Ofgem Crack Down on Complaint Complacency

by Rachael Lloyd
Posted by Hannah on 11 April 2008
Electricity pylons

Energy regulator Ofgem announce new standards that will help ensure your complaints are taken seriously.

Energy regulator Ofgem have this week announced plans to help consumers get a fairer deal by cracking down on the way gas and electricity companies handle complaints.

After an industry wide survey that found the standards applied to dealing with customer complaints varied greatly between providers, Ofgem aim to raise the bar with tough consequences for suppliers that don’t comply.

The new standards will come into force on 1st July this year and will be maintained by the energy regulator via regular audits that will ensure that both home and small business customers are treated fairly.

To drive home the importance of meeting these standards, Ofgem have announced plans to punish suppliers that don’t make the grade with fines of up to 10% of turnover, an amount that would hit the profits of any energy company hard.

Among the new regulations Ofgem encompass safeguards against what they refer to as ‘major frustrations to customers’. These include accepting complaints as valid whether or not they are made in writing, keeping up to date records of complaints so that its not necessary for customer’s to repeat details of their situation during follow up calls and publishing transparent information about the number of complaints received so that customer’s can objectively compare which companies provide the best service.

Alistair Buchanan, Ofgem Chief Executive commented: “We expect the new standards to add to customer confidence by underpinning the pressure that competition places on suppliers to treat customers well. The standards will also reinforce the protection energy network companies are already required to provide. I’m confident that the companies will rise to the challenge. But if they don’t - we now have the ability to take regulatory action.”

These standards are the latest improvement for energy customers and come along with this week’s announcement that an extra £225,000 will be made available to help over 100,000 homes to overcome fuel poverty.

So, despite rising prices putting the squeeze on household finances, measures are being taken by both Ofgem and the government to help relieve the anxiety that dealing with energy suppliers can cause.

Get our free money saving newsletter
Join over 480,000 other subscribers who grab our expert money tips, unmissable money guides & hottest bargains each week in our special email...
Terms & Conditions
 
10

Your Comments

John Codd
on 15 Jun 2010 16:25
I recently changed from British Gas to Scottish Power. When I received my final bills(Electricity and Gas), I was charged a cancellation fee,a total of £70. from B.G. I contacted Scottish Power and complained that no mention of cancellation charges was made in the "costs cpmparisons" by the Scottish Power represantative, nor, indeed, that Scottish Power would charge a cancellation fee of £50 them- selves. I was informed of this one month later. I have not received a written comparison of costs direct from Scottish Power, indeed, my first name was misspelt three times in the curt reply stating that it was for other companies to decide on cancellation charges - something I thought was obvious ! I am annoyed that it was not pointed out to me at the start of my contract. I have not yet had satisfaction from Scottish Power, but will continue the complaint.
 
Ernest Cliff
on 28 Jul 2009 14:33
How do I go about making a complaint against an energy company. I have been threatened with Court Action over an account that I do not consider that I owe.
 
A JACKSON
on 27 Jun 2009 11:09
Due to my total lack of trust of the Gas suppliers i changed to Oil over 4 years ago and had the meter removed by Transco. I am now in receipt of a Bill £1480.69 for rental of a meter that does not exist. How can these large companies get away with causing undue stress to the hard working, make ends meet, Man on the street?
 
trevor johnson
on 7 Apr 2009 16:03
Why does it take 8 weks or more to change supplier? i can input the details in seconds
 
MRS L MASKELL
on 4 Apr 2009 11:26
I am having great difficulty with British Gas. I have subscribed for some years to their maintenance service for my bolier. The contract promises a service every year. For the last two years it has not been carried out in 12 months from the previous service. They are creative with their reply saying it is carried out in each year from April until April. As my contract has run for several years this is not working. Currently the last service was in November 2007. I have not called them out with any problem and although I have written twice to British Gas and the boiler has not received a service.. I have paid 18.65 per month. Now they are increasing my bill to 19.75 per momth and I feel this is unjust. My boiler and heating system has not been serviced at all. Please can you help. Lorna Maskell 7 Bainton Road Oxford OX2 7AF 01865 510856
 
Dennis I.Leeds
on 9 Feb 2009 14:38
FAO Mr Alistair Buchanan,CE. I still do not consider that you have done anywhere near enough in curbing the manner regarding the way that we are constantly being robbed by the Energy Firms. For instance examine the following - April 2005 Oil $56 My DD £68 PM (Dual) " 2007 " $108 " £97 " As oil is now down to $40 per barrel,how much should my DD be PM now in the same circumstances? My calc. is about £45 PM and no more. My questions are - 1) What are you going to do about it? 2) Why are you allowing the suppliers to rob us during the winter months and reducing prices later when we use less energy? if BG can do it E-on can too. I do not buy your last argument that it is to do with the contracts signed simply because the firms soon put up their prices when oil escalated. Sorry,but you are not doing a good enough job.
 
Valerie Holmes
on 5 Feb 2009 11:26
I have a complaint regarding change of suppliers last year. In a phone call in Aug.08 to the major energy companies i think I was lured in to changing to Scottish Power by being told the prices were fixed until Oct. 09. I think that later in the call the man may have said "fixed at 3% below our usual tarriff". I then received a bill dated 24/11/08 which informed me of a price increase backdated to 1st September. I have written to them and they rang and promised to look into the original phone call. Recently I have received notice from them telling me they are within their rights to backdate increases in this way but with no mention of the phone call. Are they? (I would have written enclosing photocopies of letters to Ofgem or Consumer Direct but neither of them gives addresses on their websites.
 
gary stewart
on 1 Dec 2008 21:41
why if im on a pre pay gas meter how can n,power present me with another bill for £121.00 2 months after i finished paying £600.00 pound because they said the updates on the gas meter were not taken for 6 years .after be bullied into repaying this ammount im now stuck with this bill£121.00 with the if you dont pay you will go to court attitude again,thats nearly £800.00 on there say so with no proof of why i owed so much money when i charge my gas card before i can use any gas ,no wonder so many people find the only way out is to end everything ?with all this pressure put on people who dont stand a chance of fighting back ????????????? thankyou from g stewart
 
Valerie Ann CLARK
on 25 Nov 2008 18:40
My direct debit has been doubled by British Gas despite being £132 in credit and on Fixed Price until 2011
 
t.mcdonald
on 14 Oct 2008 00:52
i phoned british gas seven for a gas card as i had moved into a new property and it had a pay as you go system and no card and i asked them to send me a card and they didnt, i have three young children and and its winter time and the house was freezing. they ne4ver sent out a card i eneded up having to make an apointment to go on meter just so i could get some heating and for that i had to wait ten days