Energy Ombudsman

Doc_N

HillStreetBlues said:

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.

I was pretty patient with them, because I found it difficult to understand why a simple billing issue couldn’t be resolved, particularly once it had been escalated, after all else failed, to the CEO. There was no argument from them - just a complete failure to act on the readings they already had from the smart meter. The EO investigator was highly critical and ordered an immediate payment plus a compensation payment in the hundreds.

FreeBear

I went to the EO after Toto the clowns kept blocking a switch and couldn't/wouldn't bill me correctly for gas (they were billing me for imperial readings from a metric meter). Then Toto had the temerity to go bust just as the EO started to look at the complaint...

HillStreetBlues

Your complaint about Tomato Energy
The issues you told us about
Issue 1: BILLING - Billing Delays
Issue analysis:
We have discussed your case with Tomato Energy, with regards to receiving your final bill.
Whist looking into your case, you have advised you switched from Octopus to Tomato energy
on the 02 September 2024 and you are still awaiting your final invoice from Octopus.
You have called Octopus about this and been advised they are awaiting the D086 flow as per
industry process for them to finalise your account and provide the final invoice.
You have provided a read from 01 September 2024 of 32330.
Issue 2: CUSTOMER SERVICE - Quality of customer service
Issue analysis:
You have also advised you have emailed Tomato Energy about this issue and have not
received a reply.
Conclusion
It is the responsibility of the gaining supplier to ensure the change of supply reading is
validated with the data collector. Once the reading has been validated the data collections
company would need to send the D086 to both parties to use for billing.
Therefore, Tomato Energy will need to ensure your change of supply reading of 23220 has
been validated and chase the D086 if this has not been received.
I have not received a response from Tomato Energy with regards to your complaint and
therefore I have not been provided with any evidence to show this process has been followed.
You would like to receive your credit balance back from Octopus energy and this is preventing
you from receiving your refund.
Having completed my review, I do feel there have been instances of shortfalls in customer
service, these include.
• Not responding to emails, you have sent to the supplier about this issue.
• Lack of explanation prior to approaching Energy Ombudsman service

• Not ensuring your change of supply read has been validated.
• The worry and concern this caused.
Based on the shortfalls in service, I will require Tomato Energy to apply a credit of £100 to the
energy account and provide you with a written letter of apology.
If the supplier cannot carry out the remedy exactly as we have stated but can reach the same
outcome another way, we are happy to accept this without the need to lodge a decision
challenge. Similarly, if an action has already been completed or is no longer necessary
because of another action, the remedy can be marked as complete without the need for a
challenge to remove it.
My Direct Dial is 0203 *** **** and my working hours are Monday to Friday 8am to 4pm.
You have accepted this decision on 03 March 2025.
Putting things right
If you accept our decision the following are what Tomato Energy will do to put things right.
Resolution 1:
Apply a credit of £100 to the energy account to recognise the shortfalls in service.
Resolution 2:
Ensure the change of supply reading is validated and a data flow is sent to both suppliers.
Resolution 3:
Send a written letter of apology.

Now have to wait to see if TE complies.

lohr500

HillStreetBlues said:

Now have to wait to see if TE complies.

The Ombudsman ruled in my favour on a complaint I raised with TE on 20/11/2024.
They received no response from TE to my complaint and determined that : 

• TE should pay me £27.33 which was my calculation of the overcharges from my Aug/Sept/Oct bills.
• TE should pay me £75 compensation to cover the time I spent in discussion with them to try and get the billing resolved.
• TE should write a letter of apology to me.

The deadline for the payments and letter of apology was 1st March. 
I have received neither from TE and the Ombudsman is now in contact with TE about this.

It would seem as though TE are as responsive to The Ombudsman as they are to many of their customers.

EDIT : Although a few days past The Ombudsman deadline, I have received a email from Tomato Energy this afternoon apologising for the delay and complete with the written apology. The expected refund and compensation payment has also been issued and is due to hit my account within 2 days. 

masonic

Thanks for posting the decision letter. It is helpful to understand the factors the EO considers and how they are weighed. It should help others to formulate a strong complaint should the need arise.

HillStreetBlues

As expected nada from TE

TroubledTarts

lohr500 said:

HillStreetBlues said:

Now have to wait to see if TE complies.

The Ombudsman ruled in my favour on a complaint I raised with TE on 20/11/2024.
They received no response from TE to my complaint and determined that : 

• TE should pay me £27.33 which was my calculation of the overcharges from my Aug/Sept/Oct bills.
• TE should pay me £75 compensation to cover the time I spent in discussion with them to try and get the billing resolved.
• TE should write a letter of apology to me.

The deadline for the payments and letter of apology was 1st March. 
I have received neither from TE and the Ombudsman is now in contact with TE about this.

It would seem as though TE are as responsive to The Ombudsman as they are to many of their customers.

EDIT : Although a few days past The Ombudsman deadline, I have received a email from Tomato Energy this afternoon apologising for the delay and complete with the written apology. The expected refund and compensation payment has also been issued and is due to hit my account within 2 days. 

I suspect the more they ignore the ombudsman the worse it will get for them.

I presume they feed back into Ofgem with lack of confidence type flags?

TroubledTarts

HillStreetBlues said:

As expected nada from TE

Apparently they have all sales staff on the phones as well as all CS staff so why not give them a ring to progress this compensation before there is no money left in the pot?

HillStreetBlues

TroubledTarts said:

HillStreetBlues said:

As expected nada from TE

Apparently they have all sales staff on the phones as well as all CS staff so why not give them a ring to progress this compensation before there is no money left in the pot?

Thought I try e-mail to start with.

HillStreetBlues

A reply

Good Afternoon, Mr. HSB - I trust you're well

Apologies for the delay in getting back to you here, specifically with regard to the Ombudsman resolution that has yet to be implemented.

At this point, we are currently working with our Data Collection agents in order to facilitate the D86 for the period, in line with the meter reading submitted as of 01/09/2024 ( 32330 )

The most recent update on our side is that TMA (our data collection team) have requested on a resubmission of the D148 (Notification of meter details) to retrigger the necessary pathways to prompt a D86 from Octopus Energy.

Alternatively, we have looked to raise a D071 (Customer Own Reading) in order to request a D86 chase from our side through other means.

As seen in the screenshot below, we've been able to process these requests today, and look to receive word from TMA in the coming days:

I again would like to express our apologies on behalf of the team at Tomato Energy, and thank you for your continued patience throughout the period.