Automatic compensation rules - are they clear?

BristolVR

I am having some difficulty getting the second of the two potential £30 compensations from an ex-supplier.

I note that Ofgem says in its consumer-facing information:

Suppliers have 10 working days from a breach to pay you [the automatic compensation]. They could owe a further £30 if they don’t meet this timeline.

Why do they say 'could'?

Is it discretionary? Is it dependent on other factors (such as customer reminding the ex-supplier)? Does the Ombudsman have discretion to let a supplier off?

It seems unhelpful language to me.

Gerry1

BristolVR said:

It seems unhelpful language to me.

Everything about Ofgem is unhelpful !

bristolleedsfan

Could not be any clearer

bristolleedsfan

Automatic compensation and additional £30 referred to, statutory regulations

BristolVR

Thank you for unearthing that, bristolleedsfan -- I agree it does seem usefully less equivocal.

The image in your first reply seem to be from the press release at:
https://www.ofgem.gov.uk/publications-and-updates/customers-entitled-automatic-compensation-switching-problems-1-may

For the record, I was quoting from:
https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/how-switch-energy-supplier-and-shop-better-deal/compensation-if-there-s-energy-switch-problem

BristolVR

What is there to prevent any supplier avoiding the 'additional standard payment' by withdrawing a final statement and issuing another final statement, with trivial changes from the first, perhaps giving rise to a few pence difference? (There is plenty of scope for such trivial changes given that actual meter readings are often interpolated to produce estimates.)

KittenChops

I had to claim from Ovo, for when they cancelled smart meter installations just before 5pm on a Friday of a bank holiday weekend, when the appointment was for 9am the following Tuesday.  I did eventually get the £60 (several years after having left them, when I became aware of the 'Guaranteed Standard of Performance') but not without a fight - they kept insisting that as they'd given me over a day's notice, I wasn't entitled to anything...

This is the information on Ovo's website: https://www.ovoenergy.com/help/guaranteed-standard-of-performance-gsop
Is there anything similar on your energy supplier's website?

Swipe

It may be written as automatic but in reality you have no hope of receiving it unless you chase it. The £30 should keep rolling every 14 days IMO, that way the supplier at least has an incentive to pay the customer in a timely fashion.