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Energy firms 'too slow' to resolve complaints | Energy firms 'too slow' to resolve complaints |
(about 5 hours later) | |
Customers with complaints about their gas or electricity service typically have to contact their supplier six times before their issue is resolved. | Customers with complaints about their gas or electricity service typically have to contact their supplier six times before their issue is resolved. |
Regulator Ofgem said this was too many and has written to energy company bosses telling them they must improve. | Regulator Ofgem said this was too many and has written to energy company bosses telling them they must improve. |
The details come from a report for Ofgem which found that 57% of domestic customers who had complained were not satisfied with the response. | The details come from a report for Ofgem which found that 57% of domestic customers who had complained were not satisfied with the response. |
Companies must be speedier, communicate better and be more proactive, it said. | Companies must be speedier, communicate better and be more proactive, it said. |
Ofgem's chief executive Dermot Nolan said the results of its research were "frankly awful". | Ofgem's chief executive Dermot Nolan said the results of its research were "frankly awful". |
He has written to the companies giving them a three-month deadline to carry out an independent audit of their complaint handling process. | He has written to the companies giving them a three-month deadline to carry out an independent audit of their complaint handling process. |
Satisfaction with Npower and Scottish Power was particularly low, the regulator said. | Satisfaction with Npower and Scottish Power was particularly low, the regulator said. |
'Welcome feedback' | 'Welcome feedback' |
Scottish Power blamed the installation of a new IT system. It said the transition had been "challenging" and that it had recruited more than 250 extra staff to deal with the problems. | Scottish Power blamed the installation of a new IT system. It said the transition had been "challenging" and that it had recruited more than 250 extra staff to deal with the problems. |
"We are confident that customers will now start to see real long-term service improvements coming through. We now have the longest call centre opening hours in the industry and have also been expanding our online services," the company said in a statement. | "We are confident that customers will now start to see real long-term service improvements coming through. We now have the longest call centre opening hours in the industry and have also been expanding our online services," the company said in a statement. |
NPower said it "welcomed the feedback", adding that it has made progress since February, when the research was carried out. | NPower said it "welcomed the feedback", adding that it has made progress since February, when the research was carried out. |
Earlier this month, Ofgem lifted a threat to ban Npower making telephone sales after the company improved its customer service and cut the number of bills being sent out late. | Earlier this month, Ofgem lifted a threat to ban Npower making telephone sales after the company improved its customer service and cut the number of bills being sent out late. |
Energy UK, which represents the industry, said: "Handling complaints well is a must. Suppliers are committed to improving and a programme of change is under way." | Energy UK, which represents the industry, said: "Handling complaints well is a must. Suppliers are committed to improving and a programme of change is under way." |
The Ofgem warning comes the day after the Financial Conduct Authority told banks that more work needed to be done to reduce customer complaints in that sector. | The Ofgem warning comes the day after the Financial Conduct Authority told banks that more work needed to be done to reduce customer complaints in that sector. |
Has your energy supplier been slow to respond to your complaint? You can share your experience by emailing haveyoursay@bbc.co.uk. |