Consumer Focus has backed Ofgem’s £2 million fine of npower over customer complaint issues and said it is important the regulator has confidence in dealing with the Big Six.
Adam Scorer, Director of External Affairs at Consumer Focus said: “This is the second of the Big Six to be fined this year for problems with handling customer complaints and another is under investigation. Customers need to be confident that suppliers will deal with their complaint quickly and fairly and that there will be consequences when they don’t play fair.
“Consumer Focus is particularly concerned that energy companies seem to avoid directing customers to the Energy Ombudsman. The Ombudsman is the essential backstop if a company cannot or will not sort out someone’s problem. That companies are failing to alert people to the Ombudsman scheme undermines the whole system of redress in the energy market and Ofgem must continue to be tough with any company that fails to direct customers to the Ombudsman.”
Consumer Focus has recently published a report looking at the challenges for consumer redress and advice in light of big changes happening in the energy market.