MSE News: EDF still worst for energy complaints

These alarming figures are only part of the story. There are also all those complaints which get resolved or get left unresolved without reaching the Regulatory Organisations.

From personal experience, EDF have issued me with three bills since joining them around 11 months ago. Initially they failed to set up a Direct Debit for gas for three months. No explanation or reason could be offered and they made a goodwill payment.

The bill was presented incorrectly and confusingly in separating out just one days consumption ! Why? No explanation could be offered. Despite being on Direct Debit they decided to take the debit balance on the account ! Another goodwill payment,thank you.

Then out of the blue, they changed the DD amount but failed to explain why. Even after further written requests,they failed to respond positively and then obstructed the process by claiming a bogus legal defence and presented it as a deadlock position. What started as a simple information request from a customer has turned into a costly formal complaint. Not only that, but against the background of already being fined,there is an ongoing Ofgem investigation into the adequacy of their complaint handling processes. It's not looking good :eek:

I believe their new system implementation has gone so horrendously wrong that they are in complete chaos. The system has simply not been 'fit for purpose' and there is only limited evidence that matters are improving.

I am sure the back office is completely overwhelmed but choosing the line of maximum resistance to simple data requests, implies to me, that they have got something to hide.

I have absolutely no sympathy because they have made their own strategic and operational errors.

Sad times for a once great Industry.

Terrylw1 wrote: »

Snore, the industry complaint figures showing the OE cases.

The article does say the source is ;

'The firms are ranked on the number of complaints to Consumer Direct, Consumer Focus and the Energy Ombudsman.'

So while agreeing that it is the tip of the iceberg,it isn't just those reaching deadlock and the EO.

What it does show is that EDF continue to make little progress and customers can expect pitiful service. My own evidence is that the most basic of billing and collection processes are flawed and that the Customer Service is slow and eventually obstructive.

After rubbish service from British Gas and scottish power, i think EDF are by far the best provider i've had.

backfoot wrote: »

The article does say the source is ;

'The firms are ranked on the number of complaints to Consumer Direct, Consumer Focus and the Energy Ombudsman.'

So while agreeing that it is the tip of the iceberg,it isn't just those reaching deadlock and the EO.

What it does show is that EDF continue to make little progress and customers can expect pitiful service. My own evidence is that the most basic of billing and collection processes are flawed and that the Customer Service is slow and eventually obstructive.

The suppliers can manipulate anything reaching deadlock but ignoring complaints upstream...it happens, plus there was that whistleblower telling the media what goes on, shame it didn't work for EDF!

I think all suppliers should be at a minimum forced to submit the volumes of complaints.

Its also important to look at the %'s in some of the industry reports since not long ago one supplier improved with a % close to Bgas which was seen as a triumph...but Bgas had a customer base three times larger so the % comparison was pretty meaningless.

Npower has ended their famous Go Fix 6 tariff and I have no choice but to switch to their costlier tariff or switch.
EDF is the cheapest I can see but after reading the article and the above experiences, I seriously have doubts on whether cheapest will be the best.
Service is so important. Npower customer service has been by far one of the best ones in my experience.
So confused whether I should go for lower cost or better service!