Npower sent letters from 'fake' debt collection firmNpower most complained-about energy company

11 July 2014

Npower logo

Npower sent letters to customers from a fake debt collection agency. 

The letters came from a company called Collections Direct - which is a trading name of Npower. The letters said that court action could be taken but only at the bottom revealed this company was in fact Npower, according to the Daily Mirror.

This follows Which? research that revealed Npower was the most complained-about energy company in the first three months of 2014, with 450,000 complaints.

If you're looking to reduce your energy bills or change to an energy supplier with better customer service, then visit Which? Switch to compare energy prices.

Npower energy bill problems

This is not the first time Npower has had problems with its customer service. 

In December last year, Npower received a fine of £3.5m for breaking rules about sales. In January 2012 it received a £2m fine for poor handling of customer complaints. British Gas was also fined following the same investigation.

In response to the debt collection letters, Npower's said: 'We use these letters after we have made four attempts to communicate with the customer, three of them using the Npower logo and letterhead - the other by phone. 

'The purpose of this letter, with a different name, is to make sure the customer knows that the process has reached an escalated stage, when we or an external agency will be pursuing the matter through legal action. 

'However, we are still clear about npower being the sender of the letter and continue to offer help and further time for payment. While our letters are already fully compliant, we are looking at their content.'

Npower is lowest-rated energy company

Npower is the energy supplier for around 6.5 million homes and businesses in the UK - however, it's not a winner in our annual energy survey.

We asked more than 10,000 members of the public to rate their gas and electricity provider and Npower came bottom of the table. 

You can discover how all the energy companies performed in our guide to the best and worst energy companies.

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