npower to pay £3.5m fine for mis-selling

Energy giant npower has been ordered to pay £3.5 million to “vulnerable customers” for breaching sales rules. Regulator Ofgem said the sales processes and information used by the Big Six firm meant customers were not able to make informed decisions about whether to switch suppliers. The breaches were made between 2010 and 2012 on the […]

npower apologises and pays £1m after complaints rocket

npower has issued an apology and agreed to pay £1 million to schemes helping vulnerable ‘fuel poor’ customers in response to what a senior partner at Ofgem described as “a serious deterioration in service levels over the last year”. It also pledged that customers would not be left out of pocket by problems with its […]

Energy disconnections in Britain fall to ‘record low’

Britain saw a “record low” number of disconnections by energy suppliers last year despite millions of consumers having outstanding bills as the number of people who agreed to repay their debts rose. Around 1.3 million electricity and 1.1 million gas consumers – or 5% – were in debt in 2012 but there were only 557 […]

ScottishPower to pay £8.5m for misleading customers

Energy supplier ScottishPower has agreed to pay £8.5 million in total after Ofgem found customers were misled by the company’s doorstep and telesales agents. The energy regulator’s investigation into the power firm’s sales approaches between October 2009 and January 2012 found it did not have “appropriate management arrangements to adequately train and monitor” staff. This […]

Ofgem investigates energy firms for missing efficiency targets

Ofgem is set to investigate six energy companies for failing to meet Government efficiency targets by the December deadline last year. The regulator said firms who missed one or more of their targets are British Gas, Scottish Power, SSE, Drax, GFD Suez/ IPM and Intergen. However, EDF Energy, E.ON, RWE npower and Eggborough power managed […]

EDF pay £4.5m after Ofgem investigation

An Ofgem investigation has found Big Six supplier EDF guilty of breaching its marketing licence conditions. As a result EDF has “agreed” to invest £4.5 million to offer help to vulnerable customers. The regulator says the company was not fined because it maintained a “constructive and cooperative” dialogue and acknowledged its shortcomings. Ofgem said in […]

npower fined £2m over complaint-handling

Energy firm regulator Ofgem has slapped a £2 million fine on Big Six producer npower for failing to adequately deal with complaints it received back in 2008. The regulator says npower has sufficiently addressed and remedied all the breaches of the regulations identified. Last year Ofgem found that npower had failed to record all the […]

Ofgem fines British Gas £2.5m

Ofgem has slapped a £2.5million fine on British Gas for “basic failures” when dealing with complaints. The regulator imposed the penalty after its investigation flagged up that the energy company had breached regulations on how it should handle customers’ problems. Key areas that Ofgem found lacking included: failure to re-open complaints when the customer felt […]