Smart meters and bills ‘on the top of customers’ complaints to suppliers’

The latest Ofgem’s report shows nearly 53% of consumers are dissatisfied with the time taken to deal with the complaint

Big Zero Report 2022

Billing issues, problems with smart meters and cost of energy are the three main reasons for customers’ complaining to energy companies.

The latest Ofgem and Citizens Advice survey on consumer perceptions of the energy market for the second quarter of the year shows more customers are dissatisfied than satisfied with the complaints handling process.

In the last three months, more than half said they are dissatisfied with the way their complaint was handled and the time taken to deal with the complaint.

An estimated 23% had given up pursuing the complaint submitted to their energy supplier.

The survey of almost 3,000 domestic customers also suggests around 73% of consumers are satisfied with their energy supplier overall.

The figure is lower compared to the latter half of 2020.

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