Scottish Power not implementing Energy Ombudsman ruling

Cygnus_X1

Hi,

 

Has anyone ever heard of an Energy Provider refusing to implement an Energy Ombudsman ruling ?

 

Very long story short.

My dual fuel provider, Scottish Power, back-billed me in July 2020.

They had my gas meter wrongly noted as metric when it’s actually imperial, so they’ve been undercharging me for years. Can’t say I’d ever noticed one way or the other.

After much to-ing and fro-ing over unclear bills they reversed out all bills for the last 5 years so I could clearly see how the back-bill was arrived at.

The switch from metric to imperial on the bill is Sept 2018, but they make an credit adjustment at the end of the bill so that the back-bill is for only 12 months to July 2019.

 

My main issue was I couldn’t agree the adjustment they’ve made. I made repeated requests to SP for their calculations but was always told “it’s correct”.

Their adjustment was -£201.46, I calculated -£321.86, an overcharge of £120.40.

Also, my account balance was in credit at £120.99 just before they reversed everything. It disappeared.

From all this I drew the conclusion that they’ve back-billed me for more than the 12 months allowed, and “paired-off” the excess amount against my existing balance credit.

 

They refused to budge and I opened a case with the Energy Ombudsman in October, over 3 issues:

- excessive back-billing as above

- appalling customer service from SP (my original complaint was only logged on the fifth attempt and on 2 of those occasions I was told it had been logged when it hadn’t)

  I could list many more issues with their customer service but I’m trying to keep this concise

- to be allowed to leave SP without incurring early cancellation charges on my tariff

 

The EO found in my favour on all 3 points. FYI their calculation on the back-bill adjustment was -£319.25 – only a couple of pounds out from mine.

SP have since confirmed in writing I can leave without early cancellation charges (provided the debt is settled).

I’ve also been awarded compensation for my trouble which was credited to my SP account.

 

However,  despite a covering email from SP stating “we have now fully implemented the remedy points awarded to you by The Ombudsman” the actual Remedy Letter

states “the balance and workings by the Ombudsman are incorrect” and they have not corrected the back-bill adjustment within the 28 days required by the EO.

I did tell this to the EO but I’ve heard nothing from them.

 

Seems to me SP have put two fingers up at the EO and I’m effectively being held hostage for the back-bill amount.

 

Any thoughts / advice ?
Thanks

[Deleted User]

Sadly, The EO Service relies on self certification by the supplier of compliance. The EO will give the supplier another 28 days to comply. From this point, your only option is to go to Court using The EO's Decision in support of your case. Sadly, The EO has no compliance powers underwritten by Statute.

wakeupalarm

I am in a similar position with Together Energy ignoring the EO decision.
They state that the EO Decision is binding on the Energy company but take no action to enforce it.

I have been waiting for a refund of my credit balance after switching away over 7 months ago, the EO ordered them to refund me back in January but Together Energy just ignore the order. 

The whole process of going to the EO is pointless.

Cygnus_X1

I've seen comments elsewhere online that the EO decision is binding on the Supplier, but that the EO lack powers of enforcement.
Makes a mockery of the whole process if the Supplier refuses to comply and customers are forced to go elsewhere for a resolution.

In my case I'm weighing up the options of 
1) EO's own investigation or remedy implementation processes
2) Trading Standards. SP's Complaint Handling Charter states "If you agree with their decision, we have to act on what they say" No ifs, no buts. 
3) Court. Dolor's comment about the EO decision supporting my case did occur to me - first thing they might ask SP is why they won't fully comply.

I've sent a chaser to the EO so will see if they come back with anything before deciding what to do.

Cygnus_X1

An update on this previous thread.

I've contacted SP eight times since then - each time I've been told my complaint with them is closed as resolved.
It's not resolved - they haven't implemented the Ombudsman's ruling. 
So basically they aren't even prepared to discuss this with me.

Anyway, will be taking action against SP next week.
Weighing up my options at the moment but lodging a Simple Procedure claim in Court is top of the list.