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.
“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.”