ENERGY OMBUDSMAN DECISION - WHEN IS IT FINAL?

Letrack

After nearly 3 years of smart meter, tariff and irregular billing problems which finally put me over £2000 in debt, I took my complaint to the Ombudsman.  It was upheld but they mentioned that Ofgem rules would not allow a rebill.  Although I hadn't asked for this, I checked the rules and found Ofgem rules did provide scope and challenged.  The challenge was upheld for a rebill, although the Ombudsman had ignored the other part of my complaint where Ofgem Supply Licence rules regarding billing and fairness weren't followed.  Finally I decided to accept the  decision of the Ombudsman as it was, since it is only a binary choice. More than 28 days passed as the energy company said they couldn't comply due to lack of data (which the Ombudsman had already noted in the decison). 
Finally the Ombudsman had to come up with a solution themselves which the company finally agreed with and it was confirmed in writing by both of them to me.  However the Company continued to drag their feet, saying that they hadn't fully understood the impact of the Ombudsman's decision and despite having months to submit all evidence, came up with another piece of evidence, a standard email, which changed the Ombudsman's decision.  I know that I was not able to submit further evidence once the final decision was made last September, how can it be possible or fair that after everything was agreed, the Ombudsman has now changed their mind 6 months later due to pressure from the Company?  It has taken a year to get to this stage from the start of this process.

MultiFuelBurner

Not knowing the details did you use the energy and did you owe that money?

Letrack

I never disputed the energy used but the tariff that I should have been on and therefore the amount charged.  The tariff had been corrected several times in the past which is why it had not been taken to the Ombudsman earlier.  The very erratic billing, ie months without an electricity bill, finally led to a bill swing from £2000 credit to £2000 debit over night, even though I paid by direct debit and always paid more than the Company recommended and I never missed a payment.
Do you know the rules for the Ombudsman and when a decision is actually final? 

MWT

Letrack said:

Do you know the rules for the Ombudsman and when a decision is actually final? 

The intention is that once a final decision has been accepted by the customer that is it.

... but the Ombudsman does recognise that lack of data can present a problem in actioning a decision and will work with the supplier if it is not possible to deliver the requirements of the decision within 28 days.

It sounds like in the course of trying to deliver the requirements of the modified decision something came up that renders the original decision incorrect, do you know what was in the 'standard email'?

You still have the right to take the matter to Court, but of course the Ombudsman's 'final' decision can be used in evidence there and much would depend on the nature of this 'standard email' that was discovered...