say I would receive a formal response within 10 working days. That was 2 Weeks ago and I've received nothing further.

It would depend on the issues involved, but I would normally expect the ombudsman service will want to have this all rolled into one complaint made up of several parts by the time it reaches them.
Otherwise they too may fob you off as a serial complainer.

Probably best to make sure you've raised all the issues you plan to, then wait 8 weeks from the last one you made, before you consider escatating to the EO (if you decide to take that route)

If you have no response or acknowledgement, there is a risk the supplier will deny ever receiving the complaint.

My advice would be to put your complaint in writing, and send it via a service that allows you to prove they have received it. e.g. Royal Mail signed for.
The 8 week clock will need to start again from the point you have proof it was received.
Maybe that would also be a good opportunity to put all the issues you wish to complain about into one complaint?

darroch

jaybeetoo wrote: »

If they haven’t taken the amount they said they would then invoke the DD guarantee with your bank.

Thanks, will do.

Can I cancel my direct debit with them and not suffer any credit impact? I did this with British Gas and it left a credit mark!

Topiary

markipad wrote: »

Readers of this thread may be interested in a BBC Radio 4 broadcast today, which featured an item about Outfox The Market, together with an interview:


https://www.bbc.co.uk/sounds/play/m0001yg5

Only able to listen too this by registering with the bbc (not keen to register for my own reasons)
Can anyone who has listened kindly summarise the broadcast/ interview

jk0

Topiary wrote: »

Only able to listen too this by registering with the bbc (not keen to register for my own reasons)
Can anyone who has listened kindly summarise the broadcast/ interview

You did not miss anything. Mr Bastian put the best PR spin on his mess that he could. BBC never asked about the 50% price rise.

RS2OOO

Very informative and helpful answer wavelets, Thank you.

bubieyehyeh

He did say they intend to bring back the winter/summer DD rates and the memberships fees when they've worked out how. No one asked about imposing the changes with 10 days notice, or the prices rises, and not taking into account if people were already in credit.

[Deleted User]

Futher changes coming

"Unfortunately I do not have further information in regards to this at the moment as the accounts will be reviewed all our customers will be informed further on the 15.01.2019 in regards to the new amount based on the account!"

Anthorn

bubieyehyeh wrote: »

He did say they intend to bring back the winter/summer DD rates and the memberships fees when they've worked out how. No one asked about imposing the changes with 10 days notice, or the prices rises, and not taking into account if people were already in credit.

I didn't hear that: What I did hear was in reference to membership fees where he said that some customers had wrong consumption figures and therefore the wrong membership fee and that contributed to the wrong direct debit. That carried the implication that accounts and consumption will be examined so that the correct consumption, membership fees and direct debits can be applied to accounts. Further, he confirmed that existing customers will return to equal monthly Direct Debits throughout the year. What we already know from the previous announcement is that "existing customers" are those who joined up to 21 November 2018: That also carried the implication that those who joined after 21 November will have to pay the summer/winter variable direct debits because they have agreed to it when they joined.

Vortigern

Vortigern wrote: »

My switch has been plain sailing so far, with little interaction between me and them.

Maybe I was lucky with the dates of meter readings, bills and direct debits, relative to my switch date.

I am in credit by about £170, I've advised them by email that I intended to cancel the DD (no acknowledgment from them.)

I have cancelled the DD via online banking, and received an automatic "You've cancelled your DD" message from OTM. They have not made any attempt to re-instate the DD, but I'm monitoring my bank account daily.

My OTM meter reading date, statement date and DD date fall within the next few days. I don't intend to give them any further meter reads.

It's too early to complain about the lack of a final bill. They have something like 6-8 weeks to do this.

An update on the above.

They haven't yet tried to revive the DD, but they have tried to collect on the cancelled DD at the inflated January rate. That collection was returned unpaid by my bank.

They haven't asked for meter readings or produced a new statement.