OVO does not implement complaint remedy actions from Ombudsman

VitSmith

Hi all,

A couple of years back I have raised a complaint with OVO. Their complaints team ignored it, however they did provide a reference to escalate the complaint to Energy Ombudsman, which I did. March 2022 Ombudsman Service decided that OVO Energy was in the wrong and that they should take specific remedial action.
A few weeks later OVO falsely informed me and Ombudsman that the remedial actions have been implemented, the complaint case resolution was flagged as implemented.
I have got in touch with Ombudsman to inform them that contrary to OVO remedial actions have not been implemented, providing evidence to support my claim.
I had to chase Ombudsman on a few occasions, eventually they have informed me that OVO confirmed the remedial actions have not been implemented.
It has been a year and half and it doesn't seem like there is any progress on any side. OVO have been utterly useless with every rep forwarding my queries to departments that never get back. Ombudsman seem to be completely reluctant to compel OVO to implement their own remedial actions.
What options do I have to unblock the situation?
Any advice would be greatly appreciated.

[Deleted User]

What options do I have to unblock the situation?

Two options. One, you can raise a further complaint against the supplier and escalate to The Energy Ombudsman. Two, if there is a goodwill payment involved you can take the supplier to The Small Claims Court using the EOS Decision in support of your claim.

Sadly, EOS Decisions are not Statute Enforceable hence the need to go to Court if money is involved. 

QrizB

VitSmith said:

March 2022 Ombudsman Service decided that OVO Energy was in the wrong and that they should take specific remedial action.

As Dolor says, your options depend largely on exactly what remedial action OVO agreed to take.

Are you able to share this with us?

VitSmith

QrizB said:

VitSmith said:

March 2022 Ombudsman Service decided that OVO Energy was in the wrong and that they should take specific remedial action.

As Dolor says, your options depend largely on exactly what remedial action OVO agreed to take.

Are you able to share this with us?

Certainly, here is a full list of remedy actions determined by EOS:

Remedy 1

Provide an apology for the shortfalls in customer service

Remedy 2

Process the transfer of the electricity account to it

Remedy 3

Credit your energy account with the difference in electricity charges from the date of the gas supply transfer to the date of the electricity supply transfer

Remedy 4

Credit the energy account with £100 as a gesture of goodwill

Remedy 5

Refund the credit balance of the energy account to you

I have received an apology and the goodwill payment. Remaining and arguably key actions have not been implemented.

EssexHebridean

Have you asked the Ombudsman (you can usually make telephone contact with the officer handling your case) what timescale they expect for the remedies to be fully implemented? 

[Deleted User]

EssexHebridean said:

Have you asked the Ombudsman (you can usually make telephone contact with the officer handling your case) what timescale they expect for the remedies to be fully implemented? 

Not necessary. This is what it states on the EOS website:

‘When you accept a decision your supplier is obliged to implement the proposed remedy within 28 days. If it remains outstanding after 28 days, we will contact the supplier to understand why and will keep you informed until it has been completed.’

The problem is that some suppliers mark the file as ‘remedies complete’ before any action has been taken.

VitSmith

The problem is that some suppliers mark the file as ‘remedies complete’ before any action has been taken.

OVO has done exactly that. OES have been apparently following up and OVO openly admit that the remedies have not been implemented, however as there are no penalties it just seems like OES is rather useless in this case.

ArbitraryRandom

Your only option for action 2 would be a new complaint to ovo, followed by escalating to the ombudsman. I know it sounds pointless, but it costs the energy company something like £300 each time a case is escalated, so it's more effective than just 'chasing'. 

As Dolor suggested, if you work out the total amount still outstanding for actions 3 and 5 (assuming it's less than £10k) you can chase the money via the small claims court. 

The process is entirely online, very similar to/as easy as your original ombudsman case (you already have the evidence you need in the form of the ombudsman's summary, so only have to document your calculations), and you can add the cost of the filing to the amount claimed. 

Once you have that decision in your favour (assuming they don't settle), you have more options for civil enforcement if required. 

https://www.moneyclaim.gov.uk/web/mcol/welcome