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Energy complaints hit 5.6 million, Which? calls for market fixes

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Which? revealed that complaints against the big six energy suppliers have collectively reached 5,579,665  million for 2013 and as a result is calling for six fixes to the energy market today.

Npower received the most complaints at 1.4 million, but had problems with its new billing system with complaints reaching 80 per every 1,000 accounts by the final quarter of last year. This was nearly double that of the second worst EDF Energy. Scottish Power came out with the least complaints at 300,000.

Ed Davey hinted that he would like to see an investigation earlier this week, and Which? said that Ofgem should order a full competition investigation into the sector during the market review in March.

Which? executive director, Richard Lloyd, said: “Millions of people are unhappy with the service they receive from the suppliers which, combined with low levels of trust is yet more evidence that more must be done to fix the broken energy market.

“Next month we want the regulators to refer the energy market to the Competition and Markets Authority and launch a full scale inquiry. This is the first and most important step towards a more radical reform of the energy market, giving hard-pressed consumers the confidence that they are paying a fair price.”

Which? is campaigning for the introduction of 7-day switching, freezing or scrapping the carbon floor price, splitting up the big six suppliers,  together with simple pricing.

A spokesman for Ofgem said: “The number of complaints is far too high and this reflects both poor company performance in 2013, especially from Npower, and low levels of trust. The onus is now on suppliers to use our reforms to re-build customer trust.”

They added “Together with the Office of Fair Trading and the Competition Markets Authority we are carrying out the first annual assessment of competition in the energy market. The assessment will be completed at the end of March and we will report the findings shortly after.”




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