Ombudsman issues

Danpickup1986

I currently have a complaint raised with the energy ombudsman against Eon. The complaint was raised in Mid March and the deadline for a decision was due yesterday. I had submitted all my evidence on time and done everything asked, but after calling them today to find out what is going on I was told they haven’t even started the investigation yet! I have received zero communication from them since mid March snd nothing to say there may be a delay. I understand there is a crisis at the moment, but all the time this is going on, my bill with Eon is constantly rising and if a decision doesn’t go my way, it’s something I’m going to have to be left with. Is there anything I can do??

stewie_griffin

They will be waiting for eon to send them a case file so that they can carryout their investigation. This will have been delayed by the current situation, so to answer your question there's probably not a lot you can do but wait.

Biscuit_Tin

Danpickup1986 said:

I currently have a complaint raised with the energy ombudsman against Eon. The complaint was raised in Mid March and the deadline for a decision was due yesterday. I had submitted all my evidence on time and done everything asked, but after calling them today to find out what is going on I was told they haven’t even started the investigation yet! I have received zero communication from them since mid March snd nothing to say there may be a delay. I understand there is a crisis at the moment, but all the time this is going on, my bill with Eon is constantly rising and if a decision doesn’t go my way, it’s something I’m going to have to be left with. Is there anything I can do??

I presume you mean you submitted your complaint to the ombudsman in mid-March, so it's been ongoing with Eon for quite some time.
You should have received an acknowledgement of receipt from the OS, with an expected timeline - but even that may have gone out of the window with the current crisis.

When you were in complaint with Eon, you could have requested the bill (or at least the portion that was in dispute) was stayed.

If Eon had provided you with a deadlock letter, then they could have lifted that stay, but as soon as you had escalated that to the OS (because when you were sent an acknowledgement of receipt, Eon should also have been informed) Eon should have continued the stay pending a resolution by the OS being made (and accepted/rejected by you)

If you are still being supplied by Eon, your bill will continue to rise as you are using their supply.

Edit: Reading your post again you say "The complaint was raised in Mid March and the deadline for a decision was due yesterday"
What "deadline for a decision"?
Have I got this wrong and you only submitted your complaint to OS yesterday/today?

Danpickup1986

Apologies, to be clear I submitted my complaint to the Ombudsman in mid March, the complaint has been ongoing with Eon for some time now. I have never been given the option of ‘stay’ from Eon at all, during the whole complaint, and I continue to get monthly bills which are increasing substantially despite this case having been with the Ombudsman since mid march