Ofgem Tells Energy Suppliers To Up Their Game

The energy regular Ofgem has warned major energy suppliers that they need to improve their customer relations as half of respondents on a recent survey have stated that they are ‘quite’ or ‘very’ dissatisfied with the way complaints are dealt with. However, there are some signs of progress as the study also showed that two in five people who complained to their energy supplier have been left satisfied with how the issue was dealt with.

Common complaints relate to billing and meter problems, inaccurate meter readings and missing bills and it is estimated that consumers could collectively be missing out on £4m per year in uncomplained compensation.

Executive director of Which?, Richard Lloyd, says that people should always take the time to complain if it is justified:

‘When we surveyed energy customers last year, we found that many people had experienced a problem but didn’t complain, so could have missed out on compensation.

‘It is important that dissatisfied customers complain directly to their supplier first. But if your supplier doesn’t sort the problem out, it’s worth contacting the energy ombudsman. The vast majority of complaints it receives are upheld, with an average compensation pay-out of £125.’

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