Quantcast
Menu
Save, make, understand money

Household Bills

npower receives most customer complaints of the big 6 energy firms

Joanna Faith
Written By:
Joanna Faith
Posted:
Updated:
19/11/2013

npower is the most complained about energy provider among the major players, a study has revealed.

The firm received 202.5 complaints per 100,000 customers between April and June –  around 5 times more than the best performing company.

SSE recorded the lowest rate of complaints (38.3) ranking the supplier in first place, followed by Scottish Power (41), British Gas (55.5), E.ON (59.9) and EDF Energy (75.5) in fifth place.

“Complaints about npower over recent months put it in bottom place. The company is implementing system changes that inevitably caused disruption to customers, however its complaints performance is unacceptable and the company must take further steps to tackle this,” said Audrey Gallacher, director of energy at Consumer Focus

“Energy companies have repeatedly said they want to rebuild consumer trust. Good customer service and complaints handling are key ingredients to achieving this and suppliers still have a long way to go. Along with price, good service is important to customers.  People want to know the relative performance on complaint handling to help them make informed choices when deciding whether to switch.”

Roger Hattam, director, domestic retail markets at npower said: “We know that some of our customers have not had the service they deserve. We’ve had some challenges with a new computer system and we’re sorry that this has caused problems for customers. I want to reassure them that we’re working very hard and making progress in ensuring that these issues are resolved as quickly as possible.”


Tags:
Share: