Energy firms' complaints handling is 'not satisfactory'

30/06/2009

The customer complaints services offered by Britain's energy firms are not good enough, the industry regulator admitted today.

Ofgem polled consumers and found that just one in four people who had made a complaint were happy about the service.

Overall, npower was the gas and electricity firm which scored lowest, with just 16 per cent of customers satisfied.

Scottish & Southern Energy and E.ON came out joint top at 29 per cent each.

Common causes of dissatisfaction were the number of calls necessary to make to the supplier in order to get the problem sorted and the "attitude" of some energy firms' staff.

Customer group Consumer Focus, responding to the report, said that the results were "no surprise".

A spokesperson added: "To help combat the high levels of complaints about energy billing the government must also roll-out smart-meters as soon as possible to make bills more accurate.

"In the meantime we would urge consumers who are dissatisfied with the service they receive to vote with their feet and switch supplier."

Tags; Housing Debt and Bills, Young Family Finances, Retirement Money Problems,

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