OFGEM Automatic payments (compensation)

SPOWER

Hello.

Is anyone here familiar with these regulations.  I am a tad confused by it all.

My final bill was 24/01/20 showing credit balance.  I did not receive the refund.

Today I sent an email entitled COMPLAINT saying I had looked at OFGEM rules and the refund should have been made within 10 working days/2 weeks and there are consequences for the supplier if they don't do this.

The supplier wrote back saying we SHOULD BE ABLE to refund your credit balance by 15/02/20.  Am I able to get 2 x £30 payments?

Thanks for any help you may have.
*Also MSE I don't like this new forum layout*

Cardew

Were you leaving the property or changing supplier?

A final bill can be calculated and raised using your meter readings, but on many occasions on MSE that final bill is amended when those meter readings are disputed by the new energy supplier or new occupant.

SPOWER

I was changing supplier only.  Thanks for reply.

Streaky_Bacon

If your final bill was produced on January 24th, they should have refunded you by February 7th. They didn't so, on February 8th, they owed you £30, which should be paid by February 22nd. If it isn't paid by February 22nd, they will owe you another £30.

That it where the automatic compensation ends.

SPOWER

Smashing.  Thanks for help.

7Phil

Cardew said:

Were you leaving the property or changing supplier?

A final bill can be calculated and raised using your meter readings, but on many occasions on MSE that final bill is amended when those meter readings are disputed by the new energy supplier or new occupant.

Is there a different compensation rule for leaving the property?
I'm in that situation with Utility Point and they have agreed to pay £30 for failure to refund my credit but they only applied it as further credit on my account - none of which I have seen returned yet.
Can't tell whether I'm covered by the compensation as it seems to always be linked with "if you switch and do not ..."

DawnCrush

7Phil said:

Cardew said:

Were you leaving the property or changing supplier?

A final bill can be calculated and raised using your meter readings, but on many occasions on MSE that final bill is amended when those meter readings are disputed by the new energy supplier or new occupant.

Is there a different compensation rule for leaving the property?
I'm in that situation with Utility Point and they have agreed to pay £30 for failure to refund my credit but they only applied it as further credit on my account - none of which I have seen returned yet.
Can't tell whether I'm covered by the compensation as it seems to always be linked with "if you switch and do not ..."

The requirements are covered by The Electricity and Gas (Standards of Performance) (Suppliers) (Amendment) Regulations 2019.

Section 6D in particular deals with a refund of credit after a final bill:

6D.—(1) This regulation applies where—

(a)a supplier no longer has responsibility for the supply of electricity or gas to the customer where—

(i)a customer transfers to another supplier under a valid contract; or

(ii)a supplier’s responsibility for the supply of electricity or gas to the customer has otherwise terminated.

It sounds like the supplier may have issued you a revised final bill

(3) Where paragraph (1) applies, a supplier must within 10 working days of issuing a customer’s final bill, or if applicable, corrected final bill, refund any outstanding credit balance to the customer.
 ....
(5) In this regulation— “corrected final bill” means any final bill issued that makes corrections to the previously issued final bill.”.

7Phil

Section 6D in particular deals with a refund of credit after a final bill:

6D.—(1) This regulation applies where—

(a)a supplier no longer has responsibility for the supply of electricity or gas to the customer where—

(i)a customer transfers to another supplier under a valid contract; or

(ii)a supplier’s responsibility for the supply of electricity or gas to the customer has otherwise terminated.

It sounds like the supplier may have issued you a revised final bill

(3) Where paragraph (1) applies, a supplier must within 10 working days of issuing a customer’s final bill, or if applicable, corrected final bill, refund any outstanding credit balance to the customer.
 ....
(5) In this regulation— “corrected final bill” means any final bill issued that makes corrections to the previously issued final bill.”.

Thanks - seems like I am allowed compensation under 6D(1)(ii). Although, they are still supplying to the same property just not to me as an individual. I'm assuming that the customer is me and not the property and whoever the occupant is at any time.

Only ever had the one final bill. UP have credited me £30 for the delay, but not actually paid it out. I wasn't sure if I could claim the same compensation rules of if UP were just doing goodwill in my case.
However, I may have had action today. My refund has been processed on my account summary. Just waiting for it to arrive in my bank.

One of the lessons I learned long ago is that good things come to those that complain.