75% of energy customers not happy with the way their complaints are handled

Consumer research shows that 75% of energy customers are not happy about the way their complaints are handled by the energy suppliers, leading to Ofgem telling them to improve.

Despite energy suppliers investing in new systems and updating their processes, the majority of customers are still dissatisfied with the way their complaints are handled.

The biggest issues are

• the number of times an energy supplier has to be contacted
• suppliers who promise to call back but don’t
• the attititude of some staff
• the supplier considering a problem has been resolved but the customer doesn’t thinkit has.

Of the biggest 6 energy suppliers, SSE and E.ON rated joint highest for satisfaction and npower rated the lowest.

The Chief Executive of Ofgem, Alistair Buchanan, today wrote to the big 6 energy suppliers to express his disappointment at the low level of customer satisfaction in complaint handling and to say that he expects to see improvements by next year.

As Consumer Focus customer services expert, Audrey Gallacher, commented ‘To help combat the high levels of complaints about energy billing the Government must also roll-out smart-meters as soon as possible to make bills more accurate.’

She added ‘we would urge consumers who are dissatisfied with the service they receive to vote with their feet and switch supplier.’

To switch energy supplier is not as difficult as you might think as there are companies, such as uSwitch.com, who help you find the best energy deal and do the paperwork for you.