Ombudsman Services publishes Q3 data on energy complaints by supplier

by Communications Team | Nov 10, 2015

13,212 energy complaints made from July-September, with 12,358 resolved.

More than 50,000 enquiries received so far in 2015.

Ombudsman Services: Energy publishes the data for the 10 biggest energy companies in the UK for July 2015 – September 2015 (Q3), which details complaints received and complaints resolved, broken down by energy supplier.

Billing issues, such as disputed charges, inaccurate invoices and missing bills, irritated Britons most in Q3, accounting for nearly nine out of every ten (87%) complaints received. The second biggest gripe was transfers (9%), which relates to issues with switching from one provider to another or from one tariff to another. 

As the sole ombudsman for the Energy sector, the publishing of this data by Ombudsman Services will enable consumers to make better-informed decisions about their energy provision. Individual ‘at a glance’ data sheets will be available for consumers on the website here.

Ombudsman Services: Energy can investigate disputes between customers and energy suppliers that have been ongoing for eight weeks or more or those that have reached a deadlock stage. Consumers must contact their supplier directly in the first instance before they can escalate the complaint to the ombudsman. 

Chief Ombudsman, Lewis Shand Smith, commented: “Consumers are rightly more demanding of their energy suppliers than ever before, taking service as well as cost into account. Having easy access to these figures gives consumers the power to make informed decisions about their energy provision. 
“It’s clear that energy companies’ steps to improve their customer service are starting to pay off, but there is still more that could be done to ensure the service customers receive matches their expectations.” 

Full data can be accessed on the Ombudsman Services website, which will include an individual infographic for the top 10 energy suppliers. Data will be published quarterly going forward on receipt of market share data from Ofgem.