Olympic sponsor EDF still bottom of complaints league

EDF Energy is still bottom of a complaints league table and was the only Big Six supplier to see a rise in complaint levels. The new table published today by […]

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By Vicky Ellis

EDF Energy is still bottom of a complaints league table and was the only Big Six supplier to see a rise in complaint levels.

The new table published today by customer champions Consumer Focus shows most energy suppliers saw a slight fall in complaint levels, with complaints falling by an average of 7% for the first three months of 2012.

ScottishPower managed to do better with its customers, increasing from a three-star to a four-star rating, while other firms stayed put in the table.

E.ON stayed at fourth in the table just ahead of npower, with its chief executive Dr Tony Cocker admitting the firm “needs to do better”.

SSE is still king of the pile for complaints, keeping its position at the top of league table with the lowest ever weighted amount of complaints.

Audrey Gallacher, Director of Energy at Consumer Focus said: “It is welcome to see a decrease in complaint levels. Suppliers have said they want to increase consumer trust in the industry so they need to build on this result and work towards achieving consistently good customer service.”

She said it is “disappointing” to see yet another poor performance from EDF Energy: “The firm has made some big commitments to improve its performance and its customers will rightly expect to see it getting back on track on customer service.”

EDF, a London 2012 Olympic sponsor said in a statement: “We are obviously disappointed that our service levels are not at the high standards we expect and our customers deserve… We are pleased to see there have been clear signs of progress since April – with complaints falling by 25%.

“Despite taking on hundreds of extra staff, the migration to the upgraded system led to unacceptably long delays in answering phones calls. We sincerely apologise for inconvenience caused to customers during this transition.”