Welcome to
Octob ost:
Uncertified Meters
Let's go!
Before we begin...
Here are some buttons we're going to see in this lesson, click them to see what they do!
You're doing great sweetie!
If you haven't seen the 'Next' button appear, this means there is still more to see!
Buttons like this will reveal more information. It might also reveal another button to press!
Next
This button will take you back to the previous slide
Previous
- What an uncertified meter is & the importance of replacing uncertified meters
- The benefits of having a smart meter and myth busting common misconceptions
- How to handle conversations about uncertified meters with customers
- How to manage related complaints
Here's what we'll be covering:
Next
Previous
Next
Previous
Uncertified Meters
Much like the smoke alarm in your home has a shelf life to ensure it performs reliably, your electricity meter has a certification expiry date. Certification starts from the date the meter was Certified (we're told this in the D0150 flow).
Traditional meters have certification periods that vary between 5-45 years. This means that when a meter reaches the end of its certification period it needs to be replaced.
Next
Previous
Tell me more!
Next
Previous
Who Certifies the meters?
The OPSS -
Office for Product Safety and Standards
- The UK’s national product regulator
- OPSS ensure that meters meet accuracy standards.
- Simply put, they regulate most consumer goods & enforce specific regulations to ensure those goods work effectively.
Next
Previous
Click on the cards for more information
A new certification process was introduced in 2006 following a European standard called MID. Since 2016, all installed meters are MID certified. No Expiry Date: Instead of a set shelf life, these meters are kept in use through ongoing testing. Why it’s better: This method is more efficient, reduces smart meter waste, and ensures your billing remains accurate without needing to replace the hardware as often.
Traditional electricity meters have a fixed "shelf life." Once this period ends, the meter must be replaced. Traditional gas meters are slightly different; they are "stamped" when made, and their accuracy is checked by the government through regular industry testing.
Use this side of the card to provide more information about a topic. Focus on one concept. Make learning and communication more efficient.
Use this side of the card to provide more information about a topic. Focus on one concept. Make learning and communication more efficient.
Title
Title
MID
Certification periods
Write a brief description here
Write a brief description here
Measuring Instruments Directive
Old traditional meters
Smart meters
Next
Previous
How to spot an uncertified meter
An uncertified meter will be clearly labelled under the meter details section of the properties tab in Kraken You can also see the "Certified until" date within the MTD's - if the date is in the past, the meter needs to be exchanged.
Next
Previous
Certification VS installation date
Certification is calculated from the certification date, not the date the meter is installed. Meters are certified when manufactured, but stock can sit a while before being installed. This can be found on the D0150 flow.
On some occassions the 'certified until' date in Kraken might not be correct. If you're dealing with an uncertified meter it's important to check certification periods to ensure the 'certified to date' in Kraken is correct.
Use this helpful link
To check the certification time frames, first you'll need to find your meter make & type. Next use the link above to find it on the sheet. The number in section C (for certification) is your certification period; add this to the certification date and this will give you the correct expiry date.
If the certification expiry date is incorrect, this will need to be corrected with an MTD update
Next
Previous
I hear that Octopus only replace meters with smart meters; what's so good about them?
I think I saw something about this on the news! Let's tune in and see...
Next
Previous
Click on Connie for more info!
BREAKING NEWS!
SMART METERS HAVE SO MANY BENEFITS
Let's take a look at a few!
Previous
Smart meters help towards our mission of making a BIG GREEN DENT!
Click on Connie for the next slide
Smart meters help reduce the UK’s carbon footprint and promote energy efficiency. They do this by allowing customers to monitor and adjust their consumption resulting in more conscious energy use and helps customers save money on their bills.
ENERGY EFFICIENCY
Previous
Smart meters contribute towards the big green dent!
Click on Connie for the next slide
Smart meter data helps predict and manage peaks in energy usage, reducing the risk of power outages and disruptions. They also improve the accuracy of billing and allow for far better grid management, as supply can be adjusted based on real-time demand.
MODERNISING THE GRID
Previous
Smart meters contribute towards the big green dent!
Click on Connie for the next slide
Back to you at Octoboost HQ!
OCTOPUS LOVES SMART METERS
Previous
Smart meters contribute towards the big green dent!
Smart meters seem really beneficial, I don't understand why someone might not want one?
You might be suprised to hear that some customers are against having a smart meter - there are some misconceptions out there!
Next
Previous
Lets take a look at some of the most common myths & misconceptions
Let's go!
Previous
SMART METER EDITION
Next
Previous
Click Here to continue
Connie did you hear that some people think that smart meters might have a negative impact on their health?
Is that because of low-level electromagnetic radiation?
Previous
It sure is! The Radio Frequency exposure from smart meters is typically much lower than from common wireless devices like Mobile Phones, a T.V or WiFi. For instance, a person standing one foot away from a smart meter is exposed to about 1/100th of the radiation they would experience during a phone call using a mobile phone. It's a myth!
Click Here to continue
That's crazy how little Radio Frequency it emits, it's less than a customer making a call to Octopus Energy! What about data sharing?
Previous
Octopus never sells a customer's data to third party orginisations for marketing purposes - it's another myth! Customers have complete control over the reading frequency of their meter. We need consent to collect their half-hourly data which is a requirement for smart tariffs, but not for standard ones. They can even opt out of this if they wish! Let me show you how:
Click Here to continue
Previous
We can change the reading frequency of a smart meter here. This means if a customer only wants us to read their meter once a month, we can! This way it works a little more like a traditional meter.
Click Here to continue
Previous
Click Here to continue
I'm so glad you asked! Smart meters are AS accurate as traditional meters and will even help with accuracy when it comes to bills! It's the same as having a traditional meter, the only difference being that smart meters have the capability to connect to your supplier. We'll do our best to connect to the meter, on the rare occassion we can't it will work in the exact same way as a traditional meter.
Tell me if you've heard this one before, a customer says 'I hear a lot that Smart meters don't work or function correctly...' Would you be suprised to hear that based on Ofgem findings 91% of our smart meters function in smart mode? Here's the official data if you want to take a look!
91% is pretty good odds! But what about meter accuracy? There are a lot of confusing headlines out there and I feel like customers often get confused between the two!
Previous
Click Here to continue
Octopus would never switch off a domestic customers supply. They do have the power to switch a customer's meter to prepayment mode, however this only ever happens in extreme cases as a last case scenario. This process is heavily regulated by Ofgem and there is very strict guidance on this.
How about remote disconnection? If Octopus are connected to the meter surely they have the power to disconnect it remotely?
Previous
I'm glad we cleared up all those myths & misconceptions. Let's test our audience at home with a quick true or false Mythbusting quiz!
Next
Previous
True or False quiz
Let's test your knowledge on some common metering myths
Let's go!
Previous
Question 1/5
An uncertified meter does not pose a risk to safety or supply
Next
Question 2/5
As a supplier we do not offer traditional meters!Most energy suppliers will not fit traditional meters as they risk OFGEM fines. However customers are of course welcome to check this!
Next
Question 3/5
We do not fit smart meters without attempting to commission or connect them
Next
Question 4/5
An uncertified meter may over or under clock consumption This means we cannot guarantee billing accuracy!
Next
Question 5/5
If a meter is on supply with us, we are liable for the maintainence and function of that meter.
Next
Welcome to the Octo-Pet of the Month
Bobby loves playing hide and seek with his older cat brother!
Bobby is the beloved pet of Crystal from Team P! Thank you Crystal for sharing these adorable pics!
Bobby
Next
Frequently asked customer questions..1
I rent my property, can I have a smart meter?
Yes! If you are responsible for the bills, you have the right to upgrade your meter. You should inform your landlord of any changes and explain your meter is uncertified if they raise any concerns.
Do smart meters pose a risk to health?
No, Public Health England (PHE) have carried out extensive research on smart meters and found that the low-frequency radio waves used by smart meters pose no risk to a person’s health.
Are you able to disconnect my supply?
No, there are strict Ofgem guidelines against this.
Why do I have to have a smart meter?
This is an Ofgem requirement. Ofgem's role is to protect the interests of energy consumers, having a smart meter is in the customer's best interest and ensures accurate billing.
Next
Previous
Frequently asked customer questions..2
Are you collecting my data?
Only with a customer's consent, we only do this to allow customers to access smart tariffs and their real time data to help them shift their consumption.
How do I benefit by having a smart meter?
Smart meters help customers access more tariffs, campaigns & initiatives that can help them save money.It also gives them insight into their daily and half hourly usage data, helping customers to adjust their consumption.
I have a complex electrical set up (eg., three phase, CT etc). How do you support this?
In case of any complex metering set up, always ask for meter photographs. We will take these away and work with our teams to get any obstacles/issues resolved.
Next
Previous
So, what happens if we don't replace uncertified meters?
For each uncertified meter we fail to exchange, we could be fined up to £1000.Currently we have over 400K uncertified meters in our portfolio - that could be a fine as high as £400 Million!
Next
Previous
You've noticed a customer has an uncertified meter, what now?
It's important that we don't avoid the conversation or ignore the tag. Explain to the customer why it's important we exchange the meter:
- It's a legal requirement
- It's vital for billing accuracy
Next
Previous
You've noticed a customer has an uncertified meter, what now?
It's time to raise a meter exchange! If there are no available appointments, make sure to add ‘uncertified meter’ to the notes of the the NSMR request. This is so it can be prioritised by the Smart Experience team.
Next
Previous
What if a customer is unsure?
We can't force a customer to upgrade their meter, however we will continue to attempt to make contact with them about it via automated emails.
Click Connie for more
"I'm not sure I want a smart meter.."
Is there a particular reason why? I might be able to help clear up some of your concerns
Getting a better understanding of why a customer may be against a new meter can help us clear up any misconceptions or myths.
Next
Previous
BRAND NEW PROCESS ALERT
LET'S GO!
Previous
Dealing with an Uncertified complaint
click constantine for more
Not all customers will want a smart meter, it's important that we follow the correct procedure to handle these cases.
STEP 1: Attempt to de-escalate
Next
Previous
STEP 1: Attempt to de-escalate Explain to the customer why its important that we exchange the meter; e.g. its a legal requirement and its important to ensure the billing is accurate Ask why the customer doesn't want a smart meterLet's take a look at some tips for de-escalation!
Next
Previous
De-escalation Tips
Click the Connies for more
Does the customer have any concerns or queries around smart meters that can be easily cleared up? Do they have any misconceptions that we can myth bust based on our new found knowledge?
Is the customer on the PSR? Is there anything we need to take into consideration in regards to our approach?E.g. - Mobility & Accessibility issues - Is the meter difficult to access, what can we do to help? - Mental health What other adjustments can we make?
Link
Do they have any questions about smart meters or having one installed? Use the 'Frequently asked questions' slide to help! You can also use this helpful myth busting page from our blog
Next
Previous
STEP 2: Open a complaint & escalate to your TL or a Customer Happiness Master Do this as quickly as you can - if at this point neither your TL or specialist can come to a resolution, this should be escalated to your O.M.
Customer still isn't happy to exchange their meter? Click Connie for the next step
STEP 3: ESCLATE TO YOUR OPERATIONS MANAGER
Next
Previous
STEP 3: ESCLATE TO YOUR OPERATION MANAGER - As part of this complaints procedure it is vital that the complaint is referred to an OM if a resolution cannot be agreed
Customer still isn't happy to exchange their meter after OM escalation? Click Connie for the next step
STEP 4: Before issuing a deadlock letter, please ensure your OM has reviewed the complaint.
Next
Previous
Scenario
"I do not trust your smart meters. Do not force one on me, I want to escalate this to the Ombudsman!"
Imagine, you have attmpted to de-escalate, reassured the customer on usage and accuracy of smart meters, but they are still unhappy and refusing a smart meter. Now CLICK HERE to see the ways to escalate this complaint -
Press here - If you would just issue the deadlock and send the customer to the Ombudsman!
Press here - If you would first escalate the complaint to your OM before any deadlock letter is issued!
Next
Previous
Resources
Previous
Register of approved electricity meters
Office of Product and Safety Standards - Handbook
Next
Electricity meter certification
Feedback
Octopets
How did you find this training?Add your feedback here
Have a cute pet?Share your cute pet pics here
You can now exit the course using the 'X' button in the top right corner!
Previous
Not Quite!
If a customer wishes to escalate their complaint to the Ombudsman, do not directly issue a deadlock!! Instead, raise it to your OM first for review!
Yess!
It is crucial that these complaints receive support from an OM, due to the regulatory implications. An OM must review this type of complaint before it can be deadlocked.
Also, always remember, Ombudsman complaints cost us £400 per case! We should always look to resolve the complaint internally before escalating to Ombudsman!
What's wrong with uncertified meters?
- If the meter has passed its certification date it may not be measuring energy use as accurately as it should.
- This can result in us billing the customer inaccurately.
- While not dangerous, these meters are required by law to be replaced by energy suppliers.
- Energy meters are moving away from an old system of fixed "certification dates" to a more modern standard called MID.
Uncertified Meter Octoboost 2026
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Transcript
Welcome to
Octob ost:
Uncertified Meters
Let's go!
Before we begin...
Here are some buttons we're going to see in this lesson, click them to see what they do!
You're doing great sweetie!
If you haven't seen the 'Next' button appear, this means there is still more to see!
Buttons like this will reveal more information. It might also reveal another button to press!
Next
This button will take you back to the previous slide
Previous
Here's what we'll be covering:
Next
Previous
Next
Previous
Uncertified Meters
Much like the smoke alarm in your home has a shelf life to ensure it performs reliably, your electricity meter has a certification expiry date. Certification starts from the date the meter was Certified (we're told this in the D0150 flow).
Traditional meters have certification periods that vary between 5-45 years. This means that when a meter reaches the end of its certification period it needs to be replaced.
Next
Previous
Tell me more!
Next
Previous
Who Certifies the meters?
The OPSS -
Office for Product Safety and Standards
Next
Previous
Click on the cards for more information
A new certification process was introduced in 2006 following a European standard called MID. Since 2016, all installed meters are MID certified. No Expiry Date: Instead of a set shelf life, these meters are kept in use through ongoing testing. Why it’s better: This method is more efficient, reduces smart meter waste, and ensures your billing remains accurate without needing to replace the hardware as often.
Traditional electricity meters have a fixed "shelf life." Once this period ends, the meter must be replaced. Traditional gas meters are slightly different; they are "stamped" when made, and their accuracy is checked by the government through regular industry testing.
Use this side of the card to provide more information about a topic. Focus on one concept. Make learning and communication more efficient.
Use this side of the card to provide more information about a topic. Focus on one concept. Make learning and communication more efficient.
Title
Title
MID
Certification periods
Write a brief description here
Write a brief description here
Measuring Instruments Directive
Old traditional meters
Smart meters
Next
Previous
How to spot an uncertified meter
An uncertified meter will be clearly labelled under the meter details section of the properties tab in Kraken You can also see the "Certified until" date within the MTD's - if the date is in the past, the meter needs to be exchanged.
Next
Previous
Certification VS installation date
Certification is calculated from the certification date, not the date the meter is installed. Meters are certified when manufactured, but stock can sit a while before being installed. This can be found on the D0150 flow.
On some occassions the 'certified until' date in Kraken might not be correct. If you're dealing with an uncertified meter it's important to check certification periods to ensure the 'certified to date' in Kraken is correct.
Use this helpful link
To check the certification time frames, first you'll need to find your meter make & type. Next use the link above to find it on the sheet. The number in section C (for certification) is your certification period; add this to the certification date and this will give you the correct expiry date.
If the certification expiry date is incorrect, this will need to be corrected with an MTD update
Next
Previous
I hear that Octopus only replace meters with smart meters; what's so good about them?
I think I saw something about this on the news! Let's tune in and see...
Next
Previous
Click on Connie for more info!
BREAKING NEWS!
SMART METERS HAVE SO MANY BENEFITS
Let's take a look at a few!
Previous
Smart meters help towards our mission of making a BIG GREEN DENT!
Click on Connie for the next slide
Smart meters help reduce the UK’s carbon footprint and promote energy efficiency. They do this by allowing customers to monitor and adjust their consumption resulting in more conscious energy use and helps customers save money on their bills.
ENERGY EFFICIENCY
Previous
Smart meters contribute towards the big green dent!
Click on Connie for the next slide
Smart meter data helps predict and manage peaks in energy usage, reducing the risk of power outages and disruptions. They also improve the accuracy of billing and allow for far better grid management, as supply can be adjusted based on real-time demand.
MODERNISING THE GRID
Previous
Smart meters contribute towards the big green dent!
Click on Connie for the next slide
Back to you at Octoboost HQ!
OCTOPUS LOVES SMART METERS
Previous
Smart meters contribute towards the big green dent!
Smart meters seem really beneficial, I don't understand why someone might not want one?
You might be suprised to hear that some customers are against having a smart meter - there are some misconceptions out there!
Next
Previous
Lets take a look at some of the most common myths & misconceptions
Let's go!
Previous
SMART METER EDITION
Next
Previous
Click Here to continue
Connie did you hear that some people think that smart meters might have a negative impact on their health?
Is that because of low-level electromagnetic radiation?
Previous
It sure is! The Radio Frequency exposure from smart meters is typically much lower than from common wireless devices like Mobile Phones, a T.V or WiFi. For instance, a person standing one foot away from a smart meter is exposed to about 1/100th of the radiation they would experience during a phone call using a mobile phone. It's a myth!
Click Here to continue
That's crazy how little Radio Frequency it emits, it's less than a customer making a call to Octopus Energy! What about data sharing?
Previous
Octopus never sells a customer's data to third party orginisations for marketing purposes - it's another myth! Customers have complete control over the reading frequency of their meter. We need consent to collect their half-hourly data which is a requirement for smart tariffs, but not for standard ones. They can even opt out of this if they wish! Let me show you how:
Click Here to continue
Previous
We can change the reading frequency of a smart meter here. This means if a customer only wants us to read their meter once a month, we can! This way it works a little more like a traditional meter.
Click Here to continue
Previous
Click Here to continue
I'm so glad you asked! Smart meters are AS accurate as traditional meters and will even help with accuracy when it comes to bills! It's the same as having a traditional meter, the only difference being that smart meters have the capability to connect to your supplier. We'll do our best to connect to the meter, on the rare occassion we can't it will work in the exact same way as a traditional meter.
Tell me if you've heard this one before, a customer says 'I hear a lot that Smart meters don't work or function correctly...' Would you be suprised to hear that based on Ofgem findings 91% of our smart meters function in smart mode? Here's the official data if you want to take a look!
91% is pretty good odds! But what about meter accuracy? There are a lot of confusing headlines out there and I feel like customers often get confused between the two!
Previous
Click Here to continue
Octopus would never switch off a domestic customers supply. They do have the power to switch a customer's meter to prepayment mode, however this only ever happens in extreme cases as a last case scenario. This process is heavily regulated by Ofgem and there is very strict guidance on this.
How about remote disconnection? If Octopus are connected to the meter surely they have the power to disconnect it remotely?
Previous
I'm glad we cleared up all those myths & misconceptions. Let's test our audience at home with a quick true or false Mythbusting quiz!
Next
Previous
True or False quiz
Let's test your knowledge on some common metering myths
Let's go!
Previous
Question 1/5
An uncertified meter does not pose a risk to safety or supply
Next
Question 2/5
As a supplier we do not offer traditional meters!Most energy suppliers will not fit traditional meters as they risk OFGEM fines. However customers are of course welcome to check this!
Next
Question 3/5
We do not fit smart meters without attempting to commission or connect them
Next
Question 4/5
An uncertified meter may over or under clock consumption This means we cannot guarantee billing accuracy!
Next
Question 5/5
If a meter is on supply with us, we are liable for the maintainence and function of that meter.
Next
Welcome to the Octo-Pet of the Month
Bobby loves playing hide and seek with his older cat brother!
Bobby is the beloved pet of Crystal from Team P! Thank you Crystal for sharing these adorable pics!
Bobby
Next
Frequently asked customer questions..1
I rent my property, can I have a smart meter?
Yes! If you are responsible for the bills, you have the right to upgrade your meter. You should inform your landlord of any changes and explain your meter is uncertified if they raise any concerns.
Do smart meters pose a risk to health?
No, Public Health England (PHE) have carried out extensive research on smart meters and found that the low-frequency radio waves used by smart meters pose no risk to a person’s health.
Are you able to disconnect my supply?
No, there are strict Ofgem guidelines against this.
Why do I have to have a smart meter?
This is an Ofgem requirement. Ofgem's role is to protect the interests of energy consumers, having a smart meter is in the customer's best interest and ensures accurate billing.
Next
Previous
Frequently asked customer questions..2
Are you collecting my data?
Only with a customer's consent, we only do this to allow customers to access smart tariffs and their real time data to help them shift their consumption.
How do I benefit by having a smart meter?
Smart meters help customers access more tariffs, campaigns & initiatives that can help them save money.It also gives them insight into their daily and half hourly usage data, helping customers to adjust their consumption.
I have a complex electrical set up (eg., three phase, CT etc). How do you support this?
In case of any complex metering set up, always ask for meter photographs. We will take these away and work with our teams to get any obstacles/issues resolved.
Next
Previous
So, what happens if we don't replace uncertified meters?
For each uncertified meter we fail to exchange, we could be fined up to £1000.Currently we have over 400K uncertified meters in our portfolio - that could be a fine as high as £400 Million!
Next
Previous
You've noticed a customer has an uncertified meter, what now?
It's important that we don't avoid the conversation or ignore the tag. Explain to the customer why it's important we exchange the meter:
Next
Previous
You've noticed a customer has an uncertified meter, what now?
It's time to raise a meter exchange! If there are no available appointments, make sure to add ‘uncertified meter’ to the notes of the the NSMR request. This is so it can be prioritised by the Smart Experience team.
Next
Previous
What if a customer is unsure?
We can't force a customer to upgrade their meter, however we will continue to attempt to make contact with them about it via automated emails.
Click Connie for more
"I'm not sure I want a smart meter.."
Is there a particular reason why? I might be able to help clear up some of your concerns
Getting a better understanding of why a customer may be against a new meter can help us clear up any misconceptions or myths.
Next
Previous
BRAND NEW PROCESS ALERT
LET'S GO!
Previous
Dealing with an Uncertified complaint
click constantine for more
Not all customers will want a smart meter, it's important that we follow the correct procedure to handle these cases.
STEP 1: Attempt to de-escalate
Next
Previous
STEP 1: Attempt to de-escalate Explain to the customer why its important that we exchange the meter; e.g. its a legal requirement and its important to ensure the billing is accurate Ask why the customer doesn't want a smart meterLet's take a look at some tips for de-escalation!
Next
Previous
De-escalation Tips
Click the Connies for more
Does the customer have any concerns or queries around smart meters that can be easily cleared up? Do they have any misconceptions that we can myth bust based on our new found knowledge?
Is the customer on the PSR? Is there anything we need to take into consideration in regards to our approach?E.g. - Mobility & Accessibility issues - Is the meter difficult to access, what can we do to help? - Mental health What other adjustments can we make?
Link
Do they have any questions about smart meters or having one installed? Use the 'Frequently asked questions' slide to help! You can also use this helpful myth busting page from our blog
Next
Previous
STEP 2: Open a complaint & escalate to your TL or a Customer Happiness Master Do this as quickly as you can - if at this point neither your TL or specialist can come to a resolution, this should be escalated to your O.M.
Customer still isn't happy to exchange their meter? Click Connie for the next step
STEP 3: ESCLATE TO YOUR OPERATIONS MANAGER
Next
Previous
STEP 3: ESCLATE TO YOUR OPERATION MANAGER - As part of this complaints procedure it is vital that the complaint is referred to an OM if a resolution cannot be agreed
Customer still isn't happy to exchange their meter after OM escalation? Click Connie for the next step
STEP 4: Before issuing a deadlock letter, please ensure your OM has reviewed the complaint.
Next
Previous
Scenario
"I do not trust your smart meters. Do not force one on me, I want to escalate this to the Ombudsman!"
Imagine, you have attmpted to de-escalate, reassured the customer on usage and accuracy of smart meters, but they are still unhappy and refusing a smart meter. Now CLICK HERE to see the ways to escalate this complaint -
Press here - If you would just issue the deadlock and send the customer to the Ombudsman!
Press here - If you would first escalate the complaint to your OM before any deadlock letter is issued!
Next
Previous
Resources
Previous
Register of approved electricity meters
Office of Product and Safety Standards - Handbook
Next
Electricity meter certification
Feedback
Octopets
How did you find this training?Add your feedback here
Have a cute pet?Share your cute pet pics here
You can now exit the course using the 'X' button in the top right corner!
Previous
Not Quite!
If a customer wishes to escalate their complaint to the Ombudsman, do not directly issue a deadlock!! Instead, raise it to your OM first for review!
Yess!
It is crucial that these complaints receive support from an OM, due to the regulatory implications. An OM must review this type of complaint before it can be deadlocked.
Also, always remember, Ombudsman complaints cost us £400 per case! We should always look to resolve the complaint internally before escalating to Ombudsman!
What's wrong with uncertified meters?