Customer complaints continue to soar

Energy regulator Ofgem has revealed that customer complaints about the Big Six energy suppliers were higher than ever.

Customer complaints continue to soar

In the first nine months of 2014 the total number of customer complaints was almost 4.9m, almost certain to exceed last years total of 5.5m.

Ofgem has been trying to make the industry more transparent, and aims to publish quarterly figures form the suppliers to enable consumers to get a picture of how the companies compare with each other.

British Gas profits

Also in the news are British Gas parent company Centrica's latest profit update. The company has issued a statement saying that domestic gas consumption is 21% lower in the first ten months of this year compared to last year with electricity consumption down 7%.

The supplier also revealed that they had lost 50,000 customer accounts since June this year.

Commenting on the news, energyhelpline director Mark Todd said, “The big energy suppliers are unfortunately plumbing new depths in terms of customer complaints and are set to rack up a record 6.5 million complaints this year. This horrifying new statistic shows why so many people are leaving the big suppliers for small suppliers. The big suppliers who are racking up so many complaints need to sort out their act or will face the loss of millions of more customers deserting them.

“British Gas continues to lose customers with another 50,000 customers leaving last quarter. They are managing to stem losses and maintain margin at British Gas by offering low cost tariffs and acquiring customers through their spin off Sainsbury’s Energy brand. Many customers however continue to leave for small suppliers through price comparison services with 54% doing so through energyhelpline so far this month. This year the total is 66%. The number of households leaving the Big Six is expected to be around 1.5 million this year.”


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