Ofgem makes it easier to compare supplier performance on resolving complaints
Press release
- Publication date
- Industry sector
- Supply and Retail Market
Related information
- New online information makes it easy to compare the complaint handling performance of the six largest suppliers
- Total number of complaints to the six largest suppliers will be higher than last year’s total
- Customers who aren’t satisfied with their supplier’s performance can switch and get a better deal
From today Ofgem will be publishing quarterly figures provided by energy suppliers showing how the six largest companies compare on resolving complaints. This will increase visibility of company performance.
The latest figures covering January to September 2014 are available at Ofgem's Supplier Performance on Consumer Complaints webpage. The page also shows complaint figures for 2013. Ofgem requires the companies to publish this information and is now collating the data in one place so it is easily accessible for consumers.
Around 5.5 million complaints were made against the six largest suppliers in 2013. And as almost 4.9 million complaints have already been made between January to September this year, Ofgem estimates that the total for 2014 will exceed last year’s figure.
Ofgem has demanded an improvement from suppliers on complaint handling after a customer survey in September showed that more than half of all households and small business were not satisfied with the way their supplier dealt with their complaint.
Amongst other action suppliers must take, Ofgem has told the companies to resolve complaints more quickly and publish plans on how they intend to improve their complaints handling. Ofgem has also required the companies to publish an independent audit of their process for closing complaints by the end of November. Ofgem will bring forward the next survey, after which the regulator will decide if further action is necessary.
Sarah Harrison, Ofgem’s senior partner in charge of enforcement, said: “Suppliers must turn around their awful record on dealing with customer complaints. More visibility on complaint handling performance as well as our investigations into npower and Scottish Power increases the pressure on suppliers to improve in this area.
“If customers aren’t happy with their supplier’s customer service they should consider switching. It is now easier than ever to pick out better deals and save yourself up to £200 in the process. The Be An Energy Shopper website www.goenergyshopping.co.uk/en-gb gives independent guidance on how to do this.”
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Notes to editors
1. What complaints information has Ofgem published?
The figures customers can compare include how many complaints each supplier received per 100,000 of its customers, and how many complaints were resolved by the end of the next working day.
Customers will also be able to see how many complaints suppliers have resolved eight weeks after they had been made. The eight week deadline is important as if any customer isn’t satisfied with the response their supplier has made to their complaint by then, they can refer it to the independent Energy Ombudsman for investigation. More information on the complaints process.
2. Ofgem investigations into npower and ScottishPower
Last week Ofgem launched an investigation into ScottishPower’s treatment of its customers.
In June Ofgem also launched an investigation into prolonged billing and complaint issues related to npower.
For further press information contact:
Chris Lock: 020 7901 7225
Dafydd Wyn: 020 3263 9943
Lisa O’Brien: 020 7901 7426
Out of hours media contact number: 07766 511470