Ofgem demands action on ‘poor handling of complaints’

The Big Six energy companies have received a warning from Ofgem about the standard of their customer service.

Recent figures show that over half of those who had complained were not satisfied with how their problem was dealt with. Described as an ‘industry-wide failure’, Ofgem took aim at not only the Big Six, but smaller and independent companies as well.

It was shown on average that customers made contact with their supplier six times before an issue was resolved, with Scottish Power and npower being the worst offenders.

Ofgem’s Chief Executive Dermot Nolan said the results of the research were “frankly awful”.

He added: “Almost all energy suppliers need to improve their complaints handling as a matter of urgency. There are real business benefits to good complaints handling schemes and it shouldn’t need a regulator to tell companies about the importance of this. Suppliers must now tell their customers what steps they will be taking to put things right.”

This is welcome news here at MDG Group. Thankfully for our customers, we deal with the supply companies so they don’t have to!

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