Chief Ombudsman comments on Which? customer satisfaction figures

by Communications Team | Jan 20, 2014

  • Which? figures reveal customer satisfaction in the energy sector have dropped to an all time low of 41%
  • Energy complaints more than doubled in 2013 – a 56% rise on 2012

As new figures from Which? reveal that customer satisfaction is at an all time low in the energy sector, the man with responsibility for settling disputes is calling on energy companies to provide greater transparency to make sure customers get a fair deal. 

Chief Energy Ombudsman Lewis Shand Smith today commented,

“It is clear from the Which? figures that energy customers are just not happy. This is borne out in our own figures, which show that complaints are on the rise.

“We applaud Which? for calling on OfGem to remedy market imperfections and we are also making recommendations to the regulator and energy companies on how to improve the way that they signpost our service to consumers.

“As times are tough for customers it is important, now more than ever, that consumers know they can turn to the Energy Ombudsman if they are stuck in a dispute with their energy provider.”

The Which? figures taken from October and November 2013 show a 7% drop in customer satisfaction. During this time the Ombudsman Energy received 3,963 complaints, a 76% increase over the same period last year. Overall, energy complaints more than doubled in 2013 over 2012.