Energy suppliers still failing to resolve complaints

Energy suppliers are still failing to resolve complaints. That’s according to a new report from Citizens Advice, which claims there have been “no significant” improvements in the number of customers complaining […]

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By Jacqueline Echevarria

Energy suppliers are still failing to resolve complaints.

That’s according to a new report from Citizens Advice, which claims there have been “no significant” improvements in the number of customers complaining about suppliers this year.

Complaints about five of the Big Six companies have increased in the past 12 months despite some of them receiving sanctions from Ofgem for poor customer service last year.

The six largest energy companies in the UK accounted for 271 complaints per 100,000 customers between January and March this year.

According to the report, ScottishPower was the worst performing supplier with more than 1,100 complaints per 100,000 customers.

That’s after introducing a “new system which caused billing issues for many customers”, it added.

On the other hand SSE was the best performing Big Six supplier, with 55 complaints per 100,000 customers.

Two-thirds of customer complaints were about billing issues.

Margaret Lynch, CEO of Citizens Advice Scotland said: “It’s really disappointing to see complaints increasing across the Big Six, particularly given what we now know from the CMA investigation into the energy market. Low levels of trust in the industry mean consumers are less likely to shop around and therefore miss out on hundreds of pounds of savings. Consumers deserve so much better.”

Last year around 6.5 million complaints were made by customers to the larger energy suppliers.