The Energy Ombudsman (ENO) is funded entirely by its Members and Npower is a fee-paying Member of the ENO scheme. So do not expect the ENO to take any notice of evidence which proves that one of its Members has not "acted with the best of intentions" (as the ENO expresses it). Any dispute it offers to settle between you and one of its Members will be conditional upon your signing a legally-binding document in which you acknowledge that Npower had "acted with the best of intentions". The ENO does not bite the hand that feeds it ...