Figures illustrated by Citizens Advice has shown the gap between the best and worst performing energy firms has grown to the widest ever, with small energy firm Extra Energy attracting 80 times more complaints than the best performing supplier SSE in the second quarter of this year.< ?
Whilst SSE received just 22 complaints per 100,000 customers, Extra Energy received 1,791 complaints, up from 1,682 complaints in the January to March period. Co-operative Energy and Scottish Power, the second and third worst performing suppliers on the list created by Citizens Advice, also received more complaints than in the previous three-month period. In contrast, EDF, Eon and British Gas were among the best performing firms.
The Chief Executive of Citizens Advice commented:
“The latest league table shows some suppliers are getting much better at sorting out their customers’ problems, but it’s disappointing to see others getting worse at dealing with complaints.”
Extra Energy, which launched in 2014, apologised to its customers and stated it was now dealing with a higher volume of customer complaints. Ben Jones, the company’s managing director of operations said: “These figures reflect historic customer service issues that occurred during a period of time where Extra Energy saw our number of customers expand rapidly and unfortunately some of these complaints have taken longer than expected to resolve.
“We apologise unreservedly to anyone who has not received the standard of service we expect of ourselves.”
Claire Osborne, energy expert at uSwitch said: “It’s encouraging to see some suppliers stepping up their efforts to improve their processes, but it’s clear that others still have some work to do if trust is the energy industry is to be restored.
“Inaccurate bills, one of the main causes for complaints, are unfortunately much more common than we would like.”