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 […]

Best and worst energy suppliers’ complaints gap widest on record

The gap between the best and worst performing energy suppliers at dealing with customer complaints is the widest on record. The latest table of 21 energy firms from Citizens Advice reveals small energy supplier Extra Energy performed 80 times worse than the best performing Big Six supplier SSE. The former company received 1,791 complaints per […]

EDF and SSE top complaints handling league table

Two of the Big Six firms have been found to be the best in managing customers’ complaints. EDF and SSE have a ratio of less than 50 complaints per 100,000 customers, according to Citizens Advice’s list which analysed 19 suppliers in the country. They are followed by British Gas with an average of 65.3 complaints per 100,000 customers. On […]

Complaints about Big Six energy suppliers fall

The number of complaints against the Big Six energy suppliers have fallen. That’s according to new figures from Ofgem, which revealed British Gas, E.ON, EDF Energy, ScottishPower, SSE and npower received less than five million complaints last year. That’s a 24% reduction – or 1.5 million fewer complaints – compared to 2014. Despite the fall, […]

Energy complaints rise 23% in a year

Complaints about energy suppliers increased by 23% in 2015. They accounted for 65,168 compared to 52,937 in 2014, according to the energy Ombudsman, which resolves disputes between customers and energy firms. However energy firms are starting to show signs of improvement, it added. Complaints in the last three months of the year fell by 29%. […]

Co-op Energy tops supplier complaints table

Co-operative Energy has been ranked the worst power supplier for handling customer complaints. New data reveals it received 1,584 complaints per 100,000 customers between July to September this year – 40 times higher than the best performer SSE. Co-operative Energy introduced a new billing and customer service system which created problems, according to Citizens Advice […]

Best and worst energy firms for handling complaints

Customers have made almost 20 times as many complaints about the worst energy supplier than they have about the best performing company. That’s according to Citizens Advice which has launched its energy supplier performance league table that includes data about the 18 largest companies in the UK. It ranks energy companies from best to worst […]

Most water firms’ complaints ‘are about bills’

More than half of all complaints to water companies are about billing and charges. They accounted for almost 60% of the 106,000 customer complaints made in England and Wales in the last year, according to Consumer Council for Water (CCWater). However the number of complaints to water firms have fallen for a seventh successive year, […]

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 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 […]

Energy suppliers ‘spend £125m a year on handling complaints’

A fifth of UK householders complain to their energy providers every year. A new report from charity Citizens Advice also revealed energy suppliers spend around £125 million a year to handle the complaints. It said progress on billing is still “patchy” and “poor processes” have led to distrust among consumers. One of the main reasons […]