Press release:

uSwitch comments on Citizens Advice energy complaints league table

Responding to Citizens’ Advice’s latest energy complaints league table, which shows the widest ever gap between the best and worst providers, Claire Osborne, energy expert at uSwitch.com, says: “Energy bills are stressful enough, so customers need to know that their issue will be dealt with quickly and efficiently if things ever go wrong. Chasing complaints costs both time and money and consumers should not have to pay the price for suppliers’ mistakes.

“It’s encouraging to see some suppliers stepping up their efforts to improve their processes, but it’s clear that others still have some work to do if trust in the energy industry is to be restored.

“Inaccurate bills, one of the main causes for complaints, are unfortunately much more common than we would like. Our own research found that almost four million customers have been overcharged due to billing errors over the last year – leaving them £270 million out of pocket[1].

“Providing regular meter readings goes a long way towards ensuring that bills are as accurate as possible – but consumers should always check their bills carefully and speak immediately to their supplier if they think they have been short-changed.

“This data shows that there is more to choosing an energy supplier than price alone, so it’s important to do your research before choosing a provider. Many price comparison sites have supplier customer satisfaction ratings or reviews which give a good indication of the level of service you can expect to receive.”

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Notes to editors

  1. Energy billing blunders leave consumers £270 million out of pocket, uSwitch.com: https://www.uswitch.com/media-centre/2016/06/energy-billing-blunders-leave-consumers-270-million-out-of-pocket/

About us

uSwitch is an online and telephone price comparison and switching service, helping consumers get a better deal on gas, electricity, home phone, broadband, digital television, mobile phones and personal finance products including mortgages, credit cards, current accounts and insurance.

uSwitch customers have the option to create an account which will prompt them when their current broadband, credit card, energy, insurance and mobile deals are coming to an end. For energy customers, the account can also automatically monitor the market and notify them when they can move to a cheaper tariff - making future comparisons even simpler and faster. In 2016, uSwitch saved UK consumers over £320m on their energy bills alone.

Broadband customers can conduct a speed test to find out how fast their broadband is and to identify the best broadband provider for their postcode.

The uSwitch mobile app allows customers to compare energy and broadband deals. Energy customers can compare deals in seconds by scanning the QR code on their energy bill. The app won 'Most Innovative Use of Mobile' and the 'Chairman's Award' at The DRUM Marketing on Mobile Awards 2017. Consumers voted it Most Popular Website (Comparison category) in the Website of the Year Awards 2016.

uSwitch was the first comparison site to achieve the Plain English Campaign’s Internet Crystal Mark, recognising that it has clear language, is accessible and easy to use.

uSwitch has a UK contact centre which is manned by energy and broadband experts. The ‘Send Us Your Bill’ service allows customers to post their latest energy bills to FREEPOST USWITCH in order to receive a free call back to be guided through the comparison process. Alternatively, consumers can email customerservices@uswitch.com with their postcode and usage details. uSwitch’s address is The Cooperage, 5 Copper Row, London, SE1 2LH.

uSwitch is owned by ZPG Plc (LSE:ZPG), owner of some of the UK’s most trusted home-related digital platforms including Hometrack, Money.co.uk, PrimeLocation, Property Software Group and Zoopla.