Energy company complaints What Which? wants
We would like to see a robust system for reporting energy company complaints. The reports should give enough information for customers to be able to see where their supplier ranks against the rest.
Our ideal energy complaints report would include:
- The number of complaints received
- The number of complaints not resolved by close of business the next day
- The number of complaints not resolved within eight weeks
- Complaints for which a 'deadlock' letter was issued
- Complaints assessed by the Energy Ombudsman
- Outcome of complaints assessed by the Ombudsman.
We want Ofgem to be given new powers by the government, so that it can demand this information from energy companies.
We also think it is important for customers to see information from the Ombudsman about individual energy companies. For example, how many complaints are escalated to the Ombudsman from each supplier?
Finally, complaints should only be classed as 'resolved' when the customer agrees that they have been. Research carried out by Ofgem found that, two-fifths of the complaints that suppliers considered 'resolved' were not thought to be resolved by customers.
How can I help?
We would love to know if you have complained to your energy company, and what the result was. Did they respond quickly, or did you have problems? Have you ever escalated a complaint to the Energy Ombudsman?
We'd like to hear your energy stories. Your views and feedback fuel our campaigning work, and give us examples that we can take to the government, MPs, Ofgem and the energy companies themselves.