Ofgem Catch 22 with Boost Energy

a.dixon.16

When you have more than a 4 hour wait on the telephone to have Boost customer service answer the phone!

This must be an issue suitable for an Ofgem complaint based on failed customer service!

However, Ofgem will not accept or mediate the complaint because you have not contacted the supplier to discuss your complaint.

But I can not wait on the phone for 4 hours or longer to discuss the complaint... because I can not talk to Boost, I can not complain to Ofgem around a complete failure of customer service in "Meltdown" at Boost HQ

The Boost Facebook page - is just a series of unhappy customers with identical or very similar customer service complaints.

Martin Lewis - please can you have your team contact Ofgem - this is a totally unacceptable level of service from Boost and requires immediate investigation by the regulator.

Andrew

antrobus

a.dixon.16 wrote: »

When you have more than a 4 hour wait on the telephone to have Boost customer service answer the phone!

Boost say;

Important Notice
We're sorry for longer than usual customer service queues while we handle extra calls about Economy Energy.
https://www.boostpower.co.uk/help

There is an Online Contact Form

a.dixon.16 wrote: »

This must be an issue suitable for an Ofgem complaint based on failed customer service!

However, Ofgem will not accept or mediate the complaint because you have not contacted the supplier to discuss your complaint.

Ofgem don't handle complaints at all. You mean the Energy Ombudsman,

a.dixon.16 wrote: »

Martin Lewis - please can you have your team contact Ofgem - this is a totally unacceptable level of service from Boost and requires immediate investigation by the regulator.

Martin sold up some time ago.

Igol

Sounds like Utilita who offer an email/online form option but then state it takes 5 days to answer the email and that answer is usually call the number as they wont discuss things on email for 'security reasons'.
The Ombudsman seems to have relaxed slightly the rules as you can make a complaint after 8 weeks even if the utility firm haven't sent the deadlock letter.

Though potentially 8 weeks with no power seems a tad ridiculous.

wavelets

Igol wrote: »

...
The Ombudsman seems to have relaxed slightly the rules as you can make a complaint after 8 weeks even if the utility firm haven't sent the deadlock letter...

No change, this has always been the case.

You only need a deadlock letter if you wish to pursue a matter with the ombudsman before 8 weeks have passed. The deadlock letter will state that the matter has been fully investigated by the supplier, and indicate what resolutive actions (if appropriate) the supplier has offered.