Mr Farrugia Case reference: 01443635-01

17 Amberden Avenue Date: 18/02/2017

London
N3 3DE
England

Dear Mr Farrugia

Your complaint about First Utility

Please read your complaint form carefully. This is a summary of the main points of your
complaint and confirms what you want to happen to resolve the problem. If this is correct the
account holder must sign and date the declaration at the end of the form. You need to contact
us if you wish to change or add to the wording of your complaint. We will not accept a manually
altered form.

Please send the form back to us as soon as possible. Include with it any information you have to
support your complaint such as copy bills, emails or call logs. The quickest way to return your
form and documents to us is to upload them via your portal account if you have one.
Alternatively, scan and email them to OSEnquiries@os-energy.org. Our other contact details are
shown at the top of this letter.

We take care of your personal data. Any information you send will be securely disposed of after
use and we are not able to return original documents. Information provided by either you or the
company can be made available to the other party if requested, unless the ombudsman decides
there is a reason not to. Our full privacy statement is on our website www.ombudsman-
services.org

We aim to resolve your complaint within six to eight weeks from the date we receive all evidence
from both parties. You can withdraw from our process at any time; and if you would like to
nominate a third party to help you with your complaint please let us know.

The decision we reach will be based on the information provided by both parties and may be
different to your requested resolution and may be different to that of a court. You may still take
the matter to court. If you do, the court may take into account any outcome you may have
accepted with us.

Yours sincerely

Callum Farnan
Enquiry Officer

LT3008/011
What happens next?
Once we have accepted your complaint the next step is for us to request information from your
service provider. We call this a case file and it may contain a log of the calls made, billing
information and other documents.

Once we receive the case file, we will assign your complaint to an investigation officer who will
look at the case file, your complaint summary and the supporting documents you send to us.

Please note, if you have any further evidence or supporting documents that you would like us to
consider you should send them to us immediately.

Before we consider your complaint we may contact you if we have any questions.

We will come to a conclusion based on the evidence gathered from you and your service
provider.

Your service provider may suggest quick resolution to your complaint. If we consider that the
proposed resolution is similar to the resolution that you are seeking, we will contact you to
discuss the proposal.

If we need to carry out a full investigation of your complaint, we aim to issue our decision within
six to eight weeks of receiving evidence from both parties. Sometimes we may need a little
longer but we will keep you updated.

We will come to a conclusion based on the facts. We remain impartial and we do not assign any
blame. It is not our role to punish your service provider; instead, we may decide upon an action
that your service provider must do to put matters right.

While we may suggest a goodwill payment if we identify a shortfall in customer service this is not
the same as the compensation awarded by a civil court.

Our decision
Once you receive our decision, you will have the opportunity to either accept it or reject it. If you
choose to accept it, we will issue our final decision and your service provider will have up to 28
days to implement the remedy set out in the decision.

If you reject the decision, you can ask us to review your complaint but only if:

we have made a significant error with the facts; or

you are able to provide new evidence that was not available when we carried out our
investigation.

Your service provider may also reject our decision and request a review.

We aim to carry out a review and respond with our final decision within eight weeks.

If you accept our final decision, your service provider will have up to 28 days to implement the
remedy set out in the final decision.

If you reject our final decision there will be no further review and you will be free to resolve your
complaint by other methods, such as through the civil courts.
 ABOUT THE COMPLAINANT Date: 18/02/2017

Name: Luke Farrugia Case Reference: 01443635-01

Account Address:
17 Amberden Avenue
London
N3 3DE
England

Daytime Contact: Alternative Contact: 07450207294

Fax: Email: luke.farrugia@live.com

Correspondence Address:

How would you prefer us to contact you? Any

ABOUT THE COMPANY YOUR COMPLAINT

IS ABOUT
Company Name: First Utility

Account Number: 2169741

Date problem first occurred: 27/10/16

Date complaint made: 04/11/16

Complaint Reference: Unknown

Service Type: Electricity

*PTL$01443635-01$FORM*
ABOUT YOUR COMPLAINT CASE REFERENCE: 01443635-01

Mr Farrugia has a complaint about First Utility 's handling of his account. The issues are as
follows:

Mr Farrugia says on moving into the property landlord did not know where meters were
situated so he was issued bills based on estimate usage.
He says he paid this until 28 February - then once he had located the meters he began to
provide regular meter readings each month.
He says he did not receive any further bills or communication until 28 October 2016 when
received bill for 999 and noted that previous meter readings had been rejected.
He says on complaining he had to do a test on the meter which determined the electricity
meter to be faulty.
He says First Utility made an appointment for 19 December 2016 at first available opportunity,
when the engineer did show up he could not fix meter as he needed access to a cupboard that
only the landlord could access.
He says First Utility have now said the bill will be actioned as estimates and Mr Farrugia's issue
is now a dispute between himself and the landlord.
Mr Farrugia unhappy with this as he believes he should not be liable for estimates as he
provided meter readings regularly.

Mr Farrugia has made reasonable effort to resolve the complaint by being in touch with First
Utility since 4 November 2016 by telephone and email.

To resolve the complaint Mr Farrugia would like First Utility to:

provide an admission of fault;

provide an apology; and
waiver the bill due to its failings.

DO NOT FORGET:
- Include copies of all relevant correspondence regarding the complaint. It is unlikely that
we will later consider any evidence that you fail to submit at this point.
- Quote your unique case reference number on all documents.
- Sign and return both pages of this complaint form.

Please investigate my complaint. I am happy for you to share any information I provide to
you with my service provider. I give permission for my service provider to release to you
any information it holds about my accounts, or me which may be relevant to your
investigation of my complaint.

Print name Signature

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