Hi,
thank you for your letter, that I received today, telling me to contact Scottish Power again.
It seems that Scottish Power have exhausted their complaint procedure, so I ask you again, to please have a look at this.
Yours sincerely,
Erik Ribsskog
---------- Forwarded message ---------- From: McWilliams, Margaret Rose <MargaretRose.McWilliams@scottishpower.com>
Date: Thu, Jan 7, 2010 at 2:30 PM Subject: RE: Complaint/Fwd: Ref 540460/Fwd: Update/Fwd: Phone-call just now To: eribsskog@gmail.com
Dear
Mr Ribsskog
Thank
you for your e-mail.
I am
satisfied that we have answered the issues you have raised (please see my e-mail
to you dated 30th December 2009 enclosing a summary of your account and
consumption history table). Our Customer Liaison Officer Mr John
Caton visited you and confirmed that your charges are correct based on the
type of heating your property (convection heating) and the amount of electricity
being used in your home, and that a suitable payment plan has been offered to
you to clear the balance on your account over 2 years.
You
advised when you called us on 25th and 29th September 2009 that you would make
token payments of £5.00 fortnightly, however a payment plan for this amount was
never agreed by ScottishPower. You made a payment of £5 on 25th September then
called us on 13th October to make a payment of £1 which we advised was not
acceptable. You paid £5 on 28th October and £5 on 1st December, no other
payments have been made to your account. As a result of your failure to
pay the balance on your account, debt follow up continued.
As explained in my e-mail, we have now exhausted our internal
complaints process and we have reached a deadlock situation. If you are unable to accept that you have been charged correctly or agree to
set up a payment plan to clear the balance on your account over 2 years,
you must now seek arbitration from the Energy Ombudsman. Please be assured that the Energy Ombudsman will
carry out a detailed investigation of your case and I would urge you to contact
them as soon as possible. The Energy Ombudsman booklet, which you should receive within the next few days,
provides you with a list of contact options on page 26, including several
telephone numbers, together with a postal and email address.
I
trust this clarifies our position.
Kind
regards
-----Original Message-----
From: Erik Ribsskog
[mailto:eribsskog@gmail.com]
Sent: 07 January 2010 13:32
To:
Customer Service Director
Subject: Comlaint/Fwd: Ref 540460/Fwd:
Update/Fwd: Phone-call just now
Hi,
I tried to send this to the Energy Ombudsman, but they said I had to
complete the complaint-procedure, at Scottish Power.
It's explained in the forwarded e-mail what I wanted you to please
investigate, so I hope it's alright that I just refer to the forwarded
e-mail.
It's that you've gone back on a payment-plan arrangement, you stopped
answering my e-mails, you put an annoying debt-company on my, and I suspect
there could have been something wrong with your last meter-reading, the time
when the young man from your company called me to get the readings this
autumn, I think it must have been.
I hope you have the chance to investigate this!
Yours sincerely,
Erik Ribsskog
---------- Forwarded message ---------- From: Erik Ribsskog <eribsskog@gmail.com>
Date:
Wed, Jan 6, 2010 at 12:15 PM Subject: Ref 540460/Fwd: Update/Fwd:
Phone-call just now To: enquiries@energy-ombudsman.org.ukCc:
"McWilliams, Margaret Rose" < MargaretRose.McWilliams@scottishpower.com> Hi,
Scottish Power have failed to investigate the problems with the
Ombudsman.
About why they have sent a debt-company to annoy me.
About a meter-reading I thought was strange.
About why they stopped answering my phone-calls.
Scottish Power also agreed with me, that I'd pay £5 as a token payment,
since I'm unemployed, (Manish there).
But Margareth McWilliams have
been calling me a lot of times, and written a lot of correspondance, without
actually dealing with the problems I've brought up with the Ombudsman, I'd
say.
It also seems to me, that she want's to go back on the £5
payment-plan, that I've previously agreed with Scottish Power, as a
temporarely payment-plan, untill I get a job, since I'm on a budget that I've
co-operate with the CCCS to set up.
So now McWilliams gives the impression that Scottish Power wants to
break this agreement, about the £5 payment-plan.
So this I also want to complain about to the Energy Ombudsman now,
since I don't think Scottish Power should break agreements, that's against the
law, I'd say.
So I hope you can include my last complaint as well, in my complaint
against Scottish Power.
And then I'll wait and hear about the Energy Ombudsmans decision,
before I decide if I have to contact the CCCS again, about this.
Hope this is alright!
I'm sending a copy of this e-mail to Margareth McWilliams at Scottish
Power, so that she can be updated about how I'm going forward with the
payment-plan issue.
That is that I first bring up the payment-plan issue with the Energy
Ombudsman, (and not with the CCCS first, like I said on the phone to
McWilliams earlier today. She's calling all the time, but like I said when she
called today, I think it's better to have things like this in writing).
Hope this is alright!
Yours sincerely,
Erik Ribsskog
---------- Forwarded message ---------- From: Erik Ribsskog <eribsskog@gmail.com>
Date: Wed, Jan 6, 2010 at
11:59 AM Subject: Update/Fwd: Phone-call just now To: MargaretRose.McWilliams@scottishpower.comHi
again,
I mean I'll take the payment-plan with CCCS.
And the other, about the anoying debt-company, the strange or
'strange' meter-reading, and that your customer-support stopped answering my
e-mails, that I'll take with the Energy Ombudsman, I thought.
Hope this is alright!
Yours sincerely,
Erik Ribsskog
---------- Forwarded message ---------- From: Erik Ribsskog <eribsskog@gmail.com>
Date: Wed, Jan 6, 2010 at
11:50 AM Subject: Re: Phone-call just now To: "McWilliams, Margaret
Rose" < MargaretRose.McWilliams@scottishpower.com> Hi,
this with the payment-plan, I look at as a CCCP-case.
The problems with the debt-company and the strange or 'strange'
meter-reading I look at as an Energy Ombudsman-case.
I'll contact the Energy Ombudsman again about the two latest
issues.
Hope this is alright!
Yours sincerely,
Erik Ribsskog
On Wed, Jan 6, 2010 at 9:10 AM, McWilliams, Margaret
Rose <MargaretRose.McWilliams@scottishpower.com>
wrote:
Dear Mr
Ribsskog
Thank you for your e-mail
and for taking the time to talk to me on the phone.
I am unable to accept your
initial offer of £5.00 per month or most recent offer of £1.00 per month (as
it would take 882 months or 73 years to clear the balance on your
account. I am sure you understand that this is not
acceptable. I am very sorry that we have been unable to resolve this matter to
your satisfaction. Regrettably, we have now exhausted our internal
complaints process and unless you are prepared to clear the balance on your
account in full, or alternatively set up a payment plan to clear the
balance of £882.83 over 2 years by paying £36.78 per month by Direct Debit,
this letter constitutes a deadlock situation.
As a member of the Energy
Ombudsman, ScottishPower has to inform you of this independent body set up
to resolve sales, billing and transfer issues between customers and energy
suppliers. This service is free to customers. Details of how to contact them
can be found or on our website within the "Making a Complaint" section. I
have also arranged for an Ombudsman booklet to be sent to you in the post
today.
Remedies that the Ombudsman can
award include an apology, an explanation, a requirement on the supplier to
take remedial action or, in appropriate circumstances, compensation. The
Ombudsman's decision will be binding on us as your supplier, but you are
free to choose whether or not to accept the decision.
I shall keep your
complaint open for a further 10 working days from the date of this letter.
If I do not hear from you or the Ombudsman within that time, I will close
your complaint and normal follow up action will
resume.
Kind
regards
Margaret
Rose McWilliams (nee MacInnes)
Senior Complaints Advisor
Director's Support Team
Tel: 0141 568 6084 (850 6084 Int)
e-mail: margaretrose.mcwilliams@scottishpower.com
-----Original
Message-----
From: Erik Ribsskog [mailto:eribsskog@gmail.com]
Sent: 05 January 2010
16:22
To: McWilliams, Margaret Rose
Subject:
Phone-call just now
Hi,
I'm refering to our phone-call just now, where I said I'd call
the CCCS again.
On second thought, I don't think there's any use in me contacting
the CCCS again, because they'll just tell me that same advice.
And that is to offer you a token-payment payment plan of £1 a
month until I get a new job and a higher income.
So that's my offer for now, unfortunatly.
Yours sincerely,
Erik
Ribsskog
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