Npower and Scottish Power see customer complaints double with new billing systems

Suzie Neuwirth
Npower received 592.4 complaints per 100,000 customers (Source: Getty Images)
Customer complaints about Npower and Scottish Power doubled in the first quarter of 2014 due to their new billing systems, according to research published today.

Npower fared the worst out of the big six energy suppliers, receiving 592.4 complaints per 100,000 customers. Scottish Power received 197.7 complaints per 100,000.

SSE had the lowest rate complaints out of the big six, with just 34.1 complaints per 100,000 customers, followed by British Gas on 75.4.

“While we recognise Npower is receiving more complaints because it is starting to get over some of the earlier issues, it needs to do more to stop consumers’ problems escalating,” said Gillian Guy, chief executive of consumer group Citizens Advice, which compiled the data. “Scottish Power has an opportunity to learn from other suppliers’ new billing system failures and address these problems now so more consumers won’t have cause for complaint.”

Last month, Ofgem launched an investigation into Npower’s billing issues and said it must meet monthly targets to reduce late bills or else halt its telesales activities.

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