Commenting on the news that Ofgem has required npower to pay a £26m consumer redress package following billing and complaint handling failings between 2013 and 2014, Tom Lyon, energy expert at uSwitch.com, says: “The sheer scale of this record settlement serves as a shot across the bows of the industry that consumers must be treated fairly.
“npower has reduced complaints by nearly 70% since the beginning of this year, but it still has a long way to go if it’s to meet tough new targets by next summer and avoid a sales and marketing ban. Trust in the energy industry is already at an all-time low and, unfortunately, today’s news will do little to address consumers’ cynicism towards suppliers.
“Today’s settlement should also serve as a warning to new suppliers entering the market, who must learn from the mistakes of the big six and operate in a way that keeps customers at the heart of everything they do. All suppliers should give consumers the quality of service they deserve or they will pay the price.”
For more information visit www.uswitch.com or call 0800 093 06 07