Iresa branded ‘worst energy company for customer service’

Citizens Advice said it received more than 9,000 complaints per 100,000 customers

Rising tide of water complaints from businesses

There was an increase in complaints from non-household customers during the second quarter of the year. Consumer Council for Water (CCWater) received 559 complaints – around three times as many as the same period last year. The watchdog said it had expected to see an increase while the industry adjusts to the new non-household retail […]

Temperature rising on heat billing complaints

The majority of complaints made by heat network customers are related to billing issues. That’s according to customer protection scheme Heat Trust, which sets standards for the heat sector and provides an independent dispute resolution service. Heat suppliers received complaints from around 6% of households on Heat Trust registered schemes in 2016 – over roughly […]

Water customer complaints topped 2m last year

Water customers had to make more than two million calls to suppliers last year to get problems with their service sorted out. That’s according to new figures from the Consumer Council for Water (CCWater), which shows this is an increase of more than 40,000 calls from the year before. The statistics also show 12 of […]

Small firms ‘need more help understanding new water market’

Many small businesses still need more help in understanding the new non-household retail water market in England. That’s according to Consumer Council for Water (CCWater), which said it received six times more enquiries from businesses in the first three months since the market opening in April, compared to the same period last year. More than […]

Domestic energy complaints at three-year low

The number of complaints made by householders about energy suppliers has fallen by 32%. That’s a reduction from 6.7 million in 2014 and around five million in 2015 to 3.5 million last year – the lowest in three years, according to Ofgem and the Energy Ombudsman. They state most large and medium suppliers solved on […]

Bad customer service cost energy firms £5.2bn

Energy suppliers lost more than £5.2 billion last year as poor service led customers to switch to rival firms. New statistics from Ombudsman Services reveal one in 10 complaints – a total of 5.5 million – in the UK in 2016 were related to energy companies. Around 16% of people surveyed said they resigned due […]

New energy supplier complaint tool launches

Citizens Advice has launched a new tool to help small businesses choose an energy supplier. The new league table, to be released quarterly, allows millions of small firms to compare how well suppliers are managing their complaints so they can make informed decisions on how best to avoid delays and extra expenses. E.ON takes first place in its handling […]

npower and ScottishPower among worst firms to handle complaints

ScottishPower, npower and First Utility are the worst firms to handle customer complaints. That’s according to Ofgem which surveyed more than 3,000 Big Six and Utility Warehouse, First Utility and Ovo Energy customers as well as more than 460 micro-businesses that complained at the end of last year. A majority of npower and ScottishPower’s domestic […]

Ofgem investigates Economy Energy’s sales practices

Ofgem has launched an investigation into Economy Energy Trading Limited’s marketing and telesales practices. It follows concerns about the supplier’s approach to recruiting new customers. Citizens Advice raised concerns in July relating to “a high level of complaints” against Economy Energy. The company supplies gas and electricity to domestic customers mostly on prepayment meters. The […]