The voice of the energy industry

Energy UK response to the Labour press release on customer complaints

In response to the Labour Party press release on customer complaints, Angela Knight, chief executive of Energy UK said:

“This is not a proper reflection of the facts. All the numbers are on the Ofgem website and have been made public for years. It is wholly unacceptable to confuse genuine problems with people ringing up for explanations they get there and then. Eighty per cent of all queries are dealt on the day with just a single phone call. To suggest energy suppliers are holding out on customers is a wilful misrepresentation of the situation.

“The regulator sets out the binding legal process that companies and customers must follow. This says that only when a problem cannot be fixed, or it is taking too long to resolve, can customers ask the Ombudsman to step in. Few problems get that far and even fewer result in the need for a pay-out. Our members are investing millions to improve customer service. It is outrageous to suggest they would deliberately prevent customers from getting redress where it is due.”

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