Utilities 6 – nPower Communications

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Yesterday, I got a letter from nPower – addressed to the correct name, at the correct address. (This is actually noteworthy, as it hasn’t happened in the preceding eighteen months)  It relates to the complaint I made about – um – the fact that they couldn’t (well, hadn’t) corrected my name and address on my account, despite repeated requests to do so.

Apparently, because they haven’t been in touch in so long since I raised the complaint, I can now speak to the Energy Ombudsman about it.  (Which I threatened to do last month, when it all actually got sorted)

So. Should I do so?

After all, the complaint has actually been fixed, but it now looks as if their entire system is so broken that even though it’s been sorted – and the correctly addressed envelope proves it’s been sorted – it hasn’t been flagged on the system as sorted.  Which really is pretty fucked, however you look at it.

I’m tempted to do so, and cost them some more money (apparently even registering an issue with the Ombudsman lands them with a fine) and see where it takes me…



3 Comments on “Utilities 6 – nPower Communications”

  1. Blue Witch says:

    The best way of ensuring that this doesn’t happen again, to you or anyone else, is to take it to the Ombudsman.

    The fact that they have to pay the admin charge (which is £500 for some others – not had to use this one – yet!) will mean that someone senior has to look at the issue and explain it – possibly even to the Board.

    Only by you hurting the shareholders’ dividend will anything be done.

    But, I doubt the Ombudsman will give you compensation for this, but s/he (one of the Ombudsman’s team) will add a black mark against nPower’s record.

  2. Blue Witch says:

    Thinking some more… my previous comment was based on the fact that you said the complaint has now been resolved.

    If the only evidence you have for that is that they have used your correct name and adddress this time, then it may not be resolved – if all they’ve done is reply to the address you used for the complaint?

    Ombudsman forms usually ask how you woul like the problem resolved and what compensation you are seeking. I usually tell them the number of hours I’ve spent and the number of contacts I’ve had with them. I’d just print out this thread and send it in with the form!

  3. lyle says:

    Yeah, I’ll have to look into it more, I think. But I certainly see that involving the Ombudsman should be entertaining. 🙂

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