Response to Ofgem's research report: Complaints to energy companies

by Communications Team | Sep 26, 2014

As Ofgem issue their report exploring how energy companies handle customer complaints Chief Ombudsman, Lewis Shand Smith comments; “The research released today by Ofgem is consistent with our own complaints data, which clearly shows that customers are ever more determined to take action against poor service.

“Our own independent figures show that complaints have risen. The number of complaints we've received so far in 2014 is nearly double the number received in all of 2013. We are pleased to be helping consumers to put things right when they have a problem and we’re equally pleased to be helping energy companies to improve their service to consumers and rebuild trust in the sector.

“Billing-related issues continue to be the biggest cause for complaint, accounting for 85% of the complaints we've recorded from January to August 2014. With many families still feeling the pinch in the aftermath of the recession - coupled with energy price rises - it's no surprise that billing discrepancies are causing unnecessary worry for consumers. 

"With this in mind, billing is an obvious area of improvement for energy suppliers.”