Four million complaints made over Big Six in 2011

Customers of the Big Six energy firms made over four million complaints regarding poor service last year. Research from consumer champions Which? suggested consumers could be missing out on £4 […]

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By Tom Gibson

Customers of the Big Six energy firms made over four million complaints regarding poor service last year. Research from consumer champions Which? suggested consumers could be missing out on £4 million a year in unclaimed compensation as 90% of unresolved complaints do not go to the energy ombudsman.

Which?, as part of its Affordable Energy Campaign, wants regulator Ofgem, to force energy companies to report more information on energy suppliers’ behaviour. According to their research energy companies only have to publish the number of complaints that are still unresolved by the end of the next working day, which they say fails to show how many complaints suppliers receive, how long a complaint took to resolve or what the complaint was about.

Richard Lloyd, executive director at Which?said: “These findings reveal shockingly high levels of complaints and low levels of customer satisfaction in the energy industry, at a time when domestic bills have gone through the roof. The Government must do more to answer fundamental questions about why the energy market is allowed to work against the consumer interest.”