Ofgem today announced that it has opened an investigation into Spark Energy after receiving information about complaints around “handling procedures, billing practices and customer switching processes”.
The energy regulator offered little other information about the details of the investigation, only citing that under Consumer Complaints Handling Standards, energy suppliers must handle and process customer issues in a timely manner. Additionally, Ofgem noted that energy suppliers cannot create obstacles for customers desiring to switch, unless there are outstanding debts.
BBC Watchdog probe
This news comes after a recent BBC Watchdog probe into claims that it was “impossible” to switch from the independent supplier.
The programme featured tenants in properties managed by letting agents Your Move, Foxtons and Reed Rains, and focussed on their complaints that they had been automatically signed up to Spark Energy – the letting agents’ preferred energy supplier – via a clause written into their tenancy agreements – and could not switch energy plans.
In response to the airing, both the letting agents and Spark commented that everything was in line with regulations, and that they were all adhering to guidelines.