Overview
The complainant (Mr C) raised a number of concerns that Business Stream unreasonably delayed in resolving issues concerning the water meter for his business premises, and involved him in unnecessary expense to pursue his complaint.
Specific complaints and conclusions
The complaints which have been investigated are that Business Stream:
- unreasonably delayed in resolving issues concerning the water meter for Mr C's business premises; (upheld) and
- involved Mr C in unnecessary expense to pursue his complaint (upheld).
Redress and recommendations
The Ombudsman recommends that Business Stream:
- credit Mr C's account with 50 percent of the balance on the account or £200, whichever is the greater, in further recognition of the extent of their poor handling of the matter;
- provide the Ombudsman with evidence that there is a robust system in place or proposed, to ensure that the errors which resulted in delay in resolving this case do not recur; and
- formally apologise to Mr C for their error in passing his account to a debt collection agency.
Business Stream have accepted the recommendations and will act on them accordingly.