Which? response to energy regulator’s announcement on complaints handling

Neena Bhati, Which? Head of Campaigns, said:

“Customers should not have to put up with energy suppliers failing to resolve complaints so it is right that the regulator is stepping in and holding firms to account for these dreadful levels of customer satisfaction with complaints handling.

“If you are unhappy with your current energy provider, whether it be through shoddy service or unexpected price-hikes, you should look to switch to another supplier and potentially save almost £400 a year.”


Notes to editors

  • Customers looking for cheaper energy deals can compare deals with Which? Switch, a transparent and impartial way to compare energy tariffs and find the best gas and electricity supplier.
  • A £378 saving is based on a medium user (using Ofgem averages of 3,100 kWh electricity and 12,000 kWh gas per year), paying by monthly direct debit, with paperless bills, switching from the priciest Big Six standard variable tariff (Scottish Power) to the cheapest deal on the market (available GB-wide). Data is from Energylinx and correct on 27th Sept 2018. Prices are averaged across GB and rounded to the nearest whole pound.