What should a consumer do if they their supplier has been dishonest in selling them a product, or has failed to meet the requirements outlined above? In the first instance the consumer should contact their supplier to query the circumstances or complain. The consumer should also report the allegation of dishonest selling to the Citizens Advice consumer service as suppliers may be in breach of the Consumer Protection from Unfair Trading Regulations. The consumer service will also pass such matters to the supplier to investigate. What should a consumer do if they are unable to resolve an issue with a supplier? If the supplier is unable to resolve the issue and the assistance offered by the consumer service has been exhausted, then the consumer can contact the Energy Ombudsman (either 8 weeks after the complaint is made or when the supplier issues a deadlock letter stating that it is unable to resolve the matter whichever comes first). The Energy Ombudsman is a service set – up to sort out disagreements between gas and electricity companies and their domestic and micro business customers. All suppliers are members of the Energy Ombudsman. The Energy Ombudsman: provides the consumer with a free and independent service that has been approved by as a statutory redress scheme investigates the complaint fairly by listening to both sides of the story and looking at the facts provides the consumer with a resolution to their complaint. If the consumer accepts the Ombudsman’s resolution then the Energy Ombudsman makes sure that the company does what’s asked of them. Like any service, there are rules about when the Energy Ombudsman can and cannot accept a complaint, and rules about the types of complaints that they can look at. Their website provides further information .
What should a consumer do if they their supplier has been dishonest in selling them a product, or has failed to meet the requirements outlined above? In the first instance the consumer should contact their supplier to query the circumstances or complain. The consumer should also report the allegation of dishonest selling to the Citizens Advice consumer service as suppliers may be in breach of the Consumer Protection from Unfair Trading Regulations. The consumer service will also pass such matters to the supplier to investigate. What should a consumer do if they are unable to resolve an issue with a supplier? If the supplier is unable to resolve the issue and the assistance offered by the consumer service has been exhausted, then the consumer can contact the Energy Ombudsman (either 8 weeks after the complaint is made or when the supplier issues a deadlock letter stating that it is unable to resolve the matter – whichever comes first). The Energy Ombudsman is a service set up to sort out disagreements between gas and electricity companies and their domestic and micro business customers. All suppliers are members of the Energy Ombudsman. The Energy Ombudsman: provides the consumer with a free and independent service that has been approved by as a statutory redress scheme investigates the complaint fairly by listening to both sides of the story and looking at the facts provides the consumer with a resolution to their complaint. If the consumer accepts the Ombudsman’s resolution then the Energy Ombudsman makes sure that the company does what’s asked of them. Like any service, there are rules about when the Energy Ombudsman can and cannot accept a complaint, and rules about the types of complaints that they can look at. Their website provides further information .
EBDfacilitatorbackgroundnotes2016-17.docx.docx