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New research from Which? reveals that energy industry complaints data vastly underestimates the true scale of grievances customers experience – as they feel let down by suppliers on billing, payments, customer service and switching. Analysis from the consumer champion found that if every customer who had reason to complain to their supplier in the last […]
Alex Neill, Which? Managing Director of Home Products and Services, said: “For millions of people paying over the odds for their energy, the introduction of a price cap will sound like a positive move. The Government must ensure that the price cap does not lead to any unintended consequences for consumers, such as poor customer service […]
Alex Neill, Which? Managing Director of Home Products and Services, said: “While it’s right that help is extended to vulnerable customers, an average saving of just £66 on people’s energy bills from April makes the safeguard tariff far from the cheapest deal on the market. Anyone overpaying on a poor value tariff should look to […]
Alex Neill, Which? Managing Director of Home Products and Services, said: “Progress in moving millions of households off expensive standard tariffs has been painfully slow. Energy companies shouldn’t be waiting for the price cap, they need to do more to help their customers now. “People overpaying on a poor value tariff should look to switch […]
Alex Neill, Which? Managing Director of Home Products and Services, said: “For millions of consumers worried about their energy bills, a cap might sound like a positive move. However, the Government must guard against any unintended consequences that undermine customer service and push up prices as a whole. As it will take some time to […]
Alex Neill, Which? Managing Director of Home Products and Services, said: “Millions of hard-pressed customers are overpaying for their energy and suffering due to a lack of competition in the energy market. More help for the most vulnerable customers and steps to make switching easier are welcome, but people will question whether these interventions are […]
Vickie Sheriff, Which? Director of Campaigns and Communications, said: “The new index is a step in the right direction to introduce more transparency and help to understand what factors impact people’s bills. We expect to see Ofgem use this index to monitor suppliers and hold them to account to help protect customers from paying more […]
Alex Neill, Managing Director of Home and Legal Services, Which? said: “It is welcome that Ofgem have swiftly appointed Co-operative Energy to take on GB Energy’s customers and that they will be paying the same amount as before. We encourage these customers to research whether there is a better deal for them. Which? Switch provides consumers with […]
Vickie Sheriff, Director of Campaigns and Communications at Which? said: “If energy companies have failed to tell the whole truth about their profits, then customers will rightly be angry. The Energy Secretary and the regulators must investigate these claims. “This is the last chance saloon for the energy industry. Following the market investigation, energy companies now must […]
Four months on from the market investigation that found consumers are collectively overpaying by £1.4 billion for their energy, Which? is challenging energy companies to show how they are engaging with their customers stuck on the worst deals. Around 16 million people – over half (58%) of energy customers – are stuck on standard variable […]