Energy Ombudsman's final decision based on wrong calculation given by Scottish Power

Bendo

Yes they can use it to support it but ultimately the judge makes his own decision, what has been decided by someone spending a few mins looking at it, who may or may not be legally qualified at ombudsman services doesn't carry a great deal of weight.

On the face of it, this appears to be a simple case where the OP should be able to show evidence if payments and statements that do not tally.

The ombudsman decision won't impact the judge being able to read a few simple energy & bank statements.

However if it really is that simple, the error is likely to be seen when someone competent at the supplier deals with the LBA or if it goes furrher, the evidence pack.

dbks

Complaints we can’t investigate

Our service complaints procedure doesn’t cover:

• your disagreement with our decision on your complaint about your service provider;
• the evidence we looked at in reaching that decision; and ....

https://www.ombudsman-services.org/unhappy-with-our-service

Alex0857

Bendo said:

However if it really is that simple, the error is likely to be seen when someone competent at the supplier deals with the LBA or if it goes furrher, the evidence pack.

I really did hope that Scottish Power could easily address this simple calculation error unfortunately they never replied to my point of query. Their customer services from overseas just copy and paste standard emails without addressing my particular point of complaint.

[Deleted User]

Alex0857 said:

Bendo said:

However if it really is that simple, the error is likely to be seen when someone competent at the supplier deals with the LBA or if it goes furrher, the evidence pack.

I really did hope that Scottish Power could easily address this simple calculation error unfortunately they never replied to my point of query. Their customer services from overseas just copy and paste standard emails without addressing my particular point of complaint.

For the avoidance of doubt, was the original interim Decision in your favour, and if it was changed did you get the opportunity to provide further evidence to overturn the revised Decision?

Alex0857

Dolor said:

For the avoidance of doubt, was the original interim Decision in your favour, and if it was changed did you get the opportunity to provide further evidence to overturn the revised Decision?

Yes the first Officer in EO checked all documents including my bank statements then agreed with me and ordered SP to repay me back £605.59 which SP have overcharged me. SP appeal and second Officer did not look at my query of payments calculation error between 2019 to 2021. He overturned the first decision with the reason that SP has been my supplier since 2012 not 2014, which is totally irrelevant to my point of calculation error between 2019 to 2021. I was never given an opportunity to do anything in SP's appeal. Shocking level of standard EO!!

Alex0857

[Deleted User] said:

For the avoidance of doubt, was the original interim Decision in your favour, and if it was changed did you get the opportunity to provide further evidence to overturn the revised Decision?

The second decision is final and I am given only 2 choices, either accept or reject. If I accept this unfair decision then EO will order SP to issue letter of apology and £75 for their poor customer services. If I reject this unfair decision then nothing will happen!

Alex0857

Dolor said:

If a supplier has provided The EO with further information then it is only fair, in my view, that The EO offers you, the complainant, the time and the opportunity to provide further information to counter the Final Decision. Personally, I would invoke The EO Complaints Procedure. The reviewing officer will then determine whether or not the investigating officer has followed their own internal procedures.

How do I complain about the energy ombudsman service?

Contact

1. Energy Ombudsman complaints form or call 0330 440 1624.

I have filled up the Energy Ombudsman complaints form several times and submitted but they all returned "Sorry we cannot process the form at the moment. Please try again later"

Alex0857

Dolor said:

@Alex0857  Make a complaint against The Energy Ombudsman Service. At the very least they owe you an explanation as to why the points that you have raised have been ignored? I would gently point out that their credibility as an arbitration service is in doubt if they fail to consider ALL the relevant facts. You might even get some compensation for the Service's failings.

@Dolor how do make complaint against EO. Their website does have the complaint form but I tried many times it keeps saying cannot process at the moment please try again later. I have also written directly to the investigation officer last week pointing out the calculation errors that he has overlooked. He replied on Monday saying he will revisit the matter in view of your comments and advise in due course. I have got a feeling he might not do anything about it and I have got the last 6 days to either accept or reject his last decision with calculation errors. Thank you

[Deleted User]

Just call them and add the failure of their website to your complaint. Out-of-fairness to you, they should also delay the implementation of their Decision until this matter is resolved. Best of luck.

Streaky_Bacon

Dolor said:

Just call them and add the failure of their website to your complaint. Out-of-fairness to you, they should also delay the implementation of their Decision until this matter is resolved. Best of luck.

If you do call them I would also get the matter recorded in an email to them

enquiry@ombudsman-services.org

On 25 Feb 2021 I received a final bill from Scottish Power saying that I owe them £833.54. I looked at the statement and noticed an error as it only showed i had paid £1,343.07 between July 2019 and February 2021, but my records and bank account show that I had paid a total of £1,948.66 between July 2019 and February 2021. The evidence shows that Scottish Power have overcharged me £605.59

So SP, say that you owe them £833.54.

Do you say that they owe you £605.59, or that you owe them (£833.54 minus the £605.59 overpayment) = £227.95?

You say that you paid £1,948.66 over the time period, but what is the total billed over that period (not the amount they said you paid, but the amount that they billed you for)?