Energy Firms Complaints Processes “Frankly Awful”
A report by regulator Ofgem shown low satisfaction rates and extremely slow resolution times among gas and electricity suppliers, which Ofgem’s chief executive Dermot Nolan has branded “frankly awful”.
57% of UK customers who had complained to their energy provider were not satisfied with their response, and typically customers had to contact their supplier six times before their issue was resolved. Npower and Scottish Power had the lowest satisfaction rates.
Nolan has written to the companies instructing them to independently audit their complaint handling processes within the next three months, telling them they must improve the speed of their responses and become more proactive.
Industry representative Energy UK, has responded:
“Handling complaints well is a must. Suppliers are committed to improving and a programme of change is underway.”
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