CONSUMERS in Mid-Scotland were awarded more than £150,000 in redress last year by Ombudsman Services, which handles energy and communications complaints that have been on-going for at least eight weeks.

And in the three constituencies covered by the Central Fife Times the total was over £60,000.

Residents claimed an average of £152 each from 1,016 complaints about energy and communications – and figures from the Ombudsman Service’s Consumer Action Monitor suggest this may be the tip of the iceberg, as 60% of residents in Scotland experienced a further energy or communications issue but didn’t complain.

The most active complainers were those in Dunfermline and West Fife, which includes Crossgates, Hill of Beath and Moss-side followed by consumers in North East Fife. The lowest amount of complaints came from consumers in Glenrothes.

Dunfermline and West Fife had 168 complaints which resulted in£25,758; Glenrothes 109 at £18,279; and Kirkcaldy and Cowdenbeath 151 at £23,375.

Further research suggests the total amount of complaints about all products and services in Scotland last year could be as high as 5.3 million, but consumers still experienced more than 8.1 million issues that they ignored. The main reasons were that it was too much hassle (45%) or they didn’t want to make a fuss (32%), but these people could be missing out.

Ombudsmen are providers of Alternative Dispute Resolution (ADR), and review both sides of a case before passing down a legally binding remedy, which is designed to put a problem right. Many people miss out on fixing a problem or getting financial compensation, as they aren’t aware that free help, such as this, is available.

It’s important that residents in Mid-Scotland know their consumer rights and don’t put up with bad service. Complaining should be an easy, hassle-free experience – if you’re still in a dispute with an energy or communications company after eight weeks, Ombudsman Services can look into the case for free and provide a resolution – it could be worth your while.

LEWIS SHAND SMITH,

Chief Ombudsman at Ombudsman Services.