Npower tops list of energy firm complaints

Elizabeth Fournier
BIG SIX energy firm Npower received the highest number of customer complaints from April to June this year, with 202.5 from every 100,000 customers – around five times more than the best performing firm.

SSE fared best in the latest analysis of energy complaints data compiled by Consumer Futures, with just 38.3 complaints per 100,000 customers.

Scottish Power came next with 41, followed by British Gas (55.5), E.ON (59.9) and EDF Energy (75.5).

Audrey Gallacher, director of energy at Consumer Futures, described NPower’s performance as “unacceptable”.

“The company is implementing system changes that inevitably caused disruption to customers,” she said.

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

Although energy firms have come under huge scrutiny in recent months over planned rate hikes, yesterday’s data only covers the three months to June – before the rises were announced.

“The vast majority of energy customers are happy with the service they get with only around one in every 1,400 customers likely to need to contact their supplier about a problem,” said a spokesperson for Energy UK.

“Energy companies take their relationship with customers extremely seriously and work hard to improve customer service.”