The voice of the energy industry

Energy UK responds to Ofgem's latest complaints handling survey

Responding to Ofgem’s announcement, Energy UK’s Chief Executive Lawrence Slade 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. Also, given that the majority of complaints arise from billing issues, the continuing roll-out of smart meters, which ensure accurate and up-to-date bills, will help reduce this number further still.

“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.

“We are working with the industry and the regulator to see if the rules governing the complaints handling process can be improved for customers.”

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