Energy bills baffling customers

Published on 21/07/2012 14:45

ENERGY companies are not doing enough to ensure customers understand their energy bills – leaving consumers confused about the cheapest options available, according to research.

More than three-quarters of customers (78 per cent) say they are unable to work out whether there had been a mistake on their energy bill, while a third (32 per cent) say they are baffled by their phone bill.

Almost half of all customers (46 per cent) believe they may have lost money because an
energy bill has been too difficult to understand and just under a quarter (24 per cent) are certain they have the best deal.

Credit card and mortgage companies send out the least complicated bills but consumers trust council tax depart-
ments most to get bills right. Ann Robinson, director of consumer policy at uSwitch.com, says: “Consumers are spending thousands of pounds a year on household bills – the least they should expect is for them to be easy to understand. At a time when money is tight, households need to be able to account for every penny spent. Bills that leave them confused and potentially out of pocket are not worth the paper they’re printed on.

“The difference in the quality of household bills is astonishing, with some sectors such as banking and personal finance leading the way in giving people clear and simple information that they can act upon. At the opposite end of the spectrum are energy suppliers.

“However, even here there is some good news, with almost half of consumers saying that energy bills have become more customer-friendly in the last year.

“This is a step in the right 
direction as a well-written, clear and concise bill should leave consumers feeling empowered and in control.”