Suppliers risk treating customer complaints with disdain

Citizens Advice has said suppliers risk customers thinking their complaints are treated with disdain as new research from Ofgem finds that half of people who complained about their energy supplier were unhappy with how their complaint was resolved.

The findings from Ofgem also reveal that satisfaction with how npower and Scottish Power handle complaints has fallen particularly markedly.  Earlier this year Citizens Advice revealed almost twice as many complaints were made about npower and Scottish Power in January to March this year, compared to the last three months of 2013, as both firms struggle with new billing systems.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Getting a complaint sorted should not feel like hitting your head against a brick wall.  Our evidence of complaints about suppliers shows that for some firms, their ability to sort out consumers' problems is getting worse, not better. There is a real risk customers will think suppliers are treating their complaints with disdain if firms can’t manage to sort them out satisfactorily.

“Energy prices are up by a third since 2010 and people are now paying well over a thousand pounds a year to heat and light their homes. Energy is a basic essential for every household so firms need to do everything they can do get their service right and, if something does go wrong, do their utmost to fix it straight away.

“Trust in the industry will be never be restored if suppliers can't get a grip on complaints handling.  Ofgem should investigate firms where their handling of complaints, and the cause of them, could be breaking industry rules.”

The latest energy complaints table, based on complaints made between January and March 2014 is below. The best performing big six supplier is at the top and worst at the bottom.

Notes to editors:

1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.