Utility Warehouse ignored the Energy Ombudsman decision, what are my options?

Imvrasos

As per the title, I have been facing an ongoing estimated billing issue, and escalated my complaint to the Energy Ombudsman who ruled in my favour and requested my account to be rebilled on actual readings while also issuing a small compensation.

The supplier did credit the compensation amount, however they still rebilled me on estimates and the ongoing overcharging remains. While the supplier considers the complaint closed, the Ombudsman only response is their commitment to 'keep sending requests to the supplier' and use a 'specialist team of partners to work with the supplier'.

The above is ongoing for 3 months with no improvement, while the supplier keeps happily issuing estimated bills in my name. To advise the scale of overcharging going on, in 2023 my (electricity supply only) consumption was 5.5MWh, while the supplier estimates I am annually importing 20MWh(!).

The Energy Ombudsman marketing communications state its decisions are 'legally binding', is there a way to enforce this? I am aware about the small claims court however I don't think it is applicable in my case as I am still a customer and the issue is an ongoing billing issue, it is not related to the company owing me a specific amount; I don't mind running a credit balance with the supplier as long as I am billed on what I use.

To be honest I can't think of another industry arbitrarily imposing the commodity amounts they sold to the customer, over the actual amounts bought, and getting away with it. I faced several issues with energy suppliers in the past, however they always complied with Ombudsman decisions; Utility Warehouse's conduct in my case leaves me perplexed and unaware on what sort of escalation I need to do to protect my rights as a consumer?

MWT

There comes a point where the best option is to exercise your right to move to a different supplier...

MeteredOut

How much do you estimate you are in credit? 

ArbitraryRandom

If I were you, I'd switch to a new supplier - then if you don't agree with their final bill, take THAT to the ombudsman with your calculation for what it should be/what you should be refunded. 

Bear in mind that the final reading on your final bill might not match the closing reading you provide - transfers between suppliers are agreed between the two suppliers so as long as your closing reading with UW matches your opening reading wherever you're moving to you're okay  

QrizB

MWT said:

There comes a point where the best option is to exercise your right to move to a different supplier...

Agreed, ditch UW and switch elsewhere. They will have to give you a correct final bill.

Imvrasos

MWT said:

There comes a point where the best option is to exercise your right to move to a different supplier...

I agree, my main concern is my heavy off peak usage about 80% of my total import, UW is currently offering 11p/kWh off peak while I see rates 50% higher in Octopus and the like. Guess it's an example of 'you get what you pay for'.

Imvrasos

MeteredOut said:

How much do you estimate you are in credit? 

I estimate I am in debit by a small amount but as per my initial message the issue is not on the bill or account balance, it's on UW ignoring a supposedly 'legally binding' decision. Not a question directed to you, just wondering if other people in the forum have faced a similar issue of the supplier ignoring the Ombudsman, and successfully managing to have the decision applied?

Imvrasos

ArbitraryRandom said:

If I were you, I'd switch to a new supplier - then if you don't agree with their final bill, take THAT to the ombudsman with your calculation for what it should be/what you should be refunded. 

Bear in mind that the final reading on your final bill might not match the closing reading you provide - transfers between suppliers are agreed between the two suppliers so as long as your closing reading with UW matches your opening reading wherever you're moving to you're okay  

True, switching out and then disputing the final bill with UW is a way out of this, however further to the rate concerns, I worry this would further complicate things and add a third party into the equation. So I would have to:

request a switch to the new supplier

assume UW does not block the switch and it commences

assume the switch does not happen on incorrect estimates (UW is also transposing my 2 distinct meters in their bills so the discrepancy can be in the range of 40MWh)

receive the final UW bill

dispute the bill with UW

escalate to the Ombudsman

So many steps in the way with high risk in every step.

BobT36

Aren't they in breach of their licensing conditions if they don't use your readings and use estimates? Last year or so (so check it's not out of date) I saw someone post this on here: