Npower chief facing bonus cut after customer service gaffes

Suzie Neuwirth
RWE NPOWER’S chief executive Paul Massara will have the size of his bonus slashed after research showed the energy supplier’s customer complaint levels had spiked in the last year.

“Customer service is one of the elements of Paul's bonus and it is clear that this element will be reduced for this year,” said a company spokesperson. “This will clearly impact his overall bonus.”

Analysis by Consumer Futures found that Npower currently gets around five times as many complaints as the least-complained-about major supplier. Regulator Ofgem had also raised concerns about the level of complaints.

Big six supplier Npower, which is owned by German power giant RWE, apologised on Monday for customer service issues relating to setting up new accounts, direct debit payments and billing.

Npower said customers would not lose out financially as a result of the issues. It also said it would make a £1m payment to a fund for vulnerable homeowners, half of which will be allocated to Macmillan Cancer Support.