Knowing that in the last 3 months of 2012 the UK’s major energy companies collectively received more than 15,000 complaints is not quite encouraging. For businesses, this is all the more worrying, due to the larger amount of electricity needed and implicitly higher bills.
Data shows that the majority of the complaints were solved quickly, by the end of the next working day. EDF had the most complaints per 100,000 customers, while Scottish Power had the fewest. This actually prompted EDF to improve the services offered. An EDF spokesman said: “We recognise that last year our customer service levels were not up to the high standard we expect and our customers deserve” but “Our new systems are delivering clear benefits to our customers through clearer, more accurate bills and the introduction of better online services”.
The next in line was Npower followed by E.On , British Gas, SSE and Scottish Power. While Scottish Power had the least complaints, it only resolved 68% of them by the end of the next working day, this meaning the lowest proportion among the big six.
But there is one thing that all the big six share in common: they all increased prices for customers this winter.