We show you how to complain in a way that gets results.
Last year, we revealed that npower had been forced to make £70m of refunds to customers it had overcharged for gas back in 2007.
Today, the statutory consumer champion Consumer Focus, whose campaign convinced npower to make the refunds, urged any remaining affected customers to cash in quickly, before the refund period expires later this year.
Nearly £20m of the £70m has yet to be claimed by customers overcharged by the energy giant three years ago, despite the fact that 1.2 million people have already taken back which was rightfully theirs.
Are you eligible?
The only way to know whether you’re eligible is if you receive a bar-coded letter from npower offering you the refund. This will have been sent to your last known address so if you’ve moved house since 2007, call npower on freephone 0800 975 7938 to check whether you’re entitled.
If you have received a letter, then simply take it to a Post Office to cash it in! On average, most customers are getting £35+VAT back, but some are getting up to £100.
Unfortunately, these refund letters are only valid for six months so if you’ve received one, don’t sit on it!
I deserve a refund too!
If you feel you’ve been unfairly treated by npower or any other company, here’s how to get your complaint taken seriously.
1. Approach the company directly
You may be tempted to go straight to the relevant ombudsman, but your first step should always be to approach the company directly.
An ombudsman usually won’t take on a case on your behalf until it’s satisfied you’ve first tried to sort things out yourself.
2. Don’t hang around
There are often time limits (set, for example, by the ombudsman concerned) which mean your complaint could be invalid if filed after a certain period of time. Always register your grievance as quickly as possible after the event in question.
3. Put your complaint in writing
Hard copy, written complaints often seem to be taken more seriously than those made by telephone or email.
It’s a good idea to type your letter, sign it yourself and send it recorded delivery. That way, there’s no possibility of the company claiming it ‘never received it’.
Similarly, if any verbal agreements are made (either over the phone or face-to-face) politely insist you get those in writing, too.
4. Follow procedure
An exception to the above tip is if the company’s preferred complaints procedure specifically asks that you call, or send an email.
All companies should have an official set of procedures to deal with complaints, so make sure you get a copy of this document at the earliest possible stage, and adhere to it.
You can always go ‘off-piste’ and approach them in a different way if the preferred method fails to get a response.
There are some useful general guidelines about how to complain (by phone and in writing) on this page of the Consumer Direct website.
5. Make copies
Make and keep photocopies of all correspondence you send. This is not only evidence of the complaint having being made, but a handy memory aid when you can’t remember exactly how you put things.
6. Useful templates
If you’re not a confident letter writer, use a template letter provided by a consumer group to help plan what you want to say.
For example, Consumer Direct has put together a range of useful template letters, covering everything from faulty goods and contract cancellation to unfair credit agreements.
7. A specific target
If you write ‘Dear Sir/Madam’ and send the letter to a company’s general address, you’re pretty unlikely to get a response.
Find out exactly who is responsible for addressing your complaint (if necessary by phoning up and asking the company first) and address it to him or her specifically.
Rachel Robson gives you the lowdown on five ways to cut your energy bills
Personally, I wouldn’t advocate writing to the company’s CEO as a first resort… though judging by this lovemoney.com article, that approach can get results! I would keep that as a fall-back option, if your first complaint seems to fall on deaf ears.
8. Politeness costs nothing
Stick to the facts and try your very best not to get emotional or blow your top. That way, you won’t be providing the company with any ammunition about you being aggressive or unreasonable - and your complaint is more likely to be taken seriously.
No one likes a ‘Mr Angry of Tunbridge Wells’!
9. Call for back-up
Are you still dissatisfied with how your complaint has been handled? Now’s the time to contact the relevant ombudsman and ask it to take on your case.
There’s an ombudsman or complaints-handling organisation policing practically every industry in the UK. You can use this A-Z search tool to find the one you need.
For example, if your complaint relates to a financial company, you’ll need to deal with the Financial Ombudsman Service. This page of its website shows you the first steps to take.
10. Finally… avoid this rip-off!
You may be approached by one or more claims management firms, offering to take the whole nasty complaints business off your hands.
However, I would steer well clear - you’ll usually end up giving them your hard-earned cash with no guarantee of success. Read Got a complaint? Avoid this rip-off! to find out why they are a right royal rip-off!
More: Complain successfully about your broadband! | Five disgusting scams we hate!