@sp_energypeople Scottish Power

[citizenB]

Why should consumers be put to this much trouble to resolve what originally was a fairly simple issue ?

[Mike_hawk]

Probably because there doesn't appear to be much in the way of consumer protection and the suppliers have become inured to getting their own way in a captive market.......... that together with the matter of them being a shower of s***

 

In this instance SP wouldn't discuss with the EO whether it was acting within the terms of its licence or supply contract, depending how you interpret the EO's terms of reference it will or won't [as the case requires] refer to the contract in reaching a decision......doesn't paint a pretty picture of the industry as a whole.

 

£200.00 doesn't seem much but then its more than double the average the EO seems to prescribe and I guess its more than a days pay for my troubles

 

Kind of [OK, I mean I am] hoping it fails to remedy within the 28 days so I can go down the part 8 route and enforce the decision

[Mike_hawk]

Well.......... that tells me b*gger all I didn't already know

 

-----Original Message-----

From: xxxxxx xxxxxxx

To: 'xxxxxxxxxxxxxxx

Sent: Tue, 28 Apr 2015 17:02

Subject: RE: xxxxxxxxxxxxxxx a/c xxxxxxxx/ / Ombudsman Services complaint form - Ref xxxxxxxx, xxxxxxxxx/Ofgem Ref:0010000xxxx

 

Dear xxxxxx,

 

xxxxxxxxxxxx, please accept my apologies for the delay in responding.

 

There are reporting requirements on some regulatory provisions which have the effects of highlighting non- compliance. However, there are no such requirements applying to general supplier licence conditions.

 

Matters of potential non-compliance with regulatory obligations are considered in accordance with Ofgem’s Enforcement Guidelines: https://www.ofgem.gov.uk/publications-and-updates/enforcement-guidelines. Please see paragraphs 3.3-3.6 which refer to how we normally approach self-reporting.

 

I note that you have passed your individual complaint to the Ombudsman. When we receive an individual complaint, we add the information to our intelligence database. In terms of the wider issue you raise, this has been passed to Ofgem’s Enforcement Team. They will add the information to their database, and will consider whether any further action is required in accordance with the criteria set out in the Enforcement Guidelines. As you are aware we do not have a direct role in dealing with individual disputes between customers and energy companies and, given our finite resources, we will not generally enter into individual correspondence with complainants. When we open a case we will normally publish this on the Ofgem website and, subsequently, the result of any such case would also be published.

 

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx. In the event further information is required, we will contact you for xxxxxxxxxxxxxxxxxxxx.

 

Kind Regards,

 

xxxxxxxx

xxxxxxxxxxx

xxxxxxxxxxxxxxxxxxx

9 Millbank

London

SW1P 3GE

Tel: 020 7901 7040

http://www.ofgem.gov.uk

[Mike_hawk]

....... it weighed out today, was looking forward to filing a part 8

 

Onwards and upwards, Ofgem enforcement team are now investigating the wider issue of overcharging in breach of contract [and licence conditions] so all is not lost

[Mike_hawk]

Enforcing the decision may still be on the cards

 

-----Original Message-----

From:

To: EStage3a@os-energy.org

Sent: Thu, 4 Jun 2015 12:23

Subject: Fwd: Message from Ombudsman Services - Case xxxxxxx, xxxxxxxx

 

Dear Maham

 

Probably not sensible to accept the word of the business at face value....

 

Final bill......... still not accessible or provided, apparently its on SP's web portal but the attachment is corrupted and appears as an invalid item when attempting to download. In the big scheme of things it's not a major issue but it was part of the agreed terms that it would provide me with a final electricity bill

 

If credit balance issue credit refund....... balance set to zero but the business helped itself to a further £69.76 this week, account balance now at the inherent £69.76 in credit, advised by SP's staff this morning that this may take up to 2 months to refund

 

It [sP] had 5 terms to effect, it has [and persists in doing so] failed on 2

 

Please ensure the case remains open until such time that I am satisfied it has complied with the agreed terms

 

Regards

[caro]

2 months to pay you back? Can you imagine them letting you take so long to pay you? That's disgusting!!

[Mike_hawk]

Apparently it issued a cheque on Friday, it deleted my bank details so can't effect a BACS transfer......... sounds like b....x to me. Anyway, I'll believe it when it's [the cheque's] in my grubby little mitts

 

The EO telephoned me about 30 minutes before Margaret at SP, off the record [but clearly on mine] it has over 10,000 unresolved SP complaints on its files, can't for the life of me understand why

[unclebulgaria67]

Apparently it issued a cheque on Friday, it deleted my bank details so can't effect a BACS transfer......... sounds like b....x to me. Anyway, I'll believe it when it's [the cheque's] in my grubby little mitts

 

The EO telephoned me about 30 minutes before Margaret at SP, off the record [but clearly on mine] it has over 10,000 unresolved SP complaints on its files, can't for the life of me understand why

 

I am not on Twitter, but it sounds like a campaign is needed to embarrass these energy companies. You just need someone who is p*ssed off enough to set up a Twitter campaign feed to see how many tweets they can encourage to hopefully force some action. Copy in some of the newspapers, journalists etc and see whether it gets picked up.

[Mike_hawk]

No cheque just yet but SP is aware that it's on notice that a claim will be filed if not received by the 18th

 

Pretty sure I've mentioned it before but just in case anyone missed it, SP is a shower of s***

 

In the 16 months I had the misfortune to take supply from it, it has withheld payment of credit, changed supply terms in breach of contract and...... withheld payment of credit balance [again]. Whilst I'm sure I could have sued it prior to this week it has nonetheless credited sums of £22.00, £22.00, £50.00, £200.00 and £69.76 in the space of 7 months, notwithstanding the chq for £69.76 still to be receipted. In total I paid it something iro £3120.00 for 16 months dual fuel supply and it credited/refunded £433.52

 

I'm fairly sure that would/should have knocked it for any possible profit to the account. It continues to amaze me that it does not provide any semblance of customer service, perhaps promoting more complaints would be the sensible course of action.