Ombudsman, ScottishPower both ignore evidence and correct resolution

Petriix

@ElaniArtin I mean this in a kind way: if you're not able to roughly calculate what your bill should be then you are basing your complaint on assumptions rather than reality. It seems to me that you are simply misunderstanding the complex bills rather than there actually being any discrepancy.

Sometimes bills become ridiculously overcomplicated when there are regular estimates which are later superceded by real readings. While actual billing errors do occasional occur, they are rare and most people who come here claiming to have been overcharged have not been. 

Before doing anything else, you need to get someone to look at your bills and establish whether there's a genuine error. This is not what the Ombudsman is for. My guess is that you've simply experienced some convoluted billing which likely adds up overall.

If you have the wherewithal to post the disputed bills here (redacted of personal information) then we can help, but otherwise we're just guessing. 

ElaniArtin

I agree that it dies need to be re-calculated for sure. I have shown an example from the statement of account that SP gave the ombudsman. The estimated and the actual readings are both included, and as I look down the columns there is no adjustment, no credit.

Thank you

Gerry1

Never refer to 'gas units' or, even worse, 'gas units billed'.  It's a formula for endless confusion because it's so ambiguous: if you say you've been 'billed for 1234 gas units', is that 1234 cubic metres, 1234 hundreds of cubic feet or 1234 kWh?

Remember that the ombudsman does not investigate, they merely look at the written evidence provided by each side.  Always keep it clear and simple, otherwise it may become a case of TL;DR.

ArbitraryRandom

ElaniArtin said:

I agree that it dies need to be re-calculated for sure. I have shown an example from the statement of account that SP gave the ombudsman. The estimated and the actual readings are both included, and as I look down the columns there is no adjustment, no credit.

Thank you

Ignore everything from Scottish power/the case for now. 

You said you have your readings that you have taken over the years? Can you also see on your account your bills from 2018 (or you can email SP to request them)?

I would suggest, if you have that info, can you post on here:

- your readings (tell us if it's gas or electric)
- the date you took the readings
- the rates you were paying (not their calculation, just the unit rates for your gas and electric plus the standing charges). Using this example bill, the only numbers you would need would be 28.221p and 30.610p 

It would also help if you could look at your gas meter and say if it says m3 or ft3 anywhere on the dial. 

I will then create a google doc for you working out what you used and post a link - then all you need to do is deduct your payments (from your bank account statements) to work out what your credit should be and we can see how closely SP's figures match.