Energy Ombudsman

HillStreetBlues

How good are they?
I've just made a complaint about Tomato Energy. I switched at the start of Sept 24 and so far have failed to provide Octopus the flow D86 so Octopus can't issue final bill that has over £400 of credit.
The have also used the wrong reading when producing my first (and so far only) bill. I wasn't going to bother with the wrong reading but the lady who called from the EO said I should.
My first impressions are very good, I only opened a complaint yesterday.

I did complain directly to TE first, but after 8 weeks with no reply I got the EO involved.

Chrysalis

Seems to be a fair few complaints on the net from Octopus leavers about final bill shenanigans, luckily I am on variable DD, so avoid any tied up credit stuff.

Gerry1

HillStreetBlues said:
The have also used the wrong reading when producing my first (and so far only) bill. I wasn't going to bother with the wrong reading but the lady who called from the EO said I should.

Something's clearly gone wrong if it hasn't been resolved after all this time.  However, the variance in the opening reading could be down to The Mysterious Third Party.

HillStreetBlues

Gerry1 said:

HillStreetBlues said:
The have also used the wrong reading when producing my first (and so far only) bill. I wasn't going to bother with the wrong reading but the lady who called from the EO said I should.

Something's clearly gone wrong if it hasn't been resolved after all this time.  However, the variance in the opening reading could be down to The Mysterious Third Party.

I know what happened as Octopus told me. TE requested a reading from Octopus before the switch date, Octopus gave them the last reading they had which was a month out of date. I supplied both Octopus & TE the same correct reading on actual switch date. TE totally ignored that and billed me the month old reading. It should have been picked up but as TE haven't sent D86 there has been no agreement on final reading.

lohr500

I've found the Ombudsman to be very effective.

I raised a case regarding TE on the 20th November. 

It was primarily related to their incorrect billing for August and September and their failure to refund the overcharges/stop the DD payments as promised until the problem was rectified. But also on their blocking of my request to switch away from them, against industry guidelines on overdue payments/billing. 

The Ombudsman found in my favour on the 17th January and has instructed TE to repay the overcharge based on my calculation and to pay an amount of compensation that the Ombudsman suggested and I was happy with.
I would prefer not to state how much the compensation value is, as the decision is now awaiting acceptance or rejection by TE.They have 14 days to agree or appeal, starting 17th January.

Apparently TE did not respond to any contact from the Ombudsman.

The compensation value is largely irrelevant. I raised the complaint with the Ombudsman out of principle, due to TE's failure to honour promises given on numerous occasions.  The Ombudsman needs to be aware of how TE are conducting their business.

It remains to be seen if TE will appeal against the decision and/or if I receive the payment value prescribed by the Ombudsman. 

Dogbyte009

I've found the ombudsman to be very good too.

Had an issue last year moving solar export payments to a different supplier, with each side blaming the other. Once the ombudsman was involved it was sorted in a couple of weeks. I got £50 compensation for poor customer service too - which I wasn't particularly looking for but I wasn't not going to turn it down!

sparky0138

I've also had a very positive experience with the ombudsman. They were very good at communication and providing updates. I would have been happy with the experience even if they hadn't found in my favour.

HillStreetBlues

Thanks for the FB instils confidence that the process will work as it should.

Doc_N

I used the Energy Ombudsman in a complaint about Octopus, because every attempt to get it resolved with Octopus, including the CEO’s office, failed. 18 months of utter failure by Octopus sorted out by the Energy Ombudsman within 6 weeks or so. Highly efficient process - but still can’t understand why it was necessary.

AlphaCentauri

I had an issue with British Gas who were messing me about.  The Ombudsman helped me resolve it quickly and I even got a few extra quid out of it.  I'd have preferred it if British Gas had resolved the issue rather than forcing me to raise the complaint though.

HillStreetBlues

Doc_N said:

I used the Energy Ombudsman in a complaint about Octopus, because every attempt to get it resolved with Octopus, including the CEO’s office, failed. 18 months of utter failure by Octopus sorted out by the Energy Ombudsman within 6 weeks or so. Highly efficient process - but still can’t understand why it was necessary.

You have far more patiences than I do, glad the Ombudsman sorted for you.