reimbursement delay after energy switch

Heedtheadvice

Can anybody clarify a couple of points for me please?


Situation recently switched fuel supplier (Elec & Gas).
Switch has goe fine and I ended up with an account in credit with old supplier.
Final bill promises to reimburse to my bank within 14 days. This has not happened and is now overdje both acclrding to the industry signed up Energy Switch Guarantee (Also 14 days, KPI 4a status of old supplier is on the margin!) and Ofgem Guaratee Standard (10 days) - all from final bill.


1. Surprised at the different time scales! Are these calendar days or working days?


2. According to Ofgem guarantee I am due automatic compensation if standard not met. The compensation payment is due within a further 10 days. That also has been missed. Is this just a one off payment or does further non payment get any repeat compensation?


T.I.A.

born_again

Bet Ofgem is working days & the other is not. So it is the same timescale.
Who were you moving from as not all are port of the voluntary energy switch guarantee.

EnergyRookie

This explains the current situation, as I understand it:

https://www.moneysavingexpert.com/news/2019/04/energy-customers-to-get-p30-compensation-for-delayed-credit-refu/

HTH

Heedtheadvice

Thanks both.


Moved from Enstroga who are signed up to the voluntary Industry scheme. The (one) downside of that scheme is that the particular performance measure (KPI 4a, reimbursement within 14 days of final bill) only requires a 90% success rate to comply and non compliance seems to have little downside for the supplier and no benefit for the customer!!



Have also posted on MSE energy forum so will just close on here now.