Npower gets highest number of customer complaints once again

Suzie Neuwirth
NPOWER continued to receive the highest number of complaints of all the big six energy suppliers from July to September 2013, new research showed today.

Npower received 253.1 complaints per 100,000 customers over the period, while SSE recorded the lowest rate of complaints at 32.3 per 100,000, according to data compiled by Consumer Futures.

Npower has received the most complaints since January 2013 and the number has risen steadily.

“[Npower’s] deterioration in performance is wholly unacceptable and the company must address the failure of its systems, processes and customer service to put things right,” said Audrey Gallacher, director of energy at the consumer group.

“I know that we've let many of our domestic customers down and I want to apologise personally for this and promise that they will not lose out financially as a direct result of these issues,” said Roger Hattam, director of domestic retail business at Npower.

Npower unveiled a redesigned, simplified energy bill on Monday.