EON - Ombudsmancomplaints

CornelUys

Hi

I have a complaint about Eon's service, they offered me £100 goodwill compensation but I am not happy with this.
That left me to go through the Ombudsman, who said that I might not get offered anything...
Eon has now come back with an offer of £150.

My question is should I accept the offer Eon is making now or should I wait for the Ombudsman to investigate?

Thanks
Cornel

tk47

CornelUys wrote: »

Hi

I have a complaint about Eon's service, they offered me £100 goodwill compensation but I am not happy with this.
That left me to go through the Ombudsman, who said that I might not get offered anything...
Eon has now come back with an offer of £150.

My question is should I accept the offer Eon is making now or should I wait for the Ombudsman to investigate?

Thanks
Cornel

If you are prepared to accept the supplier's proposed resolution in full and final settlement of your complaint, then take it and advise the ombudsman what you have done.

Otherwise, pursue the matter through the ombudsman service.

The supplier's offer of a resolution may be withdrawn at any time especially if they become aware that you have taken the matter to the ombudsman, as that will be taken as a rejection of their offer.
As you have been advised, the ombudsman is able to make any proposal appropriate to resolve the complaint, and that could mean finding against you in the complaint and offering you nothing.

But if the supplier has offered you £150, then it would seem the supplier accepts there is at least some merit in your complaint.
The Ombudsman doesn't usually change the offer put forward by the supplier in their own proposal unless there are significant reasons for doing so.

Otherwise it would be very rare for the ombudsman to offer as much as £150 goodwill gesture.

If, eventually, you are not content to accept the ombudsman offer, then you can reject it. (failure to accept is taken as rejection too)
At which point, the ombudsman offer will be withdrawn, as I suspect any offer the supplier has made will also be (if not previously withdrawn)
Then you will effectively be left only with the option of a legal battle if you still wish to pursue matters further.

Streaky_Bacon

CornelUys wrote: »

My question is should I accept the offer Eon is making now or should I wait for the Ombudsman to investigate?

Impossible to say until you tell us the details of the complaint.

It could be that they are liable for far more than that, and are trying to fob you off with a "goodwill" payment, but we won't know until you give some details.

CornelUys

Eon has switched my account over to another supplier – British Gas without authority.
I contacted them over this and they requested the switch to go back to E.on
E.on switched this back to E.on and sent me an estimated bill for £470.00, and I feel this was incorrect as my normal bills are charged quarterly and normally £130.00 maximum per/quarter.
E.on investigated the estimated bill, and discussed having smart meters fitted and once fitted would take the meter readings – however once fitted there was an immediate issue as they weren’t working only the electric meter was working and not the gas.
After the 3rd attempt to fit the smart meter and get them working, E.on confirmed that this was not working properly and another engineer eventually came out to the meter to Say the smart meters would never work.
E.on sent out a person to call out to take a reading, and nobody turned up for the appointment and so I called E.on again complaining that the person requested to sort the meter out never showed and so I was back to square 1.
E.on offered £130 some of which was GWG and the remainder was for the complaint, this was declined by me, E.on have said they want to fit pre-pay meters, and I'm is refusing them entry to do this.

JJ_Egan

What is your actual loss ??

CornelUys

Actual loss is time off work £1140! they will never offer me that...

tk47

CornelUys wrote: »

Eon has switched my account over to another supplier – British Gas without authority.
I contacted them over this and they requested the switch to go back to E.on
E.on switched this back to E.on and sent me an estimated bill for £470.00, and I feel this was incorrect as my normal bills are charged quarterly and normally £130.00 maximum per/quarter.
E.on investigated the estimated bill, and discussed having smart meters fitted and once fitted would take the meter readings – however once fitted there was an immediate issue as they weren’t working only the electric meter was working and not the gas.
After the 3rd attempt to fit the smart meter and get them working, E.on confirmed that this was not working properly and another engineer eventually came out to the meter to Say the smart meters would never work.
E.on sent out a person to call out to take a reading, and nobody turned up for the appointment and so I called E.on again complaining that the person requested to sort the meter out never showed and so I was back to square 1.
E.on offered £130 some of which was GWG and the remainder was for the complaint, this was declined by me, E.on have said they want to fit pre-pay meters, and I'm is refusing them entry to do this.

If that is the basis of your complaint, then I suggest the very generous offer from Eon of £150 with both hands!

Suppliers dod not switch you to other suppliers; they switch you to themselves

So it was Britisg Gas that made the error, not Eon.

Anyway, sounds like it's all sorted now and you are back with Eon

Only issue seems to be the estimated bill you then received from Eon. Provide Eon with an actual meter reading and they will be able to give you an actual bill.

In regards the missed appointment for the meter reading, you are entitled to £30

So no idea why Eon have offered you £150. As I say, grab it with both hands.

No idea why you declined the offer of £130 in the first place.


The ombudsman will probably only award you the £30, if the above is the full extent of the complaint.


If the supplier now wants to fit PPMs and you refuse entry, they will simply go to court, get an entry warrant, turn up (with locksmith in tow) and add all these charges to the PPM's when they fit them.

Even the £150 probably won't cover the cost you will incur beacuse of that.

welshmoneylover

An erroneous transfer was caused by British Gas, not eon .

Cardew

CornelUys wrote: »

Eon has switched my account over to another supplier – British Gas without authority.
I contacted them over this and they requested the switch to go back to E.on
.

Just to repeat what the others have said, it is the gaining company(British Gas) that takes over an account - either when a switch is requested by customer, or in your case due to an error i.e. an erroneous transfer.


There is no mechanism for company(Eon in your case) to switch a customer to another supplier. If it were possible companies would get rid of their problem customers pdq.

sevenhills

I got £270 via the ombudsman, so I found them very acceptable; having said that, I would take the £150

boo_star

CornelUys wrote: »

Actual loss is time off work £1140! they will never offer me that...

Why did you take the time off work? You were under no obligation to do that.