Late refund from EDF - Am I legally entitled to £30 compensation?

BrianDB

My previous energy supplier, EDF have left me waiting nearly 4 months to properly process my credit refund. Finally I have been told today that they are able to sort it out after I sent a complaint to them via their website. Having waited over 3 months at the time of the complaint I also requested they honour the £30 automatic compensation scheme for late refunds (see link) but they have told me I'm not entitled to this but can offer me £10 instead as a goodwill gesture. 

Here is the link which I believe supports my case:
moneysavingexpert.com/news/2019/04/energy-customers-to-get-p30-compensation-for-delayed-credit-refu/

(as a newbie I'm not supposed to post links so please add www.)

Their argument is this:
"unfortunately this is not an industry or company policy and the GSS of £30.00 is only applied to accounts due to issues with change of supply and not home moves"
Am I wrongly reading the rules listed on MSE?

My situation is that I moved home but didn't take the supplier with me to my new address so ended my contract with them on my moving date. I don't see why this should interfere with the automatic compensation but if I'm wrong and my situation is not covered then that's fair enough. 

Any advice or other links which relate to this gladly received

MWT

As far as I am aware there is no automatic compensation for the situation you describe.

JJ_Egan

This is for a final bill ??from a previous supplier .

< You'll get £30 automatic compensation if your previous supplier fails to refund your outstanding credit within 10 working days of sending your final bil

MWT

JJ_Egan said:

This is for a final bill ??from a previous supplier .

< You'll get £30 automatic compensation if your previous supplier fails to refund your outstanding credit within 10 working days of sending your final bil

It wasn't part of a switch. Just a normal termination of service...

Gerry1

Currently you are entitled to compenstion only if the refund takes too long after the final bill has been issued.  But they can take as long as they like to produce that bill, as the paragraph with the grey background made clear.  So if they took 15 weeks to generate the bill and paid the refund a week later, you don't qualify.

However, your article is out of date: the good news is that from 1 May 20 the late billing loophole will be closed.

https://www.moneysavingexpert.com/news/2020/02/consumers-to-be-entitled-to-p30-if-they-experience-energy-switch/

MWT

Again though, that applies to a switch... this wasn't a switch...

Gerry1

MWT said:

Again though, that applies to a switch... this wasn't a switch...

Surely, after 1 May 20 the compensation for delayed final bills will not limited to a switch?  There's no reason why this should be the case.  In fact, there's even less excuse because there's no gaining supplier to muddy the waters.

I'm no expert, but why would 'Regulation 6CA/Guaranteed Standard E: Delayed final bills' not apply?

Ofgem state:-

3.27. We would note that this Guaranteed Standard relates to all circumstances in which a final bill is issued, regardless of whether this is caused by a switch, change of tenancy, or some other circumstance which creates the termination of a customer’s contract.

MWT

Good catch, yes it would appear to have been extended to cover other terminations, although there still seems to be a loophole for transferred customers from a failed original provider.

BrianDB

I was waiting for an update from Ofgem customer services for their view/clarification but in the meantime I can say that my previous energy company have kindly increased their goodwill payment to £30