Economy Energy, who are they?

Sterlingtimes wrote: »

Hello Tim

I am following the Economy Energy's complaint process here:

https://www.economyenergy.co.uk/customers/make-a-complaint/

I sent my complaint by email with the necessary evidence in the form of attachments. Mindful that Economy Energy may deny the email communication at a later date, I printed out the email and sent it to Economy Energy by tracked Royal Mail Special Delivery.

Economy has 10 working days to respond. Nothing heard as yet.

I'm confused

2 days ago you said you would not follow this procedure
https://forums.moneysavingexpert.com/showpost.php?p=74787979&postcount=129

You mention the complaint still has 5 days to run, and the ombudsman is interested already.

You also mention other ways to pursue the complaint.


I will advise you that the ombudsman will NOT investigate any complaint unless
1. You have followed the suppliers compliant procedure
and
2. You have a deadlock letter or at least 8 weeks have passed since you first contacted the supplier with regards the complaint

If the supplier gives you the impression they have given you a final answer, then request a deadlock letter, or at least somethging in writing that confirms they have come to the end of the road as far as offering you a resolution.

As you only created the thead the above linked post is in on 6th of this month, it would seem you have not even reached the stage of escalating the matter to stage 2 of the supplier's complaint procedure.

Sterlingtimes wrote: »

For clarification:

I said that I had exhausted communication with the front office who refused to escalate.
I did instigate the complaints' process. Because this is a weekend, there are still five working days to run. I am waiting for Economy to respond. Agreed that I have not come to stage 2 as yet.

5 working days until what? Escalate to stage 2 of their compliant process?

You don't need the permission of the supplier to request escalation. I suspect they will not refuse your request if appropriate at the appropraite time. If they do, and it's in writing, I suspect you could take that as a "final response". But they will not consider escatation until at least 10 working days have passed since you initially raised the complaint with them.

It could be another 7 weeks before the ombudsman will accept this complaint ... and many more months before they then actually investigate it.

As you have presumably not been charged the higher rates yet, the supplier is not in breach of their contract as you allege.

Perhaps the situation will become clearer to you before you are able to escalate this matter to the ombudsman, and certainly before thge ombudsman actuually investigate it.
As I understand it, the supplier has already confirmed to MSE that they will not charge increased prices Uduring the fixed period) if you were informed in writing when you joined that the prices were fixed.

Sterlingtimes wrote: »

Thank you, Full Force. I think we look at matters a little differently.

I regard the notice itself as a breach because it tells me that my fixed term contract with fixed price guarantee will become a variable price contract from 7 October and that my annual price will increase by an estimated £600. The contract is varied without my agreement from the point of the notice. I sought to have the notice set-aside but the front office refused. I had a £1,300 contract but from the point of the notice, I have a £1,900 contract (figures approximate).

According to your profile, you work within the legal profession.

Perhaps you could ask one of your colleagues who went to law school what the law actually is