Who to complain to about the Ombudsman?

Muzly

I have contacted the ombudsman about a breach of the law (the ombudsman agrees with this one) as well as potentially fabricated meter readings (they don't admit this one).

In dealing with my complaint where three months of bills were 6 times higher than the same period of the previous year, the Ombudsman looked at my average energy usage for an entire year. They concluded that because it was within the national average of between 6 and 18 units per day that it must be correct. My usage for the same period of the previous year was 9 units per day and this was in the depths of winter, so I would normally have an even lower yearly average.

I appealed the ombudsman's decision with supporting evidence, showing the comparison between this and the previous year's usage, but they simply repeated their answer and didn't change the offer.

In addition to this, they agreed that the energy company broke the law by increasing my direct debit from £71 to £231 instantly and without notice, but said it was merely a service shortfall.

So I'm in a situation where the Ombudsman hasn't considered all of the evidence and has ignored the legal implications of what has happened, but I can't appeal because this WAS the appeal. Who do I complain to about the Ombudsman? I've searched high and low on the Internet, but everything takes me to the same place (complaining to the ombudsman about a company).

Any information is greatly appreciated, even if it's bad news

JJ_Egan

(In addition to this, they agreed that the energy company broke the law by increasing my direct debit from £71 to £231 instantly and without notice, but said it was merely a service shortfall.))


What law is that ??

Biscuit_Tin

Muzly wrote: »

I have contacted the ombudsman about a breach of the law (the ombudsman agrees with this one) as well as potentially fabricated meter readings (they don't admit this one).

In dealing with my complaint where three months of bills were 6 times higher than the same period of the previous year, the Ombudsman looked at my average energy usage for an entire year. They concluded that because it was within the national average of between 6 and 18 units per day that it must be correct. My usage for the same period of the previous year was 9 units per day and this was in the depths of winter, so I would normally have an even lower yearly average.

I appealed the ombudsman's decision with supporting evidence, showing the comparison between this and the previous year's usage, but they simply repeated their answer and didn't change the offer.

In addition to this, they agreed that the energy company broke the law by increasing my direct debit from £71 to £231 instantly and without notice, but said it was merely a service shortfall.

So I'm in a situation where the Ombudsman hasn't considered all of the evidence and has ignored the legal implications of what has happened, but I can't appeal because this WAS the appeal. Who do I complain to about the Ombudsman? I've searched high and low on the Internet, but everything takes me to the same place (complaining to the ombudsman about a company).

Any information is greatly appreciated, even if it's bad news

If you have now received the final resolution from the ombudsman service, there is no further appeal

Your option now is to either accept their proposed resolution, or reject it. (If you fail to accept within the allotted time, you will be deemed to have rejected it)

You should have been informed of this by the ombudsman service.

The ombudsman service does not decide the correct interpretation of the law; only a law court can do that.

[Deleted User]

You can complain about the ombudsman service if you wish.
Go to https://www.ombudsman-services.org/scheme-rules
and read the PDF file linked under the heading "Independent Assessor's terms of reference."

Biscuit_Tin

gsmlnx wrote: »

You can complain about the ombudsman service if you wish.
Go to https://www.ombudsman-services.org/scheme-rules
and read the PDF file linked under the heading "Independent Assessor's terms of reference."

Whislt there are some limited grounds on which to complain about the ombudsman service, I didn't think it was appropriate to confuse the OP with these.

This describes what they can and cannot accept as a complaint
https://www.ombudsman-services.org/unhappy-with-our-service

e.g.

Complaints that we can investigate

Under our service complaints procedure we can investigate complaints that involve allegations of poor service or performance, for example where we’ve:

• treated you rudely;
• failed to follow our processes;
• failed to keep you updated on progress; and
• caused unnecessary delays.

but most importantly

Complaints that we can’t investigate

• ...
• your disagreement with our decision on your complaint about your service provider;
• the evidence we looked at in reaching that decision; ...

I have previously had cause to raise a complaint regarding the ombudsman service, so have some experience of this. My complaint was quickly addressed, accepted, the underlying complaint was then fast-tracked, and the ombudsman service paid me a goodwill gesture for their own failings. (independent of the outcome of the underlying complaint)

I had previously looked into the 'independent assessor' in case that was going to be necessery at the time (it wasn't), and concluded it was only available to the Financial Ombudsman Service. I can't find the link now, but when I searched for who the independent assessor actually was, it said under her profile she only handles complaints about the Fiunancial Ombudsman service.

System

I would have thought that there is an easy way for the OP to check whether he/she actually has a case against the supplier for overbilling which is to pay to have the meter checked. There is no way for anyone on this forum to give advice without seeing the actual statements. Charges can, and do, vary because actual/customer readings haven’t been used.

That said, as far as The EO process is concerned, matters are now resolved. If the OP doesn’t accept the Decision then the complaint is closed. Going to Court is an option, but any Court will take The EO’s Decision into account.