Are npower fiddling their numbers of open complaints?

naedanger

The reason I ask is that they have closed my complaint despite admitting they have not completed four of the five actions they agreed with the Ombudsman. In fact they are wrong to say they completed even one of the actions. So with all five actions still outstanding my complaint is closed and they will not reopen it.

Is this hurry to close complaints in order to get their complaint numbers down artificially?

chanz4

most likely

davehsug

They certainly weren't in my experience. If anything complaints were often raised for the most trivial of reasons, frequently without the customer knowing one had been raised. It was an easy way for call centre advisors to get customers off the phone! Not that some weren't closed incorrectly of course.

SnowMan

naedanger wrote: »

Are npower fiddling their numbers of open complaints

Yes I think they probably are.

Having not addressed the subject of my complaint they told me on the phone they were marking my complaint as resolved.

I said this was silly as they hadn't dealt with it. I asked did that mean I could take the matter to the Energy Ombudsman, they said no because the compalint had been resolved!

I asked to speak to another person and the complaint was reopened.

So it looks at least from my experience that they are trying to fiddle the figures to try and meet the OFGEM targets.

sinizterguy

Almost definitely.

nPower

naedanger wrote: »

The reason I ask is that they have closed my complaint despite admitting they have not completed four of the five actions they agreed with the Ombudsman. In fact they are wrong to say they completed even one of the actions. So with all five actions still outstanding my complaint is closed and they will not reopen it.

Is this hurry to close complaints in order to get their complaint numbers down artificially?

Hello naedanger,

Thank you for your post.

If you can send me more on this and your account details I can take a look at the issues you have said are not resolved. Please send all details on an email to the address on my profile page.

Thanks

Carmel

chanz4

I hear on the grape vine that they are increasing complaints staff, oh wait that means moving from somewhere else pmsl

davehsug

chanz4 wrote: »

I hear on the grape vine that they are increasing complaints staff, oh wait that means moving from somewhere else pmsl

That's a great idea, having just made over 50 of us dedicated billing complaints staff redundant! Nice to know the senior management is keeping up their normal standards.