Posted on: 02/10/2018
Eleven UK energy companies have been ordered by Ofgem to improve the way they handle complaints.
The energy regulator said it had cases open against four companies – First Utility, Ovo Energy, ScottishPower and Utilita – and had asked a further seven to devise improvement plans for handling complaints.
Ofgem’s latest complaints handling survey found that 32% of customers are satisfied with how their complaints were dealt with, up from 27% when the previous survey was conducted in 2016.
But 57% of customers are still dissatisfied with how their complaints were handled.
Dermot Nolan, Chief Executive of Ofgem, said: “Although the level of satisfaction about complaint handling has increased over the past two years, it is still unacceptably low.”
Lawrence Slade, Chief Executive of trade body Energy UK, said: “Suppliers’ overall performance in this area is improving with Ofgem’s own figures showing that the number of complaints received by suppliers has nearly halved in recent years.
“It is encouraging to see that the average customer satisfaction with complaints handling has increased however, clearly there is more work to be done to deliver the high standards of service customers rightly expect.”