Energy Ombudsman Services - Fit for Purpose?

[Deleted User]

I recently escalated a complaint relating to final billing to EOS. Despite being presented with calculations showing that an incorrect adjustment had been actioned on an amended Final Bill, the supplier refused to budge and went to deadlock.

I passed that complaint to EOS - along with a detailed evidence file - and asked for a single remedy: an accurate final bill. I was not looking for compensation.

The initial investigation was carried out quickly. The investigator call me to discuss her Interim Decision: she  agreed that a billing error had been made. The interim Decision was published. Mistake 1: I accepted the Interim Decision before the supplier.

The supplier appealed the Interim Decision but offered no new evidence or facts. A new EOS investigator agreed the appeal but offered no explanation as to why she had overturned the evidence in support of the original Decision. She might have just tossed a coin. Having upheld the appeal, the Interim Decision then becomes a Final Decision with no right of further appeal. As my sole aim was get an accurate final bill, the only option left to me was raise a complaint against EOS. This they failed to acknowledge and it took me a week to get any response from them.

Eventually, after contacting the CEO’s office, a senior investigator was appointed. After about 5 days, he agreed that the upheld appeal was wrong but as the Final Decision had been issued all he could do was have a chat with the supplier. Sadly, his investigation was also flawed as he also failed to look at the original evidence. With time up against me, I had to accept the Final Decision which the supplier has now implemented.

I can already hear critics saying that I am just upset at the Final Decision going against me. That would be true were it not for the fact that as a result of the supplier’s baseless appeal, I am now £20 better off than I should be had the EOS investigation been carried out properly. The supplier imposed a charge that it had already been waived (as per the Deadlock letter) and credited my account with money which been credited. Mistake 2: I should just have said nothing.

Ofgem needs to look at alternative methods of dispute resolution as EOS needs to raise its game. 

penners324

Reject the final decision and issue court proceedings?

TonySimon

They are not fit for purpose.  The consumer knows more than them I feel.  They told me to claim my credit balance refund from the administrators of Symbio rather than Eon Next.  I made a complaint and the next tier inside EO Service agreed with previous decision.  I did eventually get refund from Eon Next but no thanks to the Ombudsman.  Chocolate watch/teapot/fireguard etc