npower still top of the complaints charts
The energy supplier remains the most complained about member of the big six gas and electricity providers
Research carried out by Consumer Futures has revealed that the German-owned energy company received 253 complaints per 100,000 customers between July and September 2013. This represents a 25% rise in complaints for npower, since the last study was carried out between April and June 2013.
The survey saw SSE crowned the least complained about of the big six energy suppliers, with 32 complaints per 100,000 users.
ScottishPower received 46 complaints, British Gas 55, E.ON 62 and EDF Energy 74.
‘We’ve let many of our domestic customers down’
Director of Domestic Retail Business at npower Roger Hattam, said: “Last year, we apologised to our customers for the service issues they may have faced, following the installation of a new billing system.
“I know that we’ve let many of our domestic customers down and I want to apologise personally for this and promise that they will not lose out financially as a direct result of these issues.
“We’re working on these issues as top priority. Our customers deserve to get the best service possible and this is my commitment to them.”
‘Stark reminder that there is much more for [energy companies] to do in order to […] increase consumer trust’
Chief Executive at Citizens Advice Gillian Guy said: “Rising energy bills are eating into people’s already stretched budgets, often consuming money that could have been spent on other daily essentials like food.
“With people paying such a high price to have a warm home or keep the lights on the service provided by energy companies should be exemplary, but all too often we’re finding that’s not the case.
“The findings from Consumer Futures should serve as a stark reminder to energy firms that there is much more for them to do in order to improve service and increase consumer trust.”