Avro - failure to refund outstanding credit at end of contract

JGB1955

Is anyone else having the same problem?

I received my final bill from Avro on 19 May. The switch to Utility Point was (almost) seamless - my final gas readings were accepted but my electricity ones were changed... no particular problem about that though.... it all came out about even.

I was left with a credit of £36.11 with Avro. Not much, but multiplied by the thousands of customers who must be leaving Avro, a significant sum. My understanding is that it should have been refunded within 10 working days.

Chased them earlier in the week but given the old 'expect a reply within 7 working days'.

Am I right in thinking I am due £30 additional automatic compensation? And what do you think my chances of getting anything are!

[Deleted User]

"Am I entitled to £30 automatic compensation?"

1. Have you had a Final Bill from Avro? If not then forget about automatic compensation.
2. if you have had a final bill then Avro must repay the balance within two weeks or else they owe you an automatic £30 compensation.

There is no compensation payable on the delayed production of a final bill. Avro have 6 weeks to make best efforts to produce one but are not legally bound to do so within the time frame.

As ever you must follow the suppliers official complaints procedure if they fail to bill and/or repay you within the regulation time frames.

JGB1955

Yes. I've had a final bill....on 19 May.


I'll have a look at their complaints procedure. Thank you

JGB1955

One of the problems with Avro is that they don't actually produce (i.e.send) bills - you just stumble along them by chance when you log in. NEVER been told a bill has been produced, you just find out by idle browsing....

Flt._Lt._Biggles

JGB1955 wrote: »

Is anyone else having the same problem?

I received my final bill from Avro on 19 May. The switch to Utility Point was (almost) seamless - my final gas readings were accepted but my electricity ones were changed... no particular problem about that though.... it all came out about even.

I was left with a credit of £36.11 with Avro. Not much, but multiplied by the thousands of customers who must be leaving Avro, a significant sum. My understanding is that it should have been refunded within 10 working days.

Chased them earlier in the week but given the old 'expect a reply within 7 working days'.

Am I right in thinking I am due £30 additional automatic compensation? And what do you think my chances of getting anything are!

Expect a response within 7 days they informed you?

Suppliers are permitted up to 8 weeks to resolve any complaint before you can escalate it to the ombudsman service.

The bill should have a latest settlement date on it, and an indication of how they will settle it as they owe you money.

If they have somehow erroneously not settled up, to arrange settlement within 7 days of notification of such an error really isn't an issue.

To extraopolate your own experinece to all their customers without supporting evidence is wrong and misleading. In the same way as extrapolating it across every supplier that could potentially involve £billions would also be wrong and misleading.

Try to avoid making such potentially inflamatory posts on a public site unless you have evidence to support such. Otherwise you may eventually end up in some very deep water...

In regards compensation for their error, this MSE article explains matters
https://www.moneysavingexpert.com/news/2019/04/energy-customers-to-get-p30-compensation-for-delayed-credit-refu/

If you got the final bill on May 19th, you almost certainly started the switch before 1st May, so unfortunately the rules would not apply in your case.