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| Energy customers just want a call back, says Ofgem | Energy customers just want a call back, says Ofgem |
| (40 minutes later) | |
| The majority of people who complained to their energy company were left dissatisfied with how it was handled, a regulator has said. | The majority of people who complained to their energy company were left dissatisfied with how it was handled, a regulator has said. |
| The biggest problem was companies failing to call customers back when agreed, Ofgem said. | The biggest problem was companies failing to call customers back when agreed, Ofgem said. |
| However, the major energy firms have improved the way they reply to unhappy customers, the report said. | However, the major energy firms have improved the way they reply to unhappy customers, the report said. |
| Some companies have been fined heavily in the past for errors in handling complaints. | Some companies have been fined heavily in the past for errors in handling complaints. |
| Satisfaction levels | Satisfaction levels |
| Just over 3,000 customers who complained to their energy company in December were interviewed for the energy regulator's review. | Just over 3,000 customers who complained to their energy company in December were interviewed for the energy regulator's review. |
| About 40% of them said they were satisfied with the way their complaint was dealt with. This was an improvement from a 25% satisfaction level when a similar survey was conducted in 2010. | About 40% of them said they were satisfied with the way their complaint was dealt with. This was an improvement from a 25% satisfaction level when a similar survey was conducted in 2010. |
| Scottish Power and SSE retained their position as companies with the highest satisfaction levels, with EDF Energy recording the lowest. | Scottish Power and SSE retained their position as companies with the highest satisfaction levels, with EDF Energy recording the lowest. |
| In March, Consumer Focus awarded EDF a zero rating out of five for its performance in the final three months of 2011. The watchdog said that EDF received 188 complaints per 100,000 customers. | In March, Consumer Focus awarded EDF a zero rating out of five for its performance in the final three months of 2011. The watchdog said that EDF received 188 complaints per 100,000 customers. |
| However, last week it launched policies aimed at winning back the trust of customers, including plans to support vulnerable ones. | However, last week it launched policies aimed at winning back the trust of customers, including plans to support vulnerable ones. |
| "We recognise that there are still improvements to be made. We have invested in, and continue to invest in, areas including billing system enhancements, additional training and online improvements," an EDF spokeswoman said. | "We recognise that there are still improvements to be made. We have invested in, and continue to invest in, areas including billing system enhancements, additional training and online improvements," an EDF spokeswoman said. |
| "We are monitoring customer satisfaction levels closely and making this a top priority." | "We are monitoring customer satisfaction levels closely and making this a top priority." |
| The Ofgem survey highlighted concerns from customers that companies were not dealing with complaints quickly enough, and that they failed to offer contact details if more discussion was needed. | The Ofgem survey highlighted concerns from customers that companies were not dealing with complaints quickly enough, and that they failed to offer contact details if more discussion was needed. |
| Only one in six complaints were resolved after the first contact. | Only one in six complaints were resolved after the first contact. |
| "Suppliers should review the survey results to see how they can make further improvements," Ofgem said. | "Suppliers should review the survey results to see how they can make further improvements," Ofgem said. |
| "It is good news that customers are seeing a steady improvement in their overall satisfaction with the way complaints are handled," said Christine McGourty, director of Energy UK, which represents the energy companies.. | "It is good news that customers are seeing a steady improvement in their overall satisfaction with the way complaints are handled," said Christine McGourty, director of Energy UK, which represents the energy companies.. |
| "The research highlights some very positive aspects of customer service, including the simple language that companies use in their communications, and the their attitude and professionalism. | "The research highlights some very positive aspects of customer service, including the simple language that companies use in their communications, and the their attitude and professionalism. |
| "In the competitive market, companies compete not just on price, but on the service they offer, and this should ensure that standards continue to rise across the energy sector." |