The firms we love to hate: energy giants see surge in complaints

ANGRY customers have created a major increase in the number of complaints against the “Big-Six” energy companies.

Figures released by the energy watchdog Ofgem show only one supplier – ScottishPower – saw complaints drop on the previous quarter, while EDF Energy was rooted to the bottom of Consumer Focus’ league table after a near-75 per cent leap in customer grievances between July and September.

The London-based firm, which became the first supplier to have a zero star rating, issued an apology to customers after admitting the introduction of new billing systems had affected its performance.

The industry-wide surge in complaints follows a period when all the major firms announced bill hikes for the winter and as the regulator Ofgem stepped up its pressure on firms to address issues such as overly complex tariffs.

Adam Scorer, Consumer Focus director, said: “It is disappointing, but perhaps not surprising, that complaints on energy issues have risen at a time when energy bills are increasing. Energy companies have repeatedly said they want to rebuild consumer trust. Good service and complaints handling are key ingredients to building trust but suppliers still have a long way to go.

A spokeswoman for Consumer Focus Scotland said while complaints about ScottishPower had fallen, the company did not just supply consumers north of the Border. Each of the big six power companies have customers across the UK, none are exclusive to Scotland.

“We know that many households in Scotland are feeling the squeeze and much more needs to be done to improve energy services and make sure prices are fair and transparent.”

Norman Kerr, director of Energy Action Scotland, the fuel poverty charity, said: “The level of complaints recorded shows that energy suppliers in general still have a long way to go fully to regain customer confidence. If energy customers have a query, Energy Action Scotland advises that they contact their supplier first. However, if they get no satisfaction, then they should not hesitate to contact Consumer Direct. We echo the call for Consumer Direct’s details to be stated in all correspondence with customers.”

Matt Lancashire, spokesman for Citizens Advice Scotland, said advisers had seen a big increase in clients unable to cope with fuel rises had met with energy companies resulting in the firms committing to providing clearer information on cutting fuel bills.

The data is based on complaints that have been weighted to reflect seriousness and time and effort spent by the consumer to get their problem resolved.

EDF’s new systems caused billing issues for customers, some of whom were unable to get through on the phone when they had a problem.

The problems came even though the company took on 700 additional customer service staff. In a statement EDF, which has 74,000 Scottish customers, said: “As soon as delays occurred we recruited an additional 400 service staff and we slowed down our plan to move customers on to the new system.”