Ofgem has taken action against some of the UK’s biggest energy suppliers over their complaints procedures, claiming they are leaving customers extremely unsatisfied.
The energy regulator has four compliance cases open regarding complaint handling by First Utility, Ovo Energy, ScottishPower and Utilita. What’s more, in response to Ofgem’s recent complaints handling survey, it has demanded 11 of the major energy providers improve their customer complaints’ process.
Its findings showed only 32 per cent of domestic customers are satisfied with how their grievance was dealt with.
Chief executive of Ofgem Dermot Nolan stated this is “unacceptably low”.
“Some suppliers need to be doing considerably more to get the basics right and provide a service their customers deserve,” he added.
As a result of this, Ofgem will continue to monitor customer service performance, particularly once an energy price cap is enforced to ensure those on variable tariffs are not overcharged.
“We are ready to – and will – act against those who fail their customers,” Mr Nolan went on to say.
Earlier this month, the regulator revealed as many as 11 million households on poor value default deals will benefit from the proposed limit on charges, saving an average of £75 a year per customer.
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