Npower most-complained about energy provider – again

Energy supplier npower topped the table for the most complaints again last year, according to a new survey. Figures from Citizens Advice reveal more complaints were made about the Big […]

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By Priyanka Shrestha

Energy supplier npower topped the table for the most complaints again last year, according to a new survey.

Figures from Citizens Advice reveal more complaints were made about the Big Six power provider than any other large supplier every quarter in 2013.

The charity suggests late bills, payments being stopped and new accounts not being set up are a few of the problems npower’s customers are experiencing with the billing system.

It received 306 complaints for every 100,000 customers in the final quarter of 2013, three times the number of its nearest rival – ScottishPower. The least number of complaints were made about SSE, with only 31 complaints per 100,000 customers.

Source: Citizens Advice
Source: Citizens Advice

Gillian Guy, Chief Executive at Citizens Advice believes “things are getting worse” for npower customers.

He added: “For well over a year now some npower customers have been finding their finances thrown into chaos. Some are not receiving bills and others are ending up in debt because their direct debit was cancelled. Citizens Advice has asked npower to make sure people affected get any appropriate compensation.

“People will not feel able to trust energy suppliers again if firms cannot get their house in order and deliver decent customer service.”

Last year npower moved to a new billing system – which still seems to be causing problems – following which it wrote to all its 3.4 million customers to apologise in December.

A spokesperson said: “We are making good progress in dealing with the root causes of this but remain totally committed to resolving any problems this has created for our customers.”