More than 100,000 complaints were received by the Energy Ombudsman in 2022 🔴 With the main issues including incorrect billing, poor customer service and problems switching suppliers
Ofgem has now ordered all domestic energy companies to suspend the system of forcibly installing prepayment meters, while Business Secretary Grant Shapps described the practice as “outrageous”.It is unclear whether authorities will want to ban the forced switching of customers to prepayment meters.
It is the only way that suppliers can ensure people pay their bills, and companies are only allowed to do so after exhausting all alternative solutions. Former Ofgem boss Dermot Nolan warned that the cost for bills that do not get paid is spread onto all other households across the country, so any ban could hike prices.
A spokesperson for Energy UK told the BBC: “With millions of people struggling to pay energy bills as the cost of living soars, more people than ever are contacting their energy supplier for help. Customer service teams have seen a fourfold increase in customer contact and are doing their best to respond to the huge numbers of customers getting in touch – often about complex issues.
“Our members work tirelessly to resolve complaints themselves, however where they are unable to come to a resolution with the customer themselves, the Ombudsman plays an important role in making sure complaints can be resolved.”
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