The Energy Ombudsman's Compensation System

Lewie

QrizB. The same. I took a photo of each meter on the day I was told that I was being switched. The 'People's' Energy owed me and that was sorted out a couple of months later and done correctly. There was no issue that side.

MeteredOut. Forced change of supplier. The 'People's' Energy going bust.
It was all in my post but for some reason it looks like it's been edited? No idea why. Truth? Perhaps Paula Venells works for MSE! 
There was no reason to change the figures after 8 months and certainly not without letting me know.
Had I not been vigilant I would never have known. How it's legal I don't know. But, as usual, they don't have to answer.

QrizB

Lewie said:

QrizB. The same. I took a photo of each meter on the day I was told that I was being switched. The 'People's' Energy owed me and that was sorted out a couple of months later and done correctly. There was no issue that side.

When you switch supplier, your changeover reading goes for independant verification by what @Gerry1 calls "the mysterious third party". This organisation can adjust your changeover reading. Provided both suppliers use the same reading, and provided the difference from the actual reading is within a fairly broad tolerance (I think it's 250kWh), it's acceptable to Ofgem and there's nothing you can do to change it.

Of it's outside that tolerance, you can raise what's called an Agreed Readings Dispute. However, depending on the tariffs that applied, you should first check whether you have gained or lost from this change. If you're better off, there's no real point pursuing it.

Gerry1

Revealed: Secrets of The Mysterious Third Party !

https://help.so.energy/support/solutions/articles/7000046447-my-opening-reading-is-wrong

Lewie

No wonder it's all such a mess. 
If only we could all decide which reading was acceptable and not face consequences!!
Either way, it wasn't just that they changed them, it was the fact that it was 8 months later and I wasn't asked/informed about it.
Imagine if I was someone that wasn't diligent and the difference was £1,000.
Unless I could make head or tail of the bills (and you needed to see them to believe the nonsense) then most would not know what to do and they may eventually give up.
The whole industry is a shambles. 
I've since moved to OVO and I have problems with them too.
I switched after seeing how easy my daughters bills were to understand.
One bill a month (unlike BG, I was getting them on all sorts of dates), simple.
Well, it appears now I've joined them they decided to change the system.
I have two account numbers, one is dormant. 
I've asked them to get rid of that one twice, still it's there.
I have dual fuel with them but the app was only showing electricity for the first month or so which in turn triggered a lowering of my direct debit, even though I knew I was paying the right amount.
I rang them and I now have both tariffs on the app and asked them to leave my DD alone.
We shall see.
Competition = opportunity for corruption/incompetence, IMHO

Cheers Gerry1, I'll take a peek.

GerryP69

For what it's worth, I was failed badly by my energy provider. I had repeatedly provided evidence suggesting my smart meter data was inaccurate. They said they were going to change my meter then denied this. They asked for screenshots and photos then completely ignored them. 

They only agreed there was an issue when the data showed I'd used £17,000 of gas in a month. It took a year to get there and finally get my meter changed.

In between raising the issue and the 11 months it took to get the meter changed, I took time off work for dozens of promised calls that never came. I had 6 complaints handlers, only 2 ever contacted me and neither could resolve the issue. They ignored my MP and finally shut me down with a deadlock letter. I've never experienced anything like it. I eventually went to the Ombudsman and have been offered £200 and a written apology. That doesn't even cover the 2 day's lost wages for the calls they promised me but never made, but I'm inclined to accept, draw a line, and move on.

tifo

QrizB said:

tifo said:

Anytime i've used the Energy Ombudsman i've found them to be slow, lacking in knowledge, taking the supplier's side and generally useless in resolving the dispute fairly.

As a general rule, the ombudsman does not investigate. They review your evidence and the supplier's, and reach a decision.

If the ombudsman lacks knowledge of your case it's because you haven't supplied the information.

I've always supplied a lot of evidence in my cases and i have some experience with the Energy Ombudsman on several complaints against my energy supplier for gas and electricity (separate) and many years of experience with the Financial Ombudsman on hundreds of cases (personal and work). I came to this website in the PPI/charges times.

And my experience in 17 years is that they are biased towards the firms and believe anything they say. I've had some ridiculous decisions and many showed a lack of knowledge for rules, regulations and law (yes, i know ombudsman don't have to follow the law, they know better than judges).

edf_bill

n.b. The Energy Ombudsman can as part of an upheld complaint decision, put forward a resolution which includes a 'goodwill gesture'. These are the exact words that they use, not 'compensation'. In the end, it's a matter of both the complainant and the energy company accepting the proposed figure for goodwill.