Tuesday, 12 February 2013

Gas and electricity companies get 100,000 complaints a week


Complaints about gas and electricity companies are running at more than 100,000 a week, or more than 5m a year, it has emerged.

In response to a demand by the energy regulator Ofgem to publish better performance data, the big six energy firms revealed that they collectively received more than 1.4m customer complaints in the last three months of 2012.

EDF was the most complained-about firm, with 440,317 grievances logged during the three-month period – equating to 8,072 for every 100,000 customers.

Previously the companies were only required to annually publish the number of complaints they could not sort out by the end of the following day, and in some cases this information was hidden away on the firms' websites. Ofgem said on Monday it had introduced a common format for all the companies to use that includes publishing, four times a year, the total numbers of complaints received and resolved, and how quickly these were being dealt with.

EDF topped the table for both total complaints and the number received per 100,000 customers. British Gas received 355,998 complaints during the final three months of 2012, which worked out at 2,285 per 100,000 customer accounts, while the figures for E.ON and npower were 226,087/3,023 and 222,356/4,001 respectively.

Of the six firms, ScottishPower appeared to have the happiest customers during the period, with 71,042 complaints received, translating into 1,359 per 100,000 accounts.


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