Most energy complaints handled badly

The energy regulator Ofgem has ordered eleven of the UK's biggest energy suppliers to improve the way they handle complaints after more than half of customers criticised the way theirs had been handled.
British Gas, Npower, EDF and SSE are just some of the suppliers who have been asked to present better plans to Ofgem. The regulator has also started working with First Utility, Ovo Energy and Utilita to improve their handling of complaints - with the prospect of tougher action if things do not improve . The regulator is also widening its work with Scottish Power, a company that was recently featured on this blog.
This new development follows a survey of over 3,000 people who had complained to their energy provider. Ofgem found that 57% of people that complained were dissatisfied with the results, with only 32% saying they were satisfied. Many customers said that complaints took too long to resolve and they were not kept up-to-date with progress regarding their complaint.
The Ofgem Chief Executive Dermot Nolan said: “Although the level of satisfaction about complaint handling has increased over the past two years, it is still unacceptably low. Some suppliers need to be doing considerably more to get the basics right and provide a service their customers deserve.”
But it was not all bad news for customers. Ofgem reported that complaints received by all energy suppliers had almost halved over the past four years.

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