‘Coronavirus has raised new issues for consumers but it has also magnified existing concerns’

That’s the suggestion from Matthew Vickers, CEO and Chief Ombudsman at the Energy Ombudsman, who spoke to ELN’s News Editor Jonny Bairstow about how the pandemic had affected the nature of complaints the organisation was receiving

Energy price cap reduction ‘doesn’t give consumers a good deal’

Consumer bodies are calling on householders to shop around and switch to a better deal

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Ofgem’s energy price cap increase: Responses

It will come into effect from 1st April 2019 for standard variable tariff and prepayment meter customers

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Extra Energy collapse: Responses

It is the sixth supplier to have ceased trading this year

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Tougher checks for new energy suppliers: Industry responds

Ofgem has a consultation on its proposals until 23rd January 2019

Unresolved energy complaints “20 times higher” than official stats

Half a million people and small businesses may not getting compensation from their energy company for poor service or wrong billing, Labour claimed today. Labour said this means unresolved complaints could be up to 20 times higher than official complaint figures suggest. It referred to a 2013 report by regulator Ofgem which found 5% of […]

Complaints about energy firms soar to all-time high

The number of customers complaining to the energy ombudsman about suppliers have risen to their highest level, new figures reveal. Complaints more than doubled to 22,671 during the first half of the year from 10,598 in the same period last year – with 84% related to billing. Switching energy suppliers was the second largest cause […]

Suppliers could now pay up to £10k over complaints

The maximum amount of cash the energy Ombudsman can dish out to consumers in the small claims court will go up to £10,000 today. The Ombudsman handles complaints from domestic energy users and micro-businesses on gas and electricity supply. It says this means consumers can now take larger claims to courts in England and Wales. […]

Ofgem fines British Gas £2.5m

Ofgem has slapped a £2.5million fine on British Gas for “basic failures” when dealing with complaints. The regulator imposed the penalty after its investigation flagged up that the energy company had breached regulations on how it should handle customers’ problems. Key areas that Ofgem found lacking included: failure to re-open complaints when the customer felt […]