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MSE News: Energy suppliers told to improve 'frankly awful' satisfaction levels

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in Energy
Ofgem has written to the big energy suppliers demanding they take action on the poor handling of complaints ...
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Energy suppliers told to improve 'frankly awful' satisfaction levels

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Energy suppliers told to improve 'frankly awful' satisfaction levels

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Yes, as far as Ofgem is concerned, an investigation is action.
BUT WHEN WILL THEY ACTUALLY DO SOMETHING ?
They are slower than Europe in coming to a decision because they seem to think they have to ask (consult with) the enrgy companies for permission to tell them off.
WE WANT A REGULATOR ! Pretty Please.
If I understand this article correctly, Ofgem has written to all 6 of the major suppliers about this.
Yet Sky News claims complaints against only five of the 'big six' energy firms continue to rise.
http://news.sky.com/story/1342598/ofgem-warns-energy-firms-over-complaints
And the BBC reports: http://www.bbc.co.uk/news/business-29368343
Yet Ofgem don't seem to have bothered about contacting those which number significantly more than 6.
Totally agree with Little Monkey ... swapped my dual fuel account from them in June after using MSE's Cheap Energy Club and still having issues as they still haven't closed my electricity account. Today I received another statement and a "thank you for paying by direct debit" letter even though I'm all square with them (apart from what they owe me) and don't have supply from them any more. Receiving this today is the complete opposite of what was said to me last week when I phoned.
I'm willing to make allowances, but this can't all be down to them having a new IT installation this year, the reason they state in the MSE article surely? My current situation with is from them just not listening or taking the appropriate action ~ and they have no excuse, they closed the gas account but not the electric.
Thank goodness Ofgem is can tackle things at the general customer-care level, but where individual issues are concerned it really is hard to get a satisfactory outcome.
2014 Sealed Pot #2136 ?/£500
House: Decluttering 322 / 365
Original mortgage [STRIKE]£149,000[/STRIKE][STRIKE]£117,750[/STRIKE];[STRIKE]£112,500[/STRIKE] MFW 2014#69 GOAL 1: [STRIKE]£109 K April[/STRIKE]
I called up again today and for the 3rd time in the last few weeks I was waiting well over half an hour before getting to speak to someone. The first time I got through they cut me off. This time I got through but although the bloke was very nice and helpful he was unable to get my account billed and hadn't heard of Unifi (one of their products). He suggested I messaged them through my online account which I had done twice to get default responses from some offshore division which were totally unrelated to my query and just batted me back to Unifi support.
It's irritating as I'm on a fixed plan for Unifi and there's an extra charge for having Unifi energy monitoring which hasn't worked for about 4 months no so is next to useless. I really liked the system when it worked and I could be saving £180 or so switching to another supplier possibly now so am strongly considering this as I just have a basic standalone energy monitor the same as I had before Unifi.
The last update said it would review my direct debit amount now but they can't bill me so are unable to review it they told me. So I'll probably continue overpaying or underpaying possibly.
(I used to work for the other big 'failure' so didn't go with them!)
http://www.theguardian.com/business/2013/nov/27/npower-cuts-1400-jobs-outsourcing-india
http://www.unison-scotland.org.uk/news/2010/julyaug/0107.htm
http://www.releaseitlimited.co.uk/release-it-service-transition-news-feed/npower-calls-in-service-partners-after-troubled-sap-rollout-disrupts-billing-systems
Not enough.
Npower paid £300M (and rising) for their even more useless system.
out of the frying pan and into the fire :rotfl: