Campaigns | Broken energy market

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Complaints to the Big Six soar to a new high

18th June

The Big Six energy companies received a total of 1.7 million consumer complaints in the first quarter of 2014 alone. This is the highest number received in one single quarter since records began in 2012.

Npower received the highest number of complaints, with 83 for every 1,000 customers. In contrast, Scottish Power received the fewest complaints, with 13 for every 1,000 customers.

The number of complaints received by both SSE and British Gas has doubled over the past six months, joining Eon at around 30 complaints per 1,000 customers.

Low level of consumer trust

Our executive director, Richard Lloyd, said:

'Yet again millions of customers are being let down by poor service from the Big Six energy companies. This has to change.'

He added: 'If they want to improve the low level of consumer trust in the energy market, suppliers must up their game now, rather than wait for the results of a competition review.'

We're campaigning to Fix the Big Six, calling for radical reforms from the Government, Ofgem and the energy suppliers – you can help by signing our petition.


Ed Davey writes to energy suppliers

The Secretary of State for Energy, Ed Davey, today wrote to energy suppliers demanding that they provide more detailed information about the costs they pass onto their customers to deliver the ECO energy efficiency scheme.

Energy market referred for full scale investigation

The outcome of the long-awaited energy market assessment was released this morning and it’s good news for the 45,000 of you who backed our Fix the Big Six campaign.


SSE announces a price freeze

SSE has announced a price freeze until 2016 for all of its customers. In a win for our Fix the Big Six campaign, SSE has also announced plans to separate its retail and wholesale businesses.


Big Six told to return £400m

The Big Six have been asked to return millions to former customers after Ofgem found the suppliers holding on to £400m in credit from closed accounts.

Millions to get direct debit energy refunds

Npower is the fifth of the 'big six' energy companies to announce it will refund credit balances of £5 or more on direct debit energy accounts.

British Gas profits announced

British Gas has announced profits of £571m, and yet there’s huge customer dissatisfaction with the energy company’s service.


Join our call to Fix the Big Six

14th February

Regulator urged to examine energy company profit margins

Energy secretary Ed Davey has written to the regulator Ofgem, encouraging it to investigate the domestic gas market for evidence of a monopoly.

New energy reform proposals too little too late

The latest government proposals do not go far enough to increase competition and reassure consumers about rising energy prices.
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