Npower tops complaints figures again

Worcester News: Npower tops complaints figures again Npower tops complaints figures again

WORCESTER-BASED energy giant Npower again received more complaints than any other power supplier in the first three months of this year.

The company received 83 complaints per 1,000 customers between January and March – 44 per cent more than its nearest rival.

The firm – which has 5.9 million customers throughout the UK – has topped polls of complaint figures since the end of 2012, with common gripes including bills arriving late, direct debits being cancelled without warning and new accounts not being set up.

Figures released today by consumer group Which? showed a total of 1.7 million complaints were made to the ‘Big Six’ energy companies – Npower, Scottish Power, SSE, British Gas and Eon – between January and March this year, up 15 per cent from 1.48 million in the same period last year.

EDF received the second greatest number of complaints at 46 per 1,000 customers – down from 77 this time last year.

SSE, British Gas and Eon all received about 30 complaints per 1,000 customers, with SSE’s figures doubling from 13 at the start of 2013 to 27 this year.

Which? executive director Richard Lloyd said customers were being “let down” by “poor service” from energy suppliers.

“This has to change,” he said.

“If they want to improve the low level of consumer trust in the energy market suppliers must up their game now rather than wait for the results of a competition review.”

And energy and climate change secretary Ed Davey said it was “unacceptable” that so many people felt the need to complain to their energy supplier.

"Energy companies need to up their game,” he said. “People are switching suppliers in unprecedented numbers, particularly to small suppliers whose numbers have nearly trebled since 2010."

An Npower spokesman said the increase in complaints was down to problems with the company’s billing system.

“We're now beginning to make progress,” she said.

“We're billing 92 per cent of our customers on time and resolving 88 per cent of complaints received on a daily basis within 24 hours.

“In the past three weeks, we have reduced complaints which we could not resolve within 24 hours by 32 per cent.”

Comments (4)

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6:58pm Wed 18 Jun 14

3thinker says...

Hopefully public dissatisfaction with power and the other privatised utilities will be something the City and County Council will reflect on careful before their apparent headlong rush to privatise all the Council services. It sometimes makes sense, but there are often better ways of reducing costs whilst also actually improving services.
Hopefully public dissatisfaction with power and the other privatised utilities will be something the City and County Council will reflect on careful before their apparent headlong rush to privatise all the Council services. It sometimes makes sense, but there are often better ways of reducing costs whilst also actually improving services. 3thinker
  • Score: 2

8:54pm Wed 18 Jun 14

Spencj says...

I switched away from N Power in January due to poor service levels. I am still to receive a final bill and more importantly a refund as at 18 June. I wrote a letter of complaint on 22 April and apart from a standard letter confirming receipt nobody has ever called or contacted me. A total disgrace of a company. Their stats quoted above are utter rubbish!!!!
I switched away from N Power in January due to poor service levels. I am still to receive a final bill and more importantly a refund as at 18 June. I wrote a letter of complaint on 22 April and apart from a standard letter confirming receipt nobody has ever called or contacted me. A total disgrace of a company. Their stats quoted above are utter rubbish!!!! Spencj
  • Score: 3

10:36pm Wed 18 Jun 14

Davey_Boy says...

I have had a complaint with NPower which so far has been going 4 months! I have filed with the Ombudsman. I escalated to Paul Massara which I believe is CEO and am getting no where! Not only are they hitting top of the shop for complaints - they are doing NOTHING to address this.

I have to question the effectiveness of the regulators and ombudsman as this seems to have no affect either! Is there any way for consumers to get redress and ensure their complaints are resolved efficiently and professionally!
I have had a complaint with NPower which so far has been going 4 months! I have filed with the Ombudsman. I escalated to Paul Massara which I believe is CEO and am getting no where! Not only are they hitting top of the shop for complaints - they are doing NOTHING to address this. I have to question the effectiveness of the regulators and ombudsman as this seems to have no affect either! Is there any way for consumers to get redress and ensure their complaints are resolved efficiently and professionally! Davey_Boy
  • Score: 4

12:08pm Thu 19 Jun 14

3thinker says...

Just announced on BBC…

Energy supplier Npower has been told that it may have to stop sales to new customers unless it can send out bills on time.

The regulator, Ofgem, has warned the supplier that it needs to meet monthly targets on late billing.

Unless it meets the targets by the end of August, Npower will have to stop all "proactive telesales" to new customers, the regulator warned
Just announced on BBC… Energy supplier Npower has been told that it may have to stop sales to new customers unless it can send out bills on time. The regulator, Ofgem, has warned the supplier that it needs to meet monthly targets on late billing. Unless it meets the targets by the end of August, Npower will have to stop all "proactive telesales" to new customers, the regulator warned 3thinker
  • Score: 0

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