Energy UK response to the Which? report on customer complaints
Responding to the Which? report on customer complaints, Energy UK said:
“No industry wants unhappy customers but when you are dealing with nearly 27 million customers things can occasionally go wrong. Energy companies put a great deal of effort into resolving any problems their customers may have and most complaints are fixed within a couple of working days and with no more than a phone call.
“Energy companies are already making a number of changes which put customer service at the heart of what they do. They are making it easier to compare and find the best deal available - most recent figures show that around 1.3 million customers switched in the last quarter of 2013 alone. They are working to make switching easier and quicker and new rules also mean the industry is cutting the number of tariffs and making energy bills clearer to understand.
“No one should be afraid to heat their homes and help is always available. Our members want to make sure people get the support they need. There are many schemes helping consumers make their homes more energy efficient, cut usage and keep warm. If you are worried about your energy bills, you should contact your energy provider directly or speak to the free, confidential Home Heat Helpline on 0800 336699.”