SOARING prices and poor customer service have contributed to a surge in complaints about Worcester-based energy provider npower.

Latest research compiled by Consumer Futures, said npower had the highest number of complaints out of the big six energy giants with 202.5 complaints per 100,000 from the period April to June 2013. The lowest was SSE with 38.3 per 100,000 for SSE.

The figures do not include any complaints made in the wake of recent price hike announcements.

Audrey Gallacher, director of energy at Consumer Focus, said: “The company is implementing system changes that inevitably caused disruptioN to customers.

"However, its complaints performance is unacceptable and the company must take further steps to tackle this.”

She added that good service was as important to customers as price.

Since the start of last month five of the big six energy firms have announced that charges would rise by an average of around nine per cent, blaming wholesale energy costs, network charges, and government green levies.

Citizens Advice chief executive Gillian Guy said price rises and poor customer service had compounded the lack of trust in energy firms.

“People are being hit with large back bills, find their bill unclear and direct debit customers are frustrated companies are holding on to their money when they’re in credit,” she said.

“Energy companies need to put customers first and be much more transparent about where they make their profits.”

Last week npower was crticised after a thermal image showed how much heat was wasted at its Worcester offices.

A spokesman for Energy UK, the trade association for the energy industry, said: “Our members are working to make things more open and clear for customers including: making it easy to switch; making sure customers are on the right deals for them; explaining bills so customers understand what they are paying; and simplifying tariffs.”

Related articles