customer service
The Energy Ombudsman has reported on the first year of the energy broker dispute resolution scheme, with 741 disputes accepted, 69% upheld in favour of consumers
Which? research reveals customer dissatisfaction with energy providers due to short opening hours, long wait times and difficulties obtaining assistance
Water companies can be fined up to 10% of their turnover for poor customer service, as new powers granted to Ofwat aim to improve industry standards and accountability
The government has launched a consultation on expanding support from the Energy Ombudsman to cover small businesses with less than 50 employees
Octopus will initiate the migration process for 1.3 million customers
At its collapse, Extra Energy Supply Ltd, under Ofgem investigation for regulatory breaches, faced concerns over unexpected high bills, delayed issuance of bills and untimely handling of customer complaints
The water regulator has finalised financial penalties and payments for all water companies, with the majority being required to return money to customers
The water regulator has urged water companies to demonstrate their commitment to better service and environmental improvements in the next 12 months
Starting in December, Ofgem requires energy suppliers to proactively assist vulnerable customers with their payments
Ofwat is consulting on potential modifications to water companies’ licences to introduce customer-focused principles, aiming to enhance customer service