How to get your energy complaint sorted as Ofgem takes action over complaints to big firms
The energy regulator has opened investigations into First Utility, Ovo Energy and Utilita, and is expanding a current probe into Scottish Power over their "poor complaints handling"
ENERGY firms have been slammed by customers for their "poor handling" of customer complaints.
Regulator Ofgem has now opened investigations into First Utility, Ovo Energy and Utilita, and is expanding a current probe into Scottish Power following concerns raised by customers.
In addition, British Gas, Co-operative Energy, EDF Energy, Eon, Npower, SSE, and Utility Warehouse have been told to submit improvement plans on how they will deal with complaints going forward.
It comes after Ofgem found that more than half of people it surveyed (57 per cent) are unhappy about how their complaint had been dealt with.
Key problems experienced include the length of time taken to resolve issues, not being kept up to date with the progress of complaints, and suppliers failing to provide a clear view of how long complaints will take to resolve.
Dermot Nolan, chief executive of Ofgem, said: “Although the level of satisfaction about complaint handling has increased over the past two years, it is still unacceptably low.
Energy suppliers have up to eight weeks to come to tell you their decision on the complaint.
If you can't reach an agreement with your supplier after eight weeks, you can ask for a "deadlock letter", which enables you to take your case to the free .
The Energy Ombudsman will then decide which party it agrees with and how to resolve the issue.
"Some suppliers need to be doing considerably more to get the basics right and provide a service their customers deserve.
“We will be monitoring the level of all suppliers’ customer service performance particularly closely. We are ready to – and will – act against those who fail their customers.”
The energy providers Ofgem is investigating
Ofgem is looking into the following companies over concerns about their complaints handling.
- Investigations have been launched into First Utility, Ovo Energy and Utilita.
- A current investigation into Scottish Power has been expanded.
- British Gas, Co-operative Energy, EDF Energy, Eon, Npower, SSE, and Utility Warehouse have been told to submit improvement plans on how they will deal with complaints going forward.
Lawrence Slade chief executive of trade body Energy UK said: “Suppliers’ overall performance in this area is improving with Ofgem’s own figures showing that the number of complaints received by suppliers has nearly halved in recent years.
"Also, given that the majority of complaints arise from billing issues, the continuing roll-out of smart meters, which ensure accurate and up-to-date bills, will help reduce this number further still.
“It is encouraging to see that the average customer satisfaction with complaints handling has increased however, clearly there is more work to be done to deliver the high standards of service customers rightly expect."
Consumer group Which? found just this week that long-term fixed energy deals can costs HUNDREDS of pounds extra per year.
Meanwhile, millions of households on "time of use" tariffs are paying over the odds for electricity, we reported yesterday.
Here's how you can save cash on your electricity bills by cutting your usage with these simple steps.
We pay for your stories! Do you have a story for The Sun Online Money team? Email us at money@the-sun.co.uk or call 0207 78 24516. Don't forget to join the for the latest bargains and money-saving advice.