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Consumer Focus report shows that customers bad experiences prevent switching

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Around a quarter of people surveyed by Consumer Focus have admitted they are put off switching energy suppliers because of previous bad experiences. 43% of poorer and vulnerable people said that they would remain with the same energy supplier in the future.

Almost half of people who had issues switching, said they had issues with their old supplier’s closing bill, almost a third said they had delays switching and 22% suffered bad customer service.

Gillian Cooper, head of energy retail at Consumer Focus, said: “Without additional measures to improve the switching process and other issues, many consumers will continue to pay over the odds for their energy.”

Angela Knight, chief executive of Energy UK, said the energy companies were “committed to continuous improvement in the switching process”, but added “this research shows that 80 per cent of customers who switch energy supplier are satisfied with the process, which is good to see.”

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