28d • SUBSTANTIATION REQUESTS
JOHN CONGRATULATIONS 🎉
Let's all wish John congratulations 🎉🎉
He had a reply for Ombudsman..
She will reply in 5 days with the evidence relied upon for EON..
So , he must identify if the following aevidence.or not.
This is exactly what I'd expect John to receive if E.ON has kept a proper complaint file.
Some of these may not exist, and the Ombudsman may not send every internal document if it's not considered relevant, but this is the sort of evidence that could reasonably be expected.
Complaint Handling
Complaint file.
Complaint chronology.
Complaint case notes.
Complaint handling records.
Complaint management system entries.
Escalation records.
Deadlock decision records.
Internal complaint review notes.
Correspondence
All emails between John and E.ON.
Copies of all letters.
Copies of all final responses.
Deadlock letter.
Internal correspondence relied upon during the complaint.
Account Records
Full account history.
Billing history.
Statement history.
Meter reading history.
Estimated bill calculations.
Actual bill calculations.
Account balance history.
Credits and debits.
Payment history.
Adjustments.
Write-offs (if any).
Rebilling records (if any).
Calculations
Calculation worksheets.
Tariff calculations.
Unit rate calculations.
Standing charge calculations.
Balance reconciliation.
Method used to calculate the balance.
Meter Records
Meter serial number.
Meter exchange records (if applicable).
Meter reading logs.
Customer-submitted readings.
Smart meter records (if relevant).
Validation records for readings.
Customer Contact Records
Telephone call logs.
Call recordings (if retained).
Call transcripts (if available).
Adviser notes.
Webchat records.
Online account messages.
Internal Decision Records
Decision-making notes.
Reasons for rejecting the complaint.
Internal reviews.
Manager approvals (if any).
Records supporting the deadlock decision.
Policies and Procedures
Policies relied upon.
Complaint handling procedure (if relied upon).
Billing procedure (if relied upon).
Any guidance specifically referenced in their response.
Ombudsman Submission
E.ON's formal response to the Ombudsman.
Their chronology.
Their summary of events.
Their defence of the complaint.
Any documents they rely upon in support of that response.
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What we'll be looking for
When the evidence arrives, we'll ask:
Does the evidence support what E.ON has said?
Is anything missing that they claim to have relied upon?
Are there inconsistencies between different documents?
Do the dates and calculations match?
Have they answered John's substantive requests, or simply repeated their position?
One thing to bear in mind
The Ombudsman may not disclose every internal document E.ON holds. They usually share the evidence they consider relevant to deciding the complaint. So if John doesn't receive every type of record listed above, it doesn't automatically mean E.ON has withheld it. The important thing is whether the evidence they do rely upon adequately supports their position.
I suspect the key documents in John's case will be:
The complaint file.
The account history.
The billing calculations.
The deadlock records.
The formal submission E.ON makes to the Ombudsman.
Those are the documents most likely to determine the outcome. Once they arrive, that's when the detailed comparison begins.
4 days, that is a tad inconsiderate in regard fur the request for clarity of doubt
Lol 😂😂
Good luck John
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JOHN CONGRATULATIONS 🎉
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