Ofgem bombarding large energy companies to deal with complaints, as the survey shows, barely 32% of customers are satisfied

Ofgem has asked the eleven of the largest UK energy companies to improve the handling of complaints from their customers.

Less than a third of the interviewed Ofgems are satisfied with the result of the complaints, 57% are dissatisfied. Citizens Advice described the situation as “just not good enough”.

Separate studies have shown that one-fifth of households on Thursday “are seriously worried” about being able to pay for energy costs this winter after recent price increases have brought the “Six Grand” average variable rate to £ 1,224 a year.

Customers inform Ofgem’s suppliers that they are not aware of the complaint process or provide sufficient indication of how long it will take.

The regulator has opened three new compliance cases – First Utility, Ovo Energy and Utilita – and has expanded its recent collaboration with ScottishPower.

Seven other suppliers were tasked with developing plans to improve the handling of complaints.

Ofgem said he would oversee energy suppliers and work with them to improve customer outcomes until problems are resolved.

If the watchdog discovers serious or repeated violations or if a supplier refuses or is unable to cooperate with him, he may initiate enforcement proceedings and possibly impose a fine.

This decision comes after the Ofgem customer survey revealed an “unacceptable” satisfaction of only 32% – although this is an improvement over the 27% who said they were happy when the survey was conducted two years ago.

“Some suppliers still have a lot of work to do to master the basics and provide services to their customers,” said Dermot Nolan, CEO of Ofgem.

“We will be closely monitoring the level of customer service for all suppliers following the announcement of the price cap proposal to protect those who do not benefit from inflated prices because of poor premiums. price quality.

“We are ready – and will – take action against those who fail their customers.”

Gillian Guy, General Manager of Citizens Advice, said the customers had to be convinced that their supplier would accept the problems.

The current situation is “just not good enough,” she said.

“Energy companies need to improve their claims processes and do it quickly.” Solving problems on time and informing customers of their claims is essential, and suppliers must also ensure that claimants have access to these claims. ” has independent advice. ”

Another survey, released on Thursday, showed that half of households will change their energy use during the colder winter months to cope with recent price increases.

The survey on the MoneySuperMarket consumer website revealed that 21% of those surveyed fear that they will not be able to pay their bills.


One million seniors are afraid of not being able to pay their energy bills
Parliamentarians – and an exodus of customers – have criticized major energy companies after the sharp price increases recorded this year. All six major countries have raised their standard rates at least once this year, reflecting movements reflecting higher wholesale energy prices.

The average annual fee for the six major notes now costs £ 1,224, more than £ 70 more than the same period last year.

At the beginning of next month, the bills of the five million most vulnerable UK households will increase by £ 47 a year after Ofgem has raised its protection tariff.

Stephen Murray, energy expert at MoneySuperMarket, said: “Most of the price increases for Big Six and emerging suppliers have been announced after the winter months, after the shutdown of heating, so that households will not suffer really only when temperatures drop and the thermostat turns. “

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