Are you in line for Npower cold call compensation?Energy giant offers £10 voucher to those affected

06 December 2012

Nuisance call

Npower is to offer hundreds of consumers £10 compensation after the energy firm called them and played a recorded message.

The offer comes as Ofcom, the telecoms regulator, fines Npower £60,000 for the calls made during seven weeks in early 2011.

During this time the energy firm's automated dialling equipment placed more calls than it had available agents. Instead, recipients were greeted with an automated message - making these calls 'abandoned calls'.

Npower fined for cold calls 

Because the automated message to Npower customers said that the call would discuss saving money on their energy bill, Ofcom ruled that this was a marketing message and was therefore a breach of legislation.

Unlike silent calls, when the line goes quite as the name suggests, abandoned calls are when the automatic dialler plays a message. Both types are overseen by Ofcom.

The Npower fine was not as severe as it could be, partly because the energy firm offered to compensate all those affected. 

Cold call compensation

Npower says that those affected were 'isolated exceptions' and that they will contact the 1,756 affected with an offer of a £10 Love2Shop voucher, which can be used at High Street stores.

Between February and March 2011 Npower made 1,756 abandoned calls. Regulations state that no more than 3% of calls can be abandoned within a 24 hour period.

If you are affected by nuisance calls then have a read of our guide on how to deal with unwanted text and phone calls. Ofcom can impose a maximum fine of £2 million on problem firms.

More on this...

  • Looking to save on your energy bills? Use Which? Switch to compare gas and electricity suppliers
  • See our 10 tips to stop cold calls
  • Tempted by an energy offer? See out guide on how best to handle energy sales