Gas and electricity firms face consumer criticism

22/09/2009

Energy firms remain a target of considerable customer dissatisfaction, uSwitch.com has said.

According to new data from the financial website, only 51 per cent of consumers think that they are getting value for money from their provider - while 52 per cent are "satisfied" with service levels.

Of the "big six" energy firms which dominate the UK market, Scottish & Southern Energy scored top and npower finished in last place.

The survey was taken in the wake of the sharp price increases imposed by Britain's gas and electricity firms over the course of 2008, reflecting trends in the wholesale markets.

General tariffs were put up by as much as 35 per cent at a time during last summer - although many deals have since been reduced as market prices fall.

General improvements in satisfaction levels, when compared with 2008's survey, were also noted by uSwitch.

Ann Robinson, the site's consumer policy director, said: "This year, suppliers are starting to get back on track, winning customers over by cutting prices and bringing out increasingly competitive new plans.
"If you are still unhappy with the service you are getting, then it's time to look around for a new supplier."

Kevin Still, EuroDebt director, added: "The message appears to be clear, research your preferred energy supplier and then look to switch at the right time. Beware of under payments on your existing tariff, as this may cause a nasty shock when you terminate you existing relationship.

"If there are arrears on the account then work out a reasonable repayment plan with your supplier. EuroDebt provides an independent and free comparison service at www.energyswitching.co.uk to find the best tariff and payment method. The customer satisfaction league table may also be an important factor in your decision.

"For people in financial difficulty and struggling with debts then energy switching can release potentially upwards of £35 per month to go towards paying off debts."

uSwitch also found that 40 per cent of consumers think that they are currently on their supplier's "best deal".

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

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