OK, many thanks for providing clarity. I believe from other forums, the practice of underestimating tariffs is common leaving customers with hefty debits so I'm not on my own in this respect and it needs dealing with. As far as time compensation, it is unclear whether or not having informed them of my intention to charge for my time, and then having them ignore my correspondence for over a year, I would be able to take them to small claims, we'll have to wait and see what transpires from the Ombudsman.

In 2012 I asked Npower as an exusting customer to quote on their cheapestt tariff, it was cheaper than ithers so I remained with them. After 12 months I was £800 in debit after using same amount of gas and elec as previous year so Icomplained and asked for reason, they couldnt privude one. After several months I said that I would charge for my time, they ignired my emails fir 12 months, I stopped my direct debits. The Ombydsman said I had been billed correctly but couldnt find explanation for £800 debit. After further 12 months I finally got to talk directly to their so xalled Executive Complaints Team who admitted that the person who quoted me must have got it wrong.I told them that as a quote based on their own cinsumption figures, if they made an error I shouldnt be expectec to pay. I had previously applued to another supplier byt Npower objected. I argued and they then agreed to luft the objection but they onky lifted gas and electric remains under objection to this say despite me agreeing a repayment plan. I have therefore complained again to Ombudsman after receiving dedalock letter from Npiwer. In terms of charging for my time, I understand there is a rule under supply services from Ofgem that allows compensation for time spent dealing with wrongful suppliers. As I told them in writing my understanding is that this coukd be considered a cobtract. The amount after 2 years is at least £1500. I have done everything I ciuld possibly to since September 2013 to resolve this but 3 years later and Npower seem unwilling or unable. My view is they under estimated the original tariff cost to retain me as a customer. I told them that if I get a quote anywhere else for work or servuces, I would pay no more than the quote. In terms of time compensation, Npower have had 3 tears to resolve this simple issue, they have allowed it to escalate and their offer of £100 compensation for refusing to respond to any of my correspobdence for over a year is derisery.

Hi, I have an ongoing complaint with NPower since Sept 2013 regarding their bills. The Ombudsman is currently involved for a second time. As they were taking a long time in dealing with my complaint, I informed them in February 2014 in writing that I would charge them for my time spent in dealing with them. My complaint remains unsettled and we have received the "deadlock" letter and so now know NPower will budge no further. Can anyone tell me if I am legally entitled to claim for the time I have spent in sending emails, letters, phone calls etc? I have recorded everything in a spreadsheet. Thanks. Mark.