Energy company "Recordings" explicitely telling me they don't have a complaints department

OpolE

Aside from the reason for my complaints over the last year or 2.

I now have my SAR recordings of EDF telling me on multiple calls they do not have a complaints department and pushing me into a corner with decisions and money. 

They didn't follow their complaints procedure. Energy Ombudsman doesn't deal with that 

Who would be regulating false information and lies about complaints handling. I've tried looking at .gov for laws but hit a dead end.

My inurnace company I worked for had the fear of god in them if they missed raising a complaint and acting on it...

BarelySentientAI

Nobody.

There is no procedure for you as a customer attempting to punish a company for what you think are lies and poor customer service, apart from taking your custom elsewhere.

If you have suffered actual quantifiable damages, then sue them for it.

If you want to waste your (and others') time chasing it, try trading standards, your MP, a random tabloid newspaper, speaker's corner...

tacpot12

I would expect that the Energy Ombudsman would (only) get involved if you couldn't get a complaint resolved.

Energy companies don't have to have a complaints department, but they do have to have a published complaints process. You just have to follow their process, and follow up with the Energy Ombudsman if that doesn't resolve the complaint.

powerful_Rogue

OpolE said:

Aside from the reason for my complaints over the last year or 2.

I now have my SAR recordings of EDF telling me on multiple calls they do not have a complaints department and pushing me into a corner with decisions and money. 

They didn't follow their complaints procedure. Energy Ombudsman doesn't deal with that 

Who would be regulating false information and lies about complaints handling. I've tried looking at .gov for laws but hit a dead end.

My inurnace company I worked for had the fear of god in them if they missed raising a complaint and acting on it...

How do you now know they do have an actual complaints department?

OpolE

powerful_Rogue said:

How do you now know they do have an actual complaints department?

After over 1 year of having constant problems (EDF issues constantly. Made me even pay for an electrician to come out to confirm EDF's issue) and being told there was not a complaints department someone randomly emailed me with a complaints signature saying we can't help you as you have gone to the ombudsman. Mental

powerful_Rogue

OpolE said:

powerful_Rogue said:

How do you now know they do have an actual complaints department?

After over 1 year of having constant problems (EDF issues constantly. Made me even pay for an electrician to come out to confirm EDF's issue) and being told there was not a complaints department someone randomly emailed me with a complaints signature saying we can't help you as you have gone to the ombudsman. Mental

So what is the end result you are looking for?

OpolE

Just trying to find out if they broke any laws and can be sued. Seems not

born_again

OpolE said:

Aside from the reason for my complaints over the last year or 2.

I now have my SAR recordings of EDF telling me on multiple calls they do not have a complaints department and pushing me into a corner with decisions and money. 

They didn't follow their complaints procedure. Energy Ombudsman doesn't deal with that 

Who would be regulating false information and lies about complaints handling. I've tried looking at .gov for laws but hit a dead end.

My inurnace company I worked for had the fear of god in them if they missed raising a complaint and acting on it...

Complaints departments are often called Customer relation teams. 

All you need to da is say I Have a Complaint, please pass it on to the team that deals with these. If they then still argue. Contact the CEO & they will have a team that will sort them out.

MattMattMattUK

OpolE said:

powerful_Rogue said:

How do you now know they do have an actual complaints department?

After over 1 year of having constant problems (EDF issues constantly. Made me even pay for an electrician to come out to confirm EDF's issue) and being told there was not a complaints department someone randomly emailed me with a complaints signature saying we can't help you as you have gone to the ombudsman. Mental

You might be hitting a terminology issue, you want "a complaints deparment", they may not have one, complaints might just be allocated to a more senior customer service person to deal with. Why did you not just raise a formal complaint, rather than trying to be put through to a "complaints department"?

BarelySentientAI

MattMattMattUK said:

OpolE said:

powerful_Rogue said:

How do you now know they do have an actual complaints department?

After over 1 year of having constant problems (EDF issues constantly. Made me even pay for an electrician to come out to confirm EDF's issue) and being told there was not a complaints department someone randomly emailed me with a complaints signature saying we can't help you as you have gone to the ombudsman. Mental

You might be hitting a terminology issue, you want "a complaints deparment", they may not have one, complaints might just be allocated to a more senior customer service person to deal with. Why did you not just raise a formal complaint, rather than trying to be put through to a "complaints department"?

"Just trying to find out if they broke any laws and can be sued."

That could be part of the explanation?

In their last thread about the complaint, the OP was asking if they could sue or join a class action lawsuit as well, and we never got to the bottom of the complaint.

In the one before that, they were asking if they could sue because EDF were breaking "UK LAW's complaints procedure" by trying to email rather than call back.

Effort focussed in the wrong place.

otb666

I can understand your frustrations with EDF  I only joined them in April and had problems with them.  It seemed when I rang them that an agent had somehow diverted all my emails to go to the one agent that never replied to me.  In the end I gave up as I was £125 undercharged and left it as was like bashing my head against wall and just upsetting being ignored.  The last email they sent me they said they did not know what I was complaining about After i had produced calculations on where their Kracken system had undercharged me with full breakdown.  I felt life is too short and left it in my favour.