Account credit still held by Avro

booshya

MWT said:

booshya said:

MWT said:

booshya said:

I suggest you raise a complaint against Octopus. That will start the 8 week clock ticking as to them resolving it. Apparently Octopus have put some of their senior management up in hotels close to the Avro offices to get all this resolved. I sometimes wonder what they are actually doing there?
Perhaps chewing the cud in the hotel bar?

Not perhaps the most helpful advice.

The Ombudsman is not going to get involved in a complaint regarding the SoLR process while the process is still in progress, and a compliant is not going to get one person moved up the queue when they are dealing with over half a million customers being transferred...

Closed accounts details will get transferred to Octopus eventually, but they are usually the last to be done so it is still rather early to be playing the 'complaint' card.

I'm not expecting anyone to be "moved up the queue", but rather to encourage Octopus to get their finger out.

...

A complaint that cannot progress or be referred to the Ombudsman isn't really going to help, ..

Any complaint that has been rasised against a licenced energy supplier that has not been resolved to the customer's satisfaction within 8 weeks can be referred to the OS.
(even faster if you get a deadlock letter, but I predict that will not be forthcoming, not from Octopus Energy)

That is why I recommeded to the OP that they start the clock now; they have been waiting months already and have been communicating over the issue several times.

Seems despite all this, the OP is no longer worried, at least not until Octopus start asking for a higher DD.

Fred2712

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

Fred2712

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

booshya

Fred2712 said:

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

Fred2712 said:

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

Perhaps not, but you can raise a complaint against Octopus that is about Octopus

But the OP has decided within the last 24 hours they are no longer worried about this, despite obviously having been worried for months over this matter, so it's somewhat of a mute point now.

MWT

booshya said:

Fred2712 said:

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

Fred2712 said:

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

Perhaps not, but you can raise a complaint against Octopus that is about Octopus

Not when it is about an timing of an ongoing SoLR process, the Ombudsman will not touch that as there are no enforceable timescale standards.

... but agreed, the point is now moot. (no such thing as a 'mute point')

booshya

MWT said:

booshya said:

Fred2712 said:

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

Fred2712 said:

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

Perhaps not, but you can raise a complaint against Octopus that is about Octopus

Not when it is about an timing ...

... but agreed, the point is now moot. (no such thing as a 'mute point')

'nuff said


Btw, 'mute point' has been defined as: “When somebody in a group makes a good suggestion, but somehow nobody hears it.”

Quite apt here, I would have thought

Alternative meanings defined here:
https://www.urbandictionary.com/define.php?term=mute point

booshya

MWT said:

booshya said:

I suggest you raise a complaint against Octopus. That will start the 8 week clock ticking as to them resolving it. Apparently Octopus have put some of their senior management up in hotels close to the Avro offices to get all this resolved. I sometimes wonder what they are actually doing there?
Perhaps chewing the cud in the hotel bar?

Not perhaps the most helpful advice.

The Ombudsman is not going to get involved in a complaint regarding the SoLR process while the process is still in progress, ..

MWT said:

booshya said:

MWT said:

booshya said:

I suggest you raise a complaint against Octopus. That will start the 8 week clock ticking as to them resolving it. Apparently Octopus have put some of their senior management up in hotels close to the Avro offices to get all this resolved. I sometimes wonder what they are actually doing there?
Perhaps chewing the cud in the hotel bar?

Not perhaps the most helpful advice.

The Ombudsman is not going to get involved in a complaint regarding the SoLR process while the process is still in progress, and a compliant is not going to get one person moved up the queue when they are dealing with over half a million customers being transferred...

Closed accounts details will get transferred to Octopus eventually, but they are usually the last to be done so it is still rather early to be playing the 'complaint' card.

I'm not expecting anyone to be "moved up the queue", but rather to encourage Octopus to get their finger out.

...

A complaint that cannot progress or be referred to the Ombudsman isn't really going to help, or provide any 'encouragement' but I'm sure that will not stop people trying...

Fred2712 said:

The problem is you can’t raise a complaint about Octopus when the complaint is about Avro

Do you two both work for Octopus?

I ask, because you both seem to have adopted the same mistaken understanding as them.

I've heard from someone that was getting nowhere with Octopus after having their complaint against them closed claiming it was actually against Avro, and then Octopus failed to issue any deadlock letter despite a request to do so, citing the same flawed argument.

That person has since raised a complaint via the OS against Octopus (as 8 weeks had passed since first complaining to Octopus), and within 1 working day the OS complaint was put on hold as Octopus had apparently queried the acceptance of that complaint by the OS.

The OS didn't take too long to reject Octopus's objections, saying there was certainly a valid customer complaint for Octopus to address as the appointed SoLR for Avro.
Currently now waiting for Octopus Energy to add their side of the story to OS, and for the OS to then adjudicate and issue a proposed resolution.
(We already know Octopus's stance; they don't accept the complaint is against them, and the OS has already rejected that stance, so all Octopus can now do is either add any relevant evidence the complainant didn't include, or agree with the complainant, or, as I suspect, not do anything)

Presumably whatever the proposed resolution turns out to be, Octopus will be getting a bill from the OS for their required intervention in this matter.

MWT

booshya said:

I've heard from someone that was getting nowhere with Octopus after having their complaint against them closed claiming it was actually against Avro, and then Octopus failed to issue any deadlock letter despite a request to do so, citing the same flawed argument.

Care to give some details about the nature of the compliant?

There are undoubtedly some complaints that can be taken to the Ombudsman, the point in this thread was that the timeliness of information coming from the administrators isn't something the Ombudsman will get involved in.

booshya

MWT said:

booshya said:

I've heard from someone that was getting nowhere with Octopus after having their complaint against them closed claiming it was actually against Avro, and then Octopus failed to issue any deadlock letter despite a request to do so, citing the same flawed argument.

Care to give some details about the nature of the compliant?

There are undoubtedly some complaints that can be taken to the Ombudsman, the point in this thread was that the timeliness of information coming from the administrators isn't something the Ombudsman will get involved in.

Afaik, it's a very similar situation as the OP described above.
i.e. they were a former domestic customer of Avro with finalised credit still owed (evidence available), but due to events shortly before Avro ceasing to trade, will not become a customer of Octopus.

They saw my advice and followed it, having already lodged a complaint with Octopus.

They are seeking the refund of the credit owed to them.
Octopus say it's nothing to do with them and that the complainant should pursue the matter directly with the Avro administrators.

Ofgem, the industry regulator, say that Octopus is responsible for refunding the credit balances of Avro domestic customers, both current and past

MWT

booshya said:

They are seeking the refund of the credit owed to them.
Octopus say it's nothing to do with them and that the complainant should pursue the matter directly with the Avro administrators.

Ofgem, the industry regulator, say that Octopus is responsible for refunding the credit balances of Avro domestic customers, both current and past

That is a different situation, and it shouldn't have needed to go beyond internal escalation as the CS advice was clearly incorrect, Octopus know that former customer refunds will go through them, they just don't know when the details will come across from the administrators.

Not all CS staff outside the avro@octopus.energy team are as well briefed as they should be.