Up your game, energy firms told

01/07/2009

New industry figures showing customer anger at energy firms' complaint processes have come as no surprise to one financial website.

uSwitch.com said today that Britain's gas and electricity firms need to listen to their customers more and "improve their act".

The Ofgem data show that just one in four customers who complain to their supplier are happy by the way they are dealt with.

One of the "big six" firms achieved an approval rating of just 19 per cent, as rude staff and the need to call several times were both reported by angry customers.

Commenting, Ann Robinson, director of consumer policy at uSwitch.com, said: "The problem with a number of energy companies is that they have not got that sharp consumer focus. A lot of energy companies do have a very heavy engineering presence. It’s where they come from.

"I think they just need now to recognise that the game has changed, they have to improve their act. The expectation is that they should do so.”

uSwitch.com research has shown that customer energy bills have risen by 114 per cent since 2004.

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

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